CQC is inviting views on how it can improve its use of people’s experiences of care in its new regulatory model.
A survey is open until Tuesday 31 August and covers the following overarching principles:
- People’s experiences drive regulation of care services, assessments of ‘care pathways’ and thematic reviews of care
- People using care services, their families, friends and advocates are the best sources of evidence about their lived experiences of care and how good it is from their perspective
- People’s knowledge and experiences of the services and pathways they use are championed and are valued as highly as other forms of information or data. Providers and systems will be expected to do this too
- People who use services are encouraged and enabled to share their experiences with providers, with trusted intermediaries and with CQC at any time and are supported to do so if they need it
- There is maximum and consistent use of the experiences received, and transparency about how they are used
- People who use services have a good experience when they provide feedback to the CQC, including understanding how their comments are used and acted on
- People’s experiences are considered when making assessments and rating services
- Providers are scrutinised on how they act on concerns and complaints in accordance with fundamental standards and good practice. There is an exception for people detained under the Mental Health Act where the CQC has a specific duty to resolve individual complaints.
Key objectives include to improve consistency, amount and range of data captured, and its use, improve feedback mechanisms and consider the role of the provider and system in encouraging, enabling and acting on people’s experiences.