Provider communications strategy

1. Provider communications strategy Alice RawcliffeProvider Communications ManagerNovember 2010

2. Introduction This strategy aims to set out how CQC will engage with providers of care services to achieve its objectives during the period November 2010 to April 2012.It is linked to the stakeholder, media, user and internal communications strategies which are also the responsibility of the Strategic Marketing and Communications directorate. It will also form part of the ‘customer service strategy’ which is currently being developed.

3. The context 3

4. Complex communications landscape This strategy focuses on the work of the ‘corporate’ provider communications team but also considers other areas of the organisation which impact on the experience and reputation of CQC 4 4

5. Who do we communicate with? 5

6. What the research says…by sector

7. What the research says…a summary 7

8. Where do we want to get to? 8

9. Joined up communications 9

10. How will we measure it? • We will develop a measurement framework with benchmarked performance indicators for each of our ‘aims’. This will allow us to monitor trends across the different areas. • The mechanisms we will use to measure against the indicators include: • Quarterly provider reference group survey • Monthly poll via provider reference group home page (temperature check) • Surveys of e-bulletin subscribers • Quarterly attendance at operations management group meetings • Regular meetings with regional communications managers • Quarterly ‘provider visits’ by corporate communications team • Monthly statistics from shared services

11. Next steps • Development of process for coordination of communications to providers (working with representatives from teams across CQC) and approval by relevant authority (RDA or BDA) • Development of measurement framework for reporting against agreed performance indicators • Six monthly update to Executive Team on progress against this strategy 11