Transforming CQC Feedback into Excellence: Key Insights from our Latest CQC Webinar
Radar Healthcare
Supporting healthcare excellence via incident, risk, audit management, quality improvement, and compliance software.
The Care Quality Commission (CQC) is instrumental in ensuring health and social care providers in the UK adhere to the necessary standards for delivering safe and effective care. The CQC's new assessment framework, along with the critical role of feedback in improving CQC ratings, has become a prominent topic in media, industry news, and events.
In our latest RH Insights edition, we highlighted our participation in the Care Show London, where CQC and feedback were extensively discussed. Industry experts like Louie Werth ( Care Research ), Julie Rayner ( Hallmark Luxury Care Homes ), and others emphasised the significance of obtaining quality feedback from diverse stakeholders and the correct methods for evidencing and evaluating this data.
Achieving CQC excellence requires organisations to focus on several key areas: evidencing compliance and excellence, gathering and utilising feedback for continuous learning, and adequately supporting and preparing teams for inspections.
Amidst the ongoing discussions and developments, it's very clear that many organisations are already collecting valuable feedback. However, the challenge lies in effectively evidencing this feedback and taking appropriate action based on it.
In recent news, the CQC’s assessments of integrated care systems (ICSs) have been put on hold as the government has declined to sign off on the process. Originally set to begin this month following pilots in Birmingham and Solihull and Dorset ICSs, the CQC has postponed further assessments pending government approval.
These developments highlight the dynamic nature of the industry and the need for organisations to stay informed and prepared for these evolving standards. As such, the insights from our recent webinar and the emphasis on effective feedback and evidence remain crucial for organisations aiming to achieve CQC excellence.
Led by Simon Qasir , Chief Revenue Officer and Board Director at Radar Healthcare , along with Antony Hall , Director of Insights, Assurance, and Governance at HC-One and former CQC inspector, provided insights into the new CQC framework, the session explored the impact of these changes on health and social care organisations, shared best practices for achieving CQC excellence, and how to best collect and evidence feedback. Completing the panel was Mark Fewster , Chief Product Officer at Radar Healthcare, and HC-One Registered Manager.
In this newsletter, we dive into the key insights and top takeaways from that informative session.
Understanding the CQC Changes and the Impact on Your Organisation
As we know, the Care Quality Commission (CQC) introduced significant updates that are changing the way that they assess health and social care organisations in the UK. These modifications aim to push organisations towards a higher standard of care through enhanced accountability, transparency, and patient-centered practices.
At the heart of these changes is a shift in how the CQC evaluates organisations. First and foremost, the shift to a single assessment framework means that all organisations and services from Care Homes and NHS Services to Home Care, GPs, and more will be assessed using the same criteria.
The focus has broadened from not just what care providers do, but how effectively they are doing it, particularly in responding to and evidencing feedback and incidents. Out of the six evidence categories three of them are centered all around experience and feedback, making feedback crucial to achieving a Good or Outstanding rating. This evolution means that organisations must now ensure they have effective systems and processes in place for gathering, analysing, and acting on feedback from all stakeholders, including patients, families, and staff.
Additionally, the CQC's updated framework places a stronger emphasis on evidence. Organisations are expected to document and evidence their practices, improvements, and responses to incidents comprehensively. This evidentiary requirement underlines the importance of robust document management systems and transparent operational processes.
“Throughout all the evidence categories there’s a very significant word that keeps reoccurring – learning. Within the new CQC framework you’ll find that they have put a real emphasis on being a learning organisation. The first quality statement focuses on cultivating a culture of learning. Under well led, emphasis is placed on capturing and leveraging lessons from both successes and failures to drive sustainable improvement. I think that gives us some great opportunities to demonstrate how we can learn as organisations, which has been the whole emphasis particularly in the health sector and more recently in social care for the last couple of years.” -Antony Hall, Director of Insights, Assurance, and Governance at HC-One
Strategies for Documenting and Evidencing CQC Requirements
Navigating the complexities of CQC compliance necessitates a methodical approach to documentation and evidence management. Our recent webinar shed light on practical strategies that organisations can adopt to streamline this process. A pivotal element discussed was the implementation of sophisticated document management systems, designed to efficiently store, manage, and retrieve documents, ensuring that evidence is readily accessible during CQC assessments.
Effective documentation begins with a comprehensive understanding of the CQC's expectations. Organisations are encouraged to develop standardised procedures for recording feedback, incidents, and events. These procedures should be clear, concise, and consistently applied across the organisation to ensure that all relevant information is captured in a timely and accurate manner.
Incorporating technology plays a significant role in enhancing these processes. For example, digital feedback platforms can facilitate real-time gathering of patient and staff feedback, which can then be analysed to identify trends, areas for improvement, and opportunities to commend staff for excellent care. Similarly, risk, quality, and compliance management and reporting software can help automate the reporting process, making it easier for staff to report incidents promptly and accurately, thereby enabling a quicker, more proactive response.
"Our focus is on enabling you to effortlessly access the evidence captured within the system, whether through inspections or desktop assessments. For example, CQC dashboards. Beyond this, we're developing features for capturing feedback and facilitating learning, encompassing inputs like complaints, compliments, and observations. Our aim is to provide you with the tools to effectively leverage this information for driving actionable change." - Mark Fewster, Chief Product Officer at Radar Healthcare
Training and empowering staff is another critical strategy. Ensuring that all team members understand the importance of documentation and are equipped with the skills to effectively contribute to the process fosters a culture of accountability and continuous improvement. This approach not only aids in meeting CQC requirements but also in elevating the overall standard of care provided to patients.
The Registered Manager for Admirals Reach Care Home, 128 bed care home in Chelmsford shares their experience and strategy for gathering evidence from diverse stakeholders across their organisation:
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"During the two-day inspection in January, we hosted a team of five inspectors, including a lead inspector, an associated inspector, and experts in various fields, such as nursing. They engaged with our staff, residents, and external professionals to assess key areas: feedback, experience, observation, communication, and learning. Understanding the shift in focus from paperwork to real-time interactions, we emphasised the importance of demonstrating quality care through firsthand experiences. This involved continuous observation and evidencing, ensuring every aspect of resident care and choice provision was met. It is key to note that if you say you have implemented something or are making a positive impact, they will want to see evidence of that in various forms, including hearing from a resident, staff member, and so on. This is something our home did really well, and the feedback received underscored the importance of tangible evidence supporting our claims, highlighting the value of our approach to care."
Antony goes onto add:
"As service managers, we were accustomed to the rigorous demands of the CQC inspection regime, with mechanisms in place to showcase evidence of quality care. However, the landscape shifted with the onset of COVID-19, prompting a transition to risk-based inspections. Recognizing the need to support our teams, we conducted workshops to familiarise them with the new framework and scoring mechanisms. It became evident that capturing feedback effectively was paramount, especially given the diverse sources—from formal surveys to ad hoc interactions. Emphasising the importance of observation, we provided practical tools and workbooks tailored to each service to facilitate evidence collection. This groundwork will be further enhanced with the introduction of the CQC dashboard from Radar Healthcare." - Antony Hall, Director of Insights, Assurance, and Governance at HC-One
Fostering a Culture of Transparency, Accountability, and Readiness
Cultivating an organisational ethos where openness, responsibility, and preparedness are valued lies at the heart of excelling not only in CQC standards but in elevating care quality. A transparent culture encourages the free flow of feedback, where both staff and patients feel safe and understand how to voice concerns and suggestions. This open environment is crucial for identifying areas of improvement as well as celebrating achievements and highlighting organisational growth.
Preparation is equally important, enabling organisations and staff to respond swiftly and effectively to unforeseen challenges or feedback. This readiness is not just about having policies and procedures in place but ensuring that these guidelines are ingrained in the daily operations and the mindset of the staff. Regular training, in person sessions, and drills can help reinforce this preparedness, ensuring that when the time comes, the staff can respond with confidence and efficiency.
The Registered Manager for Admirals Reach Care Home, highlights their mechanisms for ensuring staff feel prepared and supported:
“As a company, we prioritise e-learning and specialised training, particularly focusing on security frameworks and infection prevention and control (IPC). It's crucial that this training translates into practical application on the floor, where we actively engage our staff with specific questions and scenarios. This not only builds their confidence in interacting with inspectors but also ensures they are well-prepared to handle real-life situations. Through regular sessions and open communication, we foster a two-way exchange of knowledge, empowering our team to deliver high-quality care."
Next Steps for CQC Excellence
To advance toward CQC excellence, organisations must undertake a dynamic and ongoing process of evaluation and improvement. Establishing a systematic approach for the regular review of processes, practices, and policies against the latest CQC standards and expectations is fundamental. Embracing technological solutions, like risk, quality, and compliance software, can streamline this review process, ensuring a seamless adaptation to regulatory changes and enhancing overall efficiency in documentation and evidence management.
Top three takeaways:
By prioritising quality and transparency throughout the organisation and with all stakeholders, you pave the way for no just meeting, but exceeding CQC standards. Achieving excellence requires a unified effort, utilising every available tool, resource, and feedback to continually elevate the standard of care provided.
“We recognise the challenges ahead, but I think organisations need to be optimistic about the opportunities they bring. The structured evidence categories focusing on observation, feedback, and experience enable us to showcase our dedication to delivering exceptional care. It's a shift from paperwork to prioritising the individual's care experience. Embracing this change and leveraging technology will ultimately lead to better health and care outcomes for everyone." - Antony Hall, Director of Insights, Assurance, and Governance at HC-One
If you found this recap useful, don't miss part 2 of our CQC webinar coming soon...
Join us for a comprehensive webinar designed to navigate you through the CQC framework, utilising Radar Healthcare's innovative CQC dashboards. This session is for stakeholders committed to elevating their organisation's performance, care quality, and compliance standards under the new regulations.
Speakers include Antony Hall from HC-One , Julie Rayner from Hallmark Luxury Care Homes , and Simon Qasir and Mark Fewster from Radar Healthcare .
📅 13th June
🕛 2:00 pm