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From YouTube: CQC Board Meeting – March 2017 (with subtitles)
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A
Right
good
morning,
everybody
and
welcome
to
the
March
Lord
meeting
of
the
CQC
here
in
Newcastle,
we
had
a
couple
of
really
good
days,
I
think
a
number
of
colleagues
meeting
both
of
our
own
staff
here
in
Newcastle,
but
also
many
providers
and
commissioners
and
other
people
working
in
the
health
and
care
sector.
So
it's
been
a
good
couple
of
days
so
far
and
I
have
to
welcome
David
heroically
coming
from
London.
We
will
somehow
David,
despite
the
time
pressures
find
time
for
you
to.
A
A
B
Although
we've
now
received
the
we
commissioned
and
that's
being
considered
and
I'll
come
back
to
you
when
I've
got
a
readout
from
that
about
the
actions
which
we're
going
to
take
to
actually
continue
to
improve
performance
and
on
that
important
issue
on
registration,
there
is
good
news,
I
think
they're,
showing
month-on-month
improvements
in
the
lesson
to
the
timeliness
of
registration
and
I.
Think
that
is
a
reflection
as
some
of
the
changes
which
have
been
introduced,
sir.
Over
the
previous
week's.
B
An
important
figure
I
think
in
terms
of
our
impact,
which
is
what
happens
when
we
rich
providers
inadequate
or
requires
improvement
when
we
re
inspect,
and
these
are
holding
the
figures-
the
figures
that
we
announced
in
the
state
of
care
report
holding
with
about
forty
seven
percent,
improving
the
rating
forty-four
percent,
not
changing
and
nine
percent
deterioration.
I
think
the
figure
in
this
better
care
report
was
eight
percent
deterioration.
B
You've
got
these
states
of
care
report
later.
I
think
in
a
seminar
so
I'll,
not
repeat
any
of
that.
It's
a
report
night
published
a
couple
of
weeks
ago,
kate,
has
been
working
with
the
department's
health
in
terms
of
our
budgets
and
the
grant-in-aid.
The
next
year
was
confirmed
in
a
letter
on
a
14-2
march.
The
figure
for
17
18
is
34
million.
So
that
keeps
us
true
with
the
fees
we
anticipate
recovering
of
a
budget
for
next
year
of
226.
B
Since
our
last
meeting,
the
Chancellor
has
given
his
spring
budget
statement
to
the
House
of
Commons
and
we're
just
throwing
our
knowledge
meant
in
this
paragraph
really
between
the
decision
to
invest
an
additional
two
billion
pounds
over
three
years
in
adult
social
care
and
I.
Don't
know
that
we
could
claim.
B
That's
as
far
as
I'll
go
Peter
that
can
perhaps
later
we'll
have
more
conversation.
Relation
to
that.
But
the
best
of
my
knowledge,
the
letters
not
issued
until
later
this
morning,
key
and
then
the
last
item
are
just
drawing
attention
to
the
staff
survey-
would
not
previously
reported
the
NHS
staff
survey
in
any
of
our
reports.
B
So
there
is
an
annex
to
this
reports
which
actually
just
pulls
out
a
number
of
slides,
there's
a
wealth
of
information
in
it.
So,
whichever
slept
in
the
slides,
you
choose
you're
going
to
leave
something
out,
but
these
are
particular
issues
that
have
been
around
in
the
NHS
for
a
while.
So
we've
looked
at
how
many
staff
would
recommend
their
organizations
a
place
for
themselves
to
be
treated
which
rank
is
a
pretty
important
indicator,
but
we've
also
looked
at
bullying
harassment,
discrimination.
B
But
we
know
how
critical
the
staff
engagement
is
to
delivery
of
high
quality
social
care
so
and
I
thought
that
was
particularly
important
for
get
to
reflect
and
also
interesting,
is
that
the
highest
engagement
is
amongst
the
cute
specialist
to
us
and
perhaps
in
some
respects,
not
surprising
and
the
lowest
was
in
the
lessons
randoms
trusted
site.
So
that's
the
report,
Peter
and
I'm
sure
my
colleagues
will
be
happy
to
answer
any
questions
on
performance
yeah,
so
they're
gone.
Thank
you.
David
Luce.
C
C
Might
need
a
our
selves
as
a
board,
a
more
detailed
examination
of
that
issue,
because
it's
one
of
our
most
important,
but
also
just
as
a
start
to
this,
to
understanding
it
that
there
are
these
really
quite
interesting
relationships
with
this
past
survey
and
so
and
of
course,
it's
possible
to
be
critical
of
the
sort
of
the
group
and
relatively
smaller
numbers.
Numbers
are
quite
small
thee
and
the
spread
of
scores.
I.
C
Imagine
it's
quite
wide,
but
even
still
is
quite
a
interesting,
reasonably
convincing
message
that
the
trust
we're
staffed
on
don't
feel
they're
being
treated
well.
Are
they
the
those
of
the
organizations
that
also
performing
poorly
on
inspection
and
so
by
extrapolation?
Maybe
those
those
are
also
the
organizations
that
don't
improve
very
well
the
organizations
that
find
themselves
in
special
measures,
and
it
might
be
that's
while
we're
puzzling
over
the
difficulty
of
why
don't
organizations
improve?
Why
does
film
any
more
than
half
not
improve
that
this
is
a.
C
This
is
a
useful
pointer
to
why
that
might
be.
It's
the
intractability
of
better
space
relations
of
staff,
feeling
that
there
that
their
working
life
is
better
and
I
know.
That's
just
the
NHS,
but
of
course
it
could
apply
to
other
parts
of
the
care
system
as
well.
So
so
it's
a
double
player.
One
is
just.
B
Well,
I
think
we
should
do
that.
I
I,
think
you
draw
them
together
in
the
right
way.
I
personally
am
rather
cautious
about
the
special
measures.
The
vast
majority
of
other
adult
social
care,
I
have
to
say,
as
chief
executive
of
this
organization.
I,
don't
know
what
special
measures
in
adult
social
care
actually
means.
B
So
I
just
think.
We
need
to
be
really
careful,
but
I
think
the
general
point
that
you're
making
about
understanding
those
connections
the
resistance
to
improvements
on.
Why
that
happens,
it's
absolutely
right.
Lewis
I
think
mine
will
probably
speak
about
the
connection
and
we
know
that
connections
are
on
race
and
we've
seen
that
work
its
way
through.
We
have
no
staff
survey
of
adult
social
care,
there's
no
way
of
actually
compare
in
that
and
I.
B
B
What
do
we
do
with
organizations
who
continue
to
be
requires
improvement,
so
I
think
there's
a
policy
decision
to
be
made
about
how
we
address
that,
particularly
in
other
social
care,
about
to
say
where
some
of
the
improvement
resources
are
available
through
NHS
I
for
NHS
trusts,
you're,
just
not
available
so
I
think
there's
a
there's.
A
I
think
we
need
to
differentiated
conversation
about
requires
improvements
in
special
measures,
because
it
means
different
things
in
the
NHS.
It
means
different
things
in
general.
Practice
means
different
things
in
other
social
care.
B
A
Think
you're
making
exactly
the
right
links
between
the
different
the
surveys
and
our
ratings
and
our
ratings
on
reinspection
I.
Think
that
the
the
good
news
is.
First
of
all,
there
are
more
respondents
to
the
NHS
staff
survey.
I
think
if
I
come
go
the
exact
figure,
but
it's
it's
well
over
400,000
people
who
now
respond
to
that,
and
that
is
actually
reflects
the
fact
that
more
trusts
are
inviting
all
their
staff
to
take
part.
Whereas
in
the
past
it
was
often
just
a
small
sample.
A
The
staff
there
were
saying
that
exactly
the
same
and
the
staff
survey
results
changed
dramatically
in
the
course
of
a
year
and
I
suppose
in
terms
of
all
absolute
priorities,
it
is
making
sure
that
those
services
or
cells
on
the
grid
that
we
rate
inadequate,
are
dealt
with
and
those
which
is
why
we
go
back
to
those
most
quickly.
So
I
think
one
of
the
other
measures
to
what
extent
our
people
and
at
least
moving
from
inadequate
to
requires
improvement
I,
would
not
want
to
see
them
stop
at
that
anymore,
new
wood.
E
Thank
you,
I
just
are
really
on
the
same
scene,
but
and
now
they
want
to
cast
pessimism
where
we
have
celebration,
but
and
I'm
not
sure
what
the
benchmarks
are,
but
to
find
that
our
outstanding
trust,
where
the
return
of
twenty
one
percent
of
self,
that
the
fifth
of
staff
of
experienced
bullying
or
harassment
from
colleagues
in
12
times
strikes
wheeled
on
the
paper
just
being
a
lot
of
disturbing
ticket.
What
why
is
the
trap?
An
outstanding
cast
still
got
that
problem.
Now
it
may
be
the
cook.
E
The
various
explanations
one
is
actually
correct
and
something
real
conserve.
The
other
is
that
the
definition
of
harassment,
bullying
would
be
between
a
very
wide
range
of
things,
and
therefore
it
may
not
mean
all
that
much,
but
in
which
case
with
what
we
do,
the
rest
of
it
do.
I,
don't
know
if
we
have
a
tape
on
them.
A
Robert
I
I
would
agree
with
you
that
a
figure
of
anywhere
near
approaching
twenty
percent
is
extremely
unsatisfactory
and
that
is
in
our
best
drug
I.
Think
what
the
least
we
can
say
about
that
question
is
again.
There
is
a
variation
between
acute
trusts,
let's
say
an
ambulance
services
actually
in
that
particular
mental
health.
D
C
Connecting
point
because
we,
the
other
the
other
way
of
looking
at
this,
is
there
isn't
a
huge
difference.
Even
though
there
are
differences,
it
isn't
an
enormous
difference
on
most
items
and
start
survey
between
the
inadequate
through
to
the
astounding
trust.
So,
although
there
is
a
packing
which
I
think
is
a
convincing
one
and
it
isn't
as
as
big
a
difference
across
the
rating
levels
as
you
might
want
and
in
fact,
there's
an
impression
that
it's
a
little
bit
more
discriminating
at
the
bottom
end.
C
So
it's
better
that
this
master
survey
is
better
I
identifying,
in
other
words,
there's
more
low
scorers
in
the
staff
survey
and
where
the
trust
has
been
related.
Inadequate.
It's
a
little
bit
lighter
less
good
at
the
discriminating,
the
I
standings
from
the
goods,
and
so
it
may
be
that
you
know
I,
suppose
you're
right
that
there's
a
sort
of
stubborn
level
of
discrimination,
a
stubborn
level
of
bullying
across
the
NHS,
which
you
don't
find
a
huge
variation
in
until
you
get
the
bottom
end
of
the
quality
skill.
Do
you
guys
that
might
work
I.
A
Do
agree
that
I
mean
the
sure
the
number
of
outstanding
trusted,
relatively
small,
so
seeing
a
difference.
There's
is
going
to
be
big,
difficult
right,
but
I
do
agree,
but
between
individual
trusts,
I
think
you
would
find
that
the
range
Rock
Roberts
rights
are
the
best
it's
around
about
training
center,
but
the
worst
is
two
is
about
forty
percent
and
in
fact,
variation
between
an
individual
trust
level.
That
is,
that
is
most
worried.
A
So,
first
of
all,
let's
go
back
to
your
your
sort
of
first
and
central
point.
We
need
to
give
some
more
thought
to
this
and
I
I
totally
agree,
and
it
doesn't
very
much
Kurt
Umi
that
as
we
develop
our
thinking
on
well
led
this
is
this
is
Misty's
to
go
into
this,
because
this
is
all
in
part
about
leadership
and
how
you
that
a
leadership
group
engaging
your
staffs
at
the
right
times
on
sat
so
the
first
point
that
occurs
to
me
and
then.
A
Secondly,
there
are
a
lot
of
very
interesting
apps
being
developed
about
the
get
to
staff.
Engagement
was
a
very
suitable
to
be
used
in
quite
small
organizations,
as
well
as
the
big
NHS
trusts
and
even
in
the
beginning
as
trust,
and
then
an
annual
survey
is
fine,
but
actually
I,
think
the
better
trust
and
to
do
other
things
throughout
the
year
as
well.
A
So
I
think
thinking
about
what
those
things
are,
how
they
begin
to
into
leadership,
how
we
can
take
notice,
how
leadership
uses
different
forms
of
staff,
engagement
tools
and
the
information
that
comes
out.
Okay,
that's
all
something
we
need
to
come
back
to
so.
Thank
you.
I
think
that
sir.
That's
a
good
point.
Sorry
Popcaan.
F
F
The
I
was
just
wondering
they,
where
you
could
say
anything
more
about
the
project
on
looking
at
reports
production
because
that's
the
area
which
is
still
sort
of
learning.
That
means
I'm
money,
whether
where
we
know
when
we're
going
to
see
the
output
of
that
consultants
work
when
that
was
suffering.
B
G
B
G
So
there
is
almost
a
waiting
room.
That's
we
have
created
ourselves
and
I
think
the
report
is
very
powerful
in
the
way
that
it
sets
that
out
so
I
think
bringing
it
back
and
having
everybody
have
the
opportunity
to
hear
from
Steve
and
Mike
and
Andrea
about
the
way
their
directorates
have
responded
to
it
and
engaged
with.
F
Just
the
thought
of
it
because
I
would
compete
at
the
completed
the
program
of
inspections.
We've
still
got
ratings
to
sort
of
get
out
on
some
areas
here
and
I
guess.
The
effort
is
now
going
into
getting
those
pleasure
as
ratings
and
reports
out
and
finalized,
so
that
we've
got
the
coke.
The
complete
picture.
B
So,
although
I've
not
seen
that
report
and
I
think
what
we
need
to
bring
to
the
board
is
what
we're
going
to
do
about
it
and
that's
what
focus
should
be,
but
I'm
not
from
Paul
Elliott,
but
I.
Think
I'm
not
in
this
mike
one
of
the
mental
health
inspections,
the
team
of
just
produced
a
report
within
20
days,
and
they
did
that
by
taking
a
pre-populated
can
play
along
with
them
and
a
timeliness
in
the
way
that
the
team
worked
together
to
finalize
the
report.
B
So
you
know
I
think
the
jogging
will
be
without
mapping
out
the
end-to-end
process.
What
they've
done
is
it
just
really
condensed
it
by
doing
everything
they
can
up
front
and
get
into
that
and
again
I
think
we
need
to
take
some
of
Paul's
experience.
Who's
really
pushed
he
creams
on
some
of
this
and
actually
got
those
improvements
as
well.
B
So
I
do
think
we're
in
a
good
position
with
a
report
that,
as
it
works
its
way
through
and
some
of
the
experience
coming
through
managers
about
what
we
can
do
to
improve
it
to
actually
get
into
a
better
position,
and
it
might
be
worth
when
we
clear
the
report
Paul
coming
along.
So
I
talked
about
some
of
the
things
that
he's
done
to
actually
do
that,
because
that's
not
dramatically
changing
the
system's.
A
E
A
Not
for
decision
or
now,
but
I
would
like
to
to
look
at
what
we've
got
to
turn
over
target
because
I
don't
think
they
should
be
read
mr.
book
it
so
is
it
set
up
sort
of
targets
out
and
anything
that
wasn't
get
there?
That's
for
a
future
meeting
I
think
we
just
not
in
any
way
to
contradict
what
you
were
saying
earlier
David,
but
just
for
clarification.
When
you
were
saying
you
don't
know
what
special
measures
means
in
that
out:
Social
Care,
I.
A
B
So
the
the
label
special
measures
triggers
NHS
I
to
provide
practical,
hands-on
assistance
and
Resource
two
trusts.
Theoretically,
there's
a
sum
of
ten
million
pounds.
That's
available
with
the
road
College
of
General
Practitioners
have
triggers
some
help
to
general
practices,
which
are
also
put
in
special
measures
in
adult
social
care
and
inadequate
wreck
in
automatically
triggers
the
special
measures,
but
I
do
not
know
who
provides
resource
to
provide
assistance
to
improve
so
in
a
sense,
its
duplicate
above
the
label
inadequate
and
it's
an
automatic
passport
into
so
some.
My
thoughts
on
this
is.
B
It
is
just
another
level,
but
we've
got
a
rating
system,
a
four-point
rating
system
and
it's
a
double
retin
system.
It
doesn't
trigger
assistance
in
any
way,
shape
or
form.
I.
Think
the
reputational
challenge
to
a
provider.
I
was
out
on
my
bike
on
some
of
the
cycling
around
the
Kenton
e46
lens
and
I.
Pass
for
care
horns
that
shad
signs
outside
saying,
reacted.
Goodbye,
CQC,
I,
think
that's
a
reputational
point
and
I
think
special
measures
I,
don't
think
it
adds
anything
to
an
inadequate
rating.
B
A
Excellent
good
I
failed
at
the
start
to
to
welcome
Steph
from
HealthWatch
Newcastle,
and
you
are
extremely
welcome
and
its
really
interesting
for
us
as
a
board
to
hear
not
directly
sorry
to
hear
directly
from
you
rather
than
get
reports
through
Jane
and
health
watchings
and
so
Jen
I.
Don't
know
if
you
want
to
say
anything
by
way
of
introduction
to
death
and
then
court.
G
It'll
be
able
to
you
and
thank
you
pretty
much
Deborah
dived
NSA,
but
we
were
talking
earlier
on
about
improvement
and
one
of
the
things
ticky
looking
at
the
hospital's
up
here
yesterday,
the
outstanding
lot
of
their
ones
that
listen
to
their
staff
and
they
also
listen
to
people
they
listen
to
their
patients
or
families
and
the
users
and
the
plug
for
HealthWatch
generally
we're
finding
it's
a
really
rich
theme
of
positive
information.
It's
a
world
away
from
just
complaints
or
just
people
getting
very
in
a
very
difficult
situation.
G
This
is
about
the
practical
and
rich
information
that
people
can
bring.
Normally.
Yes,
you
do
this
from
HealthWatch
England,
which
is
a
table
too
pale.
Echo,
maybe
we're
a
distillation
make.
That
sounds
bit
better
distillation
of
what's
happening
at
local
HealthWatch,
where
it's
much
more
exciting
and
it's
much
more
attentive
if
it's
absolutely
close
to
where
the
people
are
so.
I
am
delighted
to
introduce
Steph
adusei,
who
is
chief
executive
of
HealthWatch,
Newcastle
and
and
I
think,
has
growth
opportunity
to
work
with
so
I'm
going
to
assess.
Tell
you
what's
happening
locally
and
yeah.
I
And
yet,
before
I
start
of
the
proper
presentation,
just
a
couple
of
things
really
I
think
Shane's
absolutely
right
because
inhale
thought
we
go
and
and
we
seek
fuse.
We
do
here
quite
a
balanced
view
of
the
service.
It's
not
just
when
people
actually
step
forward
and
say
something
in
that.
Does
it's
more
likely
to
that'll
be
a
complaint
when
somebody
motivate
themselves
to
say
something
so
by
going
out
into
all
different
communities
and
seeking
people
fused,
we
get
a
nice
balanced
view
and
hopefully
you'll
see
from
the
presentation.
I
One
of
the
things
that
we're
really
keen
to
do
a
new
castle
is
to
spread
the
air
practice.
So
we
identifying
to
celebrate
good
word
and
share
that
with
others
and
agree
with
artists
can
hear
myself
and
so
I
asked
us
if
you
stay
to
Detective,
HealthWatch,
Newcastle
and
soon
speech,
if
excess
of
health
educators
as
well,
and
we're
really
excited
about
the
fact
that
we're
going
to
be
running
both
healthwatches
as
separate
organizations
that
joined
and
we
think
it
brings
real
opportunities
in
terms
of
consistency.
I
I
We
believe
were
there
to
amplify
the
voices
of
people
to
sponsors
and
offices
and
we're
there
to
do
good.
So
what
is
the
hero?
But
I
am
half
your
name
West
African
I'm
sure
any
of
you
that
have
ever
been
in
a
room
was
not
eat.
Oh
no!
You
know
when
there's
a
mosquito
in
your
room
and
they
have
a
massive
impact
and
that's
what
we
do
was
small,
but
you
know
were
there
and
we
are
having
a
huge
impact
locally.
So
that's
true.
I
We
don't
have
anything
negative
aspects
that
must
be
the
right
over
I
reading
that
network.
Oh,
that's
what
I
want
to
talk
about?
It's
about
the
impact
that
will
happen
when
we
started
help
opportunity
after
we
spent
a
bit
of
time,
looking
at
what
are
the
principles
and
values
that
we're
going
to
base
ourselves
on,
and
these
are
really
cold.
I
These
are
just
a
selection
of
some
of
our
values,
but
I
wanted
to
highlight,
but
we
see
ourselves
the
critical
friend
and
interestingly,
if
we
get
a
requires
improvement
or
and
inadequate
rating
locally,
we
don't
say
right
we're
going
to
come
in
and
find
out
what
role
what
we
do
is
to
get
into
the
organization's
say.
What
can
we
do
to
help?
I
What
information
advice
skills
do
we
have
that
can
help
you
get
out
of
the
situation
that
you're
in
and
improved
assistance
that
your
deliveries
and
that's
gone
down
really
really
well
in
terms
of
relationship
building
and
that
final
point
around
integrity.
I
think
it's
really
important.
So
we
do
not
put
our
health
watch
interest
above
the
interest
of
the
service
users
in
the
public
and
we
we
show
through
our
behaviors,
but
we
are
doing
that
all
the
time
and
it
means
them.
We
can
shine
a
light
on
organizations
when
they're
not
doing
that.
I
So
we've
got
a
really
good
relationship
with
our
commissions
and
providers
locally
and
I
even
call
some
of
them
friends.
However,
I
don't
want
you
to
first,
second
think,
if
the
comfortable
relationship
we
are
that
bit
of
a
risk
in
the
ice,
then
we
and
sometimes
has
to
say
things
that
are
very
uncomfortable
and
we
sometimes
have
to
say
them
over
and
over
again.
But
by
being
that
bit
of
irritation,
that's
sitting
there
there
to
help.
I
What
we
produce
is
something
that's
really
good
and
couple
of
examples
of
work
that
we've
done
and
we've
recently
in
the
last
couple
of
weeks
and
I've
got
some
coffees
on
the
end
of
the
table
and
have
produced
a
report
on,
and
children
and
young
people
with
special
educational
needs
and
disabilities
and
educational
health
and
care
times.
In
particular,
we
did
that
because
the
voices
of
these
children,
young
people
and
their
parents
and
carers
are
very
seldom
hit,
particularly
locally.
I
We
were
hearing
from
them
a
trend
of
con
about
services,
and
we
knew
this
with
the
sand
reforms,
though
a
new
processes
that
have
recently
been
introduced,
and
we
also
knew
locally
that
they
were
terrified
with
Ofsted,
is
coming,
and
we
thought
this
is
a
really
good
opportunity.
Use
that
as
a
leader
to
make
a
difference.
I
We
work
closely
with
commissioners,
and
now
she
sent
off
the
way
out
to
all
the
parents
who
carry
and
young
people
who
had
a
health
and
hairstyle
a
statement
of
the
previous
version
and
one
of
the
things
we
like
to.
Do
we
like
to
ask
people
for
three
words
that
describe
their
experiences
because
it
is
a
really
good
way
of
capturing
what's
going
on
and
what
we
found
was
a
lot
of
what
they
said.
It
was
positive.
I
I
What
we
found
is
that
this
is
like
a
drop
of
water
and
investors.
The
commissioners
and
providers
of
services
have
selected
us
and
they
didn't
have
this
information.
They
really
value
it.
Despite
it
only
being
out
a
couple
of
weeks,
they've
already
met
and
started
to
prepare
an
action
plan
based
on
the
recommendations.
They
have
wholeheartedly
accepted
some
of
the
suggestions
that
we've
made
like
having
a
single
point
of
contact
for
parents
to
help
them
navigate
through
the
system
and
really
exciting.
I
We
are
planning
to
involve
parents
and
carers
in
the
development
of
the
action
found,
which
receivers
quite
a
step
forward
from
where
we've
being
in
the
past,
so
we're
immediately
starting
to
see
an
impact
and
from
that
report
and
really
really
pleased
with
us
another
piece
of
working
days
and
actually,
two
years
ago,
I
was
fitted
for
HealthWatch
England
conference.
Talking
about
the
work
we
were
about
to
be
run
home
care
and
announcer.
That
Chris
was
there,
and
so
it's
quite
nice
to
come
back
and
tell
you
where
we
got
Timothy.
I
So
this
report
was
published
rebel
now
and
we
trolled
home
care
because
and
again
seldom
heard
voices
we
weren't
hearing
anything,
but
also
the
people
in
receipt
of
home
care
are
often
hidden
from
view
behind
closed
doors.
Quite
often
the
house
bounds
or
very
rarely
get
out
of
the
home.
So
so
we
start
actually,
where
concerns
that
we're
not
hearing
anything.
I
We
were
also
concerned
because
we
were
here
with
nationally
about
things
that
were
going
on
elsewhere
in
the
country,
but
we
didn't
know
what
was
going
on
locally
and
we
knew
the
service
was
about
to
be
recommissioned.
So
again
would
have
that
window
of
opportunity
to
make
a
big
difference
and
again
was
the
saw,
our
local
authorities,
commissioners,
who
were
very
supportive.
I
In
fact,
I
think
when
I
said
we
want
to
look
at
this
and
the
lead
Commissioner
jumped
out
of
my
seat
was
joy,
so
that
was
that
was
quite
a
nice
reaction
and,
and
they
again
sent
all
of
our
surveys
out
by
direct
mail
and
again
we
got
our
fair
response
from
that
three
words
again
and
what
that
showed.
Was
people
really
appreciated
the
relationship
that
they
had
with
the
terraces
and
the
service
that
they
got
from
the
terror
is
reserved
almost
and
universal
praise
for
them.
I
There
was
very
little
Christmas
with
obvious
vigils,
deliver
and
care,
but
there
were
some
issues
and
we
came
up
with
10
recommendations
based
on
those
issues.
The
really
exciting
thing
that
came
out
so
that
was
that
when
they
develop
the
new
specifications,
6
ounces
of
10
recommendations
was
directly
was
rested
in
the
new
specification
when
I
say
directly,
some
were
almost
the
cut
and
paste
on
our
report.
So
there's
no
doubt
about
the
fact
that
they've
taken
out
on
board
I
would
all
do
that.
The
other
four
are
in
third
in
the
report.
I
The
commissioners
of
just
come
back
to
us
and
said
right
we're
about
to
start
this
new
service
we'd
like
you
to
talk
to
the
new
providers,
and
we
want
to
talk
about
your
words
about
the
report
about
what
you
found.
So
we
can
embed
that
whole
culture
and
Esau
who
right
at
the
very
beginning-
and
we
may
well
go
back
in
a
year's
time
and
see
what
difference
that's
made.
But
it's
a
bit
early
at
the
moment.
I
So
we
could
just
say
what
we're
doing
all
of
these
reports
and
every
time
we
do
a
report
that
makes
it
impacts
enough
grade.
But
my
team
at
the
minute
is
six
as
mainly
part-time
people,
so
the
amount
of
words
that
we
can
do
it's
not
upgrade
and
then
just
going
to
take
us
forever
to
change
and
services
in
Newcastle.
If
we
just
rely
on
the
big
report,
so
we're
really
starting
to
look
at
cultural
change
now
these
are
all
and
ways
and
which
we've
been
described.
I
I
could
have
put
honest
broker
on
there
as
well
and
because
that
is
probably
the
most
common
term
is
used
and
to
the
strikeout
14
castle.
But
it's
really
important
that
we
are
now
seen
as
trusted
partners.
We
are
seen
as
expert
advisors,
we're
connectors
and
in
the
system
and
we're
seeing
various
system
leaders
if
I
wasn't
here
this
morning,
I
would
be
sitting
a
thousand
system
integration
task
force
that
we
have,
that
we
thought
might
be
in
Newcastle
and
and
my
personal
mission
is
to
make
HealthWatch
a
bit
like
these
poor
animals
completely
extinct.
I
I
don't
want
there
to
be
a
reason
and
a
need
for
HealthWatch
I
want
the
organizations
to
do
the
role
of
HealthWatch
themselves.
We
are
a
long
way
from
that
velocity
Newcastle
contact,
logical,
is
fantastic,
but
I'm
not
saying
the
services
in
Newcastle
are
fantastic
because
they're
not,
but
what
we're
starting
to
get
is
phone
calls
that
same
we're
about
to
start.
Looking
at
X
we've
had
some
really
early
thinking
about
the
way
in
which
we
might
do
that.
I
What
do
you
think
we
want
your
advice
on
how
we
do
that
and
not
just
how
we
engage
with
the
public,
but
about
the
whole
approach
that
we're
going
to
take,
and
how
would
you
advise
us
to
make
sure
that
we're
really
capturing
people's
views
and
truly
reflecting
them?
And
that's
in
these
shows
that
we're
starting
to
see
that
cultural
change?
I
What
quite
infuriating
is
that
one
party
organization
will
do
that
and
the
other
part
of
the
organization
will
comfort
for
the
finish
line
and
say
we
want
to
engage
with
people
which
we
do
want
to
tell
people
about
it.
So
we
still
got
a
very
long
way
to
go,
but
we're
getting
there
and
we're
having
an
impact,
and
that
is
point
if
we're
just
going
out
in
here
and
what
people
say
and
not
making
a
difference
as
a
result
is
then
we're
not
doing
our
job.
I
Just
a
few
quotes
there
that
people
have
given
us.
I
love
that
last
one
from
gold
and
use
it
as
service
users
learning
disabilities.
That's
actually
comments
from
our
conference.
Fear
which
is
held
across
the
road
at
st.
James's
Park,
and
we
have
a
group
of
people
as
learning
disabilities
that
came
along
for
that
conference
and
participated
as
delegates
in
the
content.
Some
really
proud
of
us.
Thank
you.
I
A
J
I
We
have
a
regular
meeting
at
one
on
Monday
and
so
there's
the
ctc
ccg
of
abbreviations
here,
the
local
authority
and
I
fell
and,
and
we
sit
together
and
we
share
information-
and
it's
about
talking
about
well
who's,
going
to
be
the
best
person
to
get
involved
here.
So
quite
often
we
may
be
discussing
a
care
home
there's
an
issue
in
the
care
home.
We've
all
got
various
concerns,
so
we
can
say
we're
hearing.
We
know
we
subscribers
rumble,
so
we
share
rumbles
about
something,
and
is
it
better
that
the
CQC
goes
in?
I
Is
this
something
where
we
could
add
value?
And
it's
about
that
joint
agreement
of
and
how
best
to
approach
an
issue
rather
than
assault
is
piling
in
or
actually
consciousness
into
it
and
I
think
that's
really
important
that
we
don't
contradict
each
other
and
and
at
the
face
of
the
work
that
we've
done,
particularly
with
GP
practices
around
when
we've
had
requires
improvement,
ratings
going
and
saying
the
pieces
and
some
real
things
here
that
relate
to
patient
engagement.
How
can
we
help
you
with
that?
I
C
Suppose
we
have
got
used
to
the
idea
that
not
many
people
contribute
to
directly
and
yet
so
many
people
use
a
service
of
one
kind
or
another
and
while
they're
using
it-
and
they
usually
have
an
experience
that
they
think
they
I
think
that
they've
got
to
comment
on
the
view.
Ask
them
and
they've
usually
got
a
little
bit
of
time
hanging
around
when
they
could
make
that
comment.
I
Mean
you're
right,
we
and
sort
of
industry
sounded
it's
fine.
The
response,
sir,
but
we're
quite
disappointed
as
well
particular
stand
up.
So
we
thought
that
was
quite
a
an
engaged
motivated
group
that
would
have
had
a
higher
response
rate,
and
yet
it
was
very
similar.
We
were
and
fifty
point
of
a
not
surprised,
perhaps
and
with
the
SAT
one
and
one
of
the
things
that
we
do
and
to
try
and
get
more
general
responses
is
that
we
go
out
to
people.
So
we
do
a
lot
of
words
going
to
where
people
normally
meet.
I
So
we've
been
into
the
market
up
an
interesting
wall
cause
you
see
a
completely
different
demographic
if
you
stand
in
the
supermarket
and
but
we
also
go
to
groups,
so
we
will
go
to
mothers
groups
we've
been
to
lots
of
men's
groups
because
we
never
hear
from
men
and
we
always
get
really
low
response
rates
on
men.
So
workouts
are
going
to
post
during
the
day
because
that's
a
completely
different
demographic
of
men,
but
we've
been
to
take
that
men
shed
and
to
your
father
group
and
so
sports
clubs.
Wherever
we
can.
C
I
Congregate
on
friday
night,
but
and
but
we
also
have
and
we've
gone
to
just
sort
of
a
little
latter
group
so
anywhere
that
people
normally
don't
and
what
we
find
them
is
that's
when
we
get
that
more
balanced
view
of
what's
going
on,
because
people
aren't
coming
to
us
they're,
not
sitting
having
an
immediate
response
to
the
health
service.
What
they're
saying
is
what
I
really
like
my
GT,
but
you
know
what
see
my
dentist
isn't
so
great
or
really
little
adventures,
but
the
last
time
I
went
to
hospital
last
six
months
ago.
I
It
was
like
this
and
we
get
quite
a
nice
view
of
what's
going
on
in
the
system,
so
we
find
that
works
quite
well.
We've
also
developed
enough
so
about
capturing
that
slightly
younger
demographic
and
the
good
thing
about
that
is
your
stuff
in
hospitals.
You've
got
the
app
on
your
phone.
Your
you've
got
next
period,
sounds
a
great
or
not
so
great.
What
are
you
going
to
do?
I
You
can
give
instant
feedback
and
we
have
a
system
on
our
website,
which
is
a
bit
lighter
and
tripadvisor
type
system
for
people
can
break
and
the
service
that
they're
experiencing
in
the
moment
and
around
mental
health.
We've
done
a
lot
of
work
with
mental
health,
but
more
as
part
of
the
system.
So
there
was
a
huge
review
of
mental
health
and
in
Newcastle
Gateshead
last
year,
we're
about
to
move
into
the
delivery
phase,
and
that's
one
of
those
times
and
people
are
coming
to
us
and
saying
we're
about
to
move
into
the
delicious
phase.
I
Well,
not
quite
sure
what
the
delivery
phases
haven't
had
a
discussion
with
you
about
how
we
structure
that
and
we
go
out
to
select
priorities
every
year
based
on
trends
and
issues
that
was
heard,
and
we
ask
the
public
to
prioritize
them,
and
then
we
prioritize
them
at
the
conference
as
well.
Mental
health
is
on
the
shortlist
again
I
expect
it'll
come
out
top
of
the
list
it
did.
Last
year
we
chose
not
to
do
focused
work
on
mental
health
because
we
just
finished
a
major
consultations
this
year.
E
Okay,
sorry
Robert
30,
inspirational
presentation.
Thank
you
very
much
and
slightly
hinted
at
this
in
the
relation
to
the
team.
You
have
is
obviously
very
hard-working,
but
volunteers
and
so
on,
and
do
you
have
a
comment
you
want
to
make
about
the
resources
available
to
you
and
insofar
as
you
think,
they're,
either
good
or
bad?
What
lessons
you
might
call
for
healthwatches
around
the
country,
yeah.
I
We
do
get
very
frustrated
because
we
can't
do
more
and
we
have
a
population
you
have
two
hundred
and
ninety
thousand
and
as
I
say,
we
have
one
full-time
member
staff
and
everybody
else's
hard
time,
and
there
are
fixable
and
I
know
that
locally
some
health
watches
are
being
severe
because
to
the
extent
that
I
am
concerned
that
they
can't
do
their
work
now
we're
very
resourceful
and
we're.
You
know
we're
having
conversations
about.
Can
we
share
back
office
functions
such
as
they
are,
and
how
can
we
work
together?
I
I
Let
us
do
that,
and
but
it's
not
it's
not
sufficient
and
I
think
it
reflects
the
fact
that
and
I
don't
think
still
nationally,
but
it's
valued
and
I
don't
think
that
engagement
involving
an
installment
is
valued,
and
it's
always
the
smallest
chunk
of
the
past
and
saw
was
the
last
thing
that
gets
considered
so
yeah.
We
would
love
to
have
more
resources,
but
we
continue
to
do
the
best
that
we
can
with
what
we
solved.
A
A
In
thank
you,
sir,
because
both
the
presentation
only
did
everything
that
you
do
for
HealthWatch
in
the
people
you
serve
brilliant
board.
Is
there
any
other
business
that
the
board
wants
to
raise
but
thought
first
of
all
done
what
like
yeah
yeah
yeah
but
you're
not
on
the
board?
Yet
right?
So
in
that
case,
and
why
don't
step
right
note?
What
well
I
think
we're
going
to
need
that
seat
at
the
end
or
aren't
we?
So
so?
If
you
and
Katherine
Walters
to
change
places
up
falling
over
the
wha.
A
Really
complicated
musical
chairs
taking
place
Thank,
You
Martin
right
under
the
bassist
david
that
you
were
here
first
this
morning,
will
give
you
the
first,
where
give
you
the
first
shot,
but
Mr
assembly
come
back.
You
get
second
shot
I
mean
I.
Didn't
tell
you
about
your
bow
tie
rally
for
coming
just
a
bit.
Yes,
if
we
recognize
that,
just
that
you
were
here,
first
David,
so
off
you
go.
D
I
am
I'm
very
pleased
to
be
here
with
you
this
time.
I'm
I'm
always
some.
Where
I
listened
to
the
CEOs
report,
it
was
the
wrong
important
matters
in
it,
inspection
the
key,
be
up
to
level
with
inspections,
timeliness
of
reports
until
but
I
always
have
this
feeling
yes,
but
are
they
really
finding
out
things
that
really
matter?
And
the
answer
goes,
but
yes,
of
course,
the
things
that
are
metal
and
probably
mainly
about
adults,
social
care,
as
I
always
do.
D
Obviously,
it
is
important
that
the
records
should
be
kept
up
properly.
It
is
important
that
the
medicines
should
be
carefully
monitored.
It
is
important.
People
shall
be
given
medicines.
The
sorting,
but,
as
you
know,
many
of
the
people
around
here
have
received
some
research
which
I
did
last
year,
showing
that
there
are
a
lot
of
cases
where
the
CQC
is
not.
D
The
people
is
not
the
body
that
actually
discovers
cruelty
and
neglect,
and
there
have
been
reports
recently
in
the
press,
which
suggests
that
cruelty
neglecting
care
homes
and
in-home
care
is
quite
extensive
and
yet
somehow
other
ageism
you
in
spite
of
all
the
people
coming
to
your
national
Care
Center,
who
discover
this.
And
if
you
look
back
to
the
previous
inspection.
Very
often
you
are,
you
say
that
the
home
or
we
care
don't
care
service
is
good
for
caring
or,
if
you
say
it's
requires.
D
Improvement
is
often
about
something
not
related
to
the
abuse
that
I've
been
racking,
my
brains,
I
suppose,
for
the
last
half
year
about
why
this
year's
and
I
around
Christmas
I
was
thinking.
Maybe
it
was
a
high
level
thing
that
you
were
saying
that
you
couldn't
that
you
were
frightened
of
care
homes
closing
and
because
of
your
coming
down
too
hard
on
and
of
course,
care
homes
are
closing
and
we
need
the
care
homes
in
order
to
get
the
people
out
of
the
hospitals.
D
But
I've
been
assured
that
that
isn't
the
case
I
wonder
if,
in
fact,
it
isn't
a
little
bit
more
at
the
local
Inspectorate
level
and
I
thought
an
example
below
one
of
my
own,
but
I'll
use
one
from
fairly
near
here
from
north
yorkshire,
where
people
went
to
the
local
inspectors
with
actual
footage
of
camera,
footage
they
taken,
which
showed
abuse
and
initially
the
local
inspectors.
Just
would
not
look
at
it
that
change.
D
In
fact
they
made
an
appeal
higher
up
and
it
was,
and
it
was
looked
and
in
fact
now
there
has
been
section
since
and
I
think,
maybe
not
for
the
first
time,
but
it's
fairly
unusual.
The
the
use
of
the
footage
has
actually
been
mentioned
in
the
CQC
report.
However,
there's
been
a
best
interest
meeting
for
that
particular
victim
since
then,
and
it's
to
be
decided
in
her
best
interest,
the
camera
should
be
removed
and
why?
D
Because
she
would
be
evicted
if
it
wasn't
removed
by
the
home,
and
that
seems
to
be
totally
contrary
to
what
you
produced
in
what
you
published
in
october,
I
think,
is
quite
wrong,
and
but
those
are
people
with
evidence,
but
opposing
most
people,
friends
and
families-
don't
really
have
the
evidence,
they
are
not
in
a
position
to
get
it.
What
they
have
is
sufficient.
They
see
the
personnel
visiting
seems
to
be
a
little
more
fearful
and
so
on,
and
they
want
to
come
to
you
with
help,
but
they
do
not
want
to
be
told.
D
Well,
thank
you
so
much
for
you
told
us.
We
are
going
to
put
it
on
file
and
we
will
look
for
trends
and
the
next
time,
maybe
a
year
from
now
in
the
inspector
goes
in.
They
will
be
given
this
information.
What
people
like
that
they
are
really
worried
and
they
want
action
now.
I
know
you
can't
deal
with
individual.
Your
cases
yourself
would
you
have
influenced.
You
can
make
sure
that
the
local
authority
deal
with
this
case.
D
So
that
is
what
I
suppose
the
moment
I'm
pinning
my
hopes
that
perhaps
you
are
going
to
be
a
little
more
effective
in
how
the
way,
in
the
way
that
you
deal
with
ordinary
members
of
the
public
coming
to
you
with
suspicions
and
with
evidence
as
well
I'm,
hoping
that
a
moment
I'm
pinning
my
hopes
on
this
adulting
its
social
care
Inspectorate
report,
which
will
be
coming
out,
I
believe
in
in
May.
I
hope
I
won't
be
disappointed
with,
but
I
suppose
I
really
want
to
make
it
appeals
view.
D
I
mean
it's
very
often
said
you
know.
Well,
we
all
have
to
remember
that
we
will
be
in
care
home
sometime
I,
think
that's
an
appeal
to
selfishness.
I
rather
feel
to
your
altruism
in
the
sense
of
supposing,
when
you
have
retired
or
even
died,
people
wouldn't
say
about
you.
These
were
the
people
who
really
abolished
cruelty
in
care
homes
and
in-home
care.
And
would
you
not
be
proud?
That
was
what
people
said
about
you.
So
that's
what
I've
got
to
say:
David.
A
Thank
you.
We
we
agree
far
more
than
we
disagree,
although
that's
not
always
evident
I
know
from
our
discussions,
so
I
just
absolutely
confirm
a
starting
point
that
our
whole
strategy
of
CQC,
as
you
know,
is
to
rely
more
and
more
on
information
from
a
multitude
of
sources,
very
much
service
users,
but
also
other
professionals,
social
media,
the
media
commissioners.
However
everybody
that's
got,
it
got
one
of
you
that
that
that
we
do
need
to
capture
that,
so
we
are
starting
point
is
immediately
is
the
same.
A
We
can't
be
everywhere
all
the
time,
so
we
need
to
pick
up
the
information
from
from
people
who
are
there,
and
then
we
need
to
act
on
it.
How
we
do
that?
How
we
make
best
use
of
our
resources
is
always
an
issue.
You
referred
to
a
report,
it's
a
consultation
that
will
be
coming
out,
and
that
will
be
something
that
will
be.
A
We
can
do
that
on
a
timely
basis,
so
directionally
we're
trying
to
move
the
same
way
as
you
and
you'll
just
have
to
keep
prodding
us
as
we
go
along
over
the
next
couple
of
years,
because
it's
not
something
where
there
is
an
instant
solution,
but
I
hope
we
get
better
and
better
targeting
our
activity
and
targeting
the
really
really
poor
standards
of
care
with
retina
care,
home
or
or
anywhere
else.
So,
thank
you,
David.
You
want
to
add
anything
to
that.
Debbie.
B
Thank
you
for
going
to
the
trouble
to
travel
to
Newcastle
and
the
continuing
to
challenges
on
this,
and
we
are
not
perfect
and
we
need
to
constantly
work
to
how
we
can
actually
check
this
evidence
observe
on
our
inspections.
If
we're
in
a
care
home
the
two
days,
then
that
means
there's
another
363
days
in
the
year
that
we're
not
there
and
therefore
your
point
about
being
reliant
on
information
we
get
from.
B
Others
is
absolutely
key,
so
I
think
you're
right
challenges,
and
but
what
I
would
want
to
say
I
think
in
the
last
12
months,
we've
done
three
thousand
responsive
inspections,
which
we've
done
as
a
result
of
people
sharing
intelligence
with
us,
where
the
immediate
follow-up
was
not
we'll
monitor
this,
but
an
urgent
inspection
was
carried
out.
We
take
an
urgent
action
to
Klaus
care
homes
and
then
got
opprobrium
for
actually
the
speed
at
which
those
of
clause,
because
we
struck
the
balance
of
actually
there
is
a
risk
of
these
residents.
B
If
this
home
remains
open
and
so
you're
right
challenges,
I
just
want
for
the
record
in
a
sense
and
for
the
board
discussion.
Some
acknowledgement
that
this
option
is
checked-
and
I
think
legs
today,
as
you
go
out
in
the
coal
center
here,
you'll
get
a
sense
of
just
how
many
safeguarding
referrals
come
into
this
building
each
day,
which
have
then
got
to
be
dealt
with
and
either
urgent
action
taken
or
they'll
be
passed
on
to
the
local
authorities.
So
I
think
the
challenge
is
a
good
and
appropriate
one.
B
I
don't
want
to
in
any
way
to
be
defensive
about
this
and
I
step.
I.
Think
your
presentation,
where
you
talk
to
the
CCG,
the
local
authority
or
cells
and
CQC
and
I,
think
I
forget
what
phrase
you
use
now,
but
just
talking
about
was
it
rumbling,
yeah
rumbles,
I
thought
was
a
completely
unscripted
point
about
how,
when
we've
got
some
stability
and
maturity
in
relationships
with
local
partners,
exactly
those
conversations
can
take
place
and
so
I
do
think.
B
Your
challenge
is
a
good
one
and
we
need
to
constantly
work
at
that,
but
I
wouldn't
want
people
to
go
oil.
The
idea
that
so
an
awful
lot
of
our
activity
is
not
focused
on
the
feedback
that
comes
I'm,
not
sure
I
would
want.
My
epic
text
to
be
that
I'd
hope
it
was
always
a
good
daddy
something
personally,
but
when
I'm
doing
the
job,
please
continue
to
challenge
it.
I
cool.
H
We
need
to
set
a
standard
for
care
homes
as
we
do
and
Dave
and
I
were
discussing
this.
Yesterday
we
published
a
consultation
on
learning
disabilities,
registering
the
right
support,
which
actually
set
out
very
specific
conditions
under
which
we
would
register
housing
for
people
with
learning
disabilities.
There
couldn't
be
more
than
I
think
five
or
six
people
in
the
unit.
We
said
you
couldn't
have
campus
type
accommodation
for
people
with
learning
disabilities,
so
with
learning
disabilities.
We
have
taken
a
very
tough
line
in
saying
these
are
the
standards
and
we
went
register
again.
H
You
know
David
I
discussed
this.
Yesterday
we
almost
went
register
a
provider
who
doesn't
meet
those
sound
now.
The
question
is
whether
there's
a
similar
set
of
standards
that
we
could
use
with
karen's.
They
might
be
that
every
care
home
must
have
an
iPad
in
their
reception
area
on
which,
through
which
relatives
can
make
comments.
After
a
visit
in
their
anonymous
comments
or
personal
comments,
maybe
we
should
say
that
you
know
cameras
may
be
very
too
invasive,
but
there's
now
devices
like
a
tomb
which
are
sound
based.
H
We
could
at
least
say
that
every
care
home
should
allow
residents
or
relatives
to
put
devices
like
this
or
similar
devices.
So
I
wonder
whether
there
is
a
set
of
standards.
We
could
rather
like
we
deal
with
learning
disabilities
that
we
could
apply
to
care
homes,
because
I
do
think
David's
point
right
at
the
end
that
we
should
become
known
for
eliminating
cruelty
and
in
a
shockingly
bad
care
from
the
sector
is,
is
an
aspiration,
I'm
sure
all
board
cobby's
would
share.
C
A
C
C
You
remember
that
and
we
increase
the
penalties
for
people
who
were
found
guilty
of
mistreating
people's
mental
disorder
and
very
often
in
cabins,
but
that
is
that
more
people
are
charged
with
because
other
clients
like
assaults
or
something
more
difficult
for
various
reasons,
so
that
issue
of
ill-treatment
of
a
person
with
dementia,
it's
often
comes
under
the
Mental
Health
Act
that
be
that
that's
pursued.
It's
been
incredibly
difficult
to
find
out
just
how
many
cases
there
are
now
I
think
that's
just
as
a
passive
snapshot
of
society.
Not
taking
this
problem
serious
enough.
C
That's
a
very
good
example.
We
don't
know
how
many
cases
they're,
armed
and
CTC
has
been
trying
to
find
out
about
information
from
the
Ministry
of
Justice
and
hasn't
that
so
far
been
able
to
find
that
and
now-
and
it
has
in
the
end,
to
put
in
request
under
freedom
of
information
from
another
government
department
find
out
at
how
often
that
happens.
B
Anyone
that
I
come
undone
so
just
important.
The
consultation
response
on
registering
the
right
care,
michael
was
referring
to
it
earlier,
is
coming
to
the
board
and
it's
not
yet
completed
in
its
analysis.
I'll
share
something
later
during
the
course
of
the
day
about
where
we're
up
to
so
on
Michaels
point,
I
think
we
still
under
discussion.
B
We
haven't,
got
to
a
fixed
position,
but
I
think
the
principle
behind
it
about
how
the
clarity
of
the
standards
on
which
will
engage
is
the
key
point,
but
the
registration
issue
is
or
is
still
open
until
you
bring
back
your
consultation
and
then
after
discussion
and
arrive
at
a
fixed
position
so
and
Rebecca's
advisor
me
just
to
be
clear
about
that,
and
I
would
have
done
it
later,
but
for
the
record,
it's
probably
results.
Do
it
now,
so
thank
you.
You
beat
me
to
it,
not
pass
me
the
shopping
list.
A
K
Morning
board,
thank
you
very
much
for
letting
me
speak.
I
have
to
say
it
Newcastle's
an
adventure
so
long
way
to
go
well
worth
us
got
a
question
and
a
few
things
take
the
written
record
to
get
a
question,
and
david
dilution
and
I've
got
a
main
question,
but
just
a
few
comments
on
what
you've
been
saying
and
for
this
young
lady
here
just
to
say
and
I'm
not
really
big,
I'm
not
being
funny,
but
when
you
go
to
Wetherspoons
different
parts
of
the
country.
K
You
always
see
older
men
sitting
by
themselves
everywhere
early
in
the
morning,
I've
only
seen
yes,
if
I
saw
one
one
older
man
and
one
and
he
actually
board
chess
set
with
them,
and
he
went
from
man
to
man
bringing
the
chess
set
trying
to
engage
the
robot,
which
is
lovely
for
him
and
lovely
to
them.
But
Jess.
There
is
an
awful
lot
of
older
men
left.
K
There
was
nothing,
it's
really
quite
depressing
when
you
go
past
and
see
them:
yeah,
okay,
I'm
Louie,
yes,
mental
health
founders,
abuse
of
mental
health
patients,
I
know
as
far
as
the
dementia
patients
that
mental
health
town
was
absolutely
huge,
renault
and
roberts.
The
bullying,
I
think,
is
over
65
for
ten
thousand
twenty
one
percent
from
what
a
reporter
to
my
the
other
day.
So
it
seems
a
bit
out
of
its
over
sixty-five
percent.
It
means
people
who
are
being
bullied
are
bullying,
that's
what
it
registered
to
the
figure
to
metod.
K
Sixty-Five
percent
o
is
much
higher
and
okay.
So
my
question
is
on
the
Care
Act.
Oh
yeah,
we
were
small
one
thing
in
your
lovely
call
center
in
here.
I
rang
you
today
and
from
a
request
on
facebook
to
ask
for
some
information,
and
your
facebook
group
told
me
to
ring
the
care
center,
which
I
did
and
I
got
a
very
nice
man
from
safeguarding
and
they
were
really
sweet
and
he
gave
lots
of
information
so
go
Newcastle
callcentric.
They
were
really
sick
and
my
question
is
under
the
care
act.
K
Just
might
disassembly
for
you
under
the
care
act.
What
are
the
provisions
for
carers,
support
groups
in
so
another's
local
services,
LSU,
MSU
and
high
secure,
but
are
the
the
MSU
and
the
high
secure?
Probably
the
LSU
as
well
have
different
needs
to
ordinary
terrorist
groups.
So
under
the
care
act
and
under
the
CQC,
are
you
now?
Is
there
a
good
practice,
guidance
or
any
guidance
at
all
of
our
terrorist
support
groups
within
ms
use
high
secure
analyses
to
give
them
within
a
unit?
K
So
then
the
full
hospital,
not
just
one
unit
but
within
the
foil
hospital.
A
voice
and
I
was
soaking
to
the
other
day
by
a
member
of
the
trust,
and
they
said
that
another
unit
had
had
a
carer
support
group
but
that
all
they
did
was
complained,
so
they
shut
them
down.
So
the
qantas
me
know:
if
there's
actually
a
provision
anywhere
for
a
carer
support
group
we
did
ask
for
one
and
what
they
said
was
there.
K
K
A
K
B
B
Yesterday
afternoon,
when
other
colleagues
length
of
soup
cummington-
and
we
spent
some
time
for
those
people
with
learning
disabilities
who
have
been
detained
on
the
mental
health
legislation
for
assessment
and
I.
Don't
know
we
probably
spent
a
couple
of
hours
or
four
hours
they're,
all
together,
but
a
couple
of
hours
in
the
units
and
what
was
absolutely
clear
from
the
way
that
the
staff
talks
and
was
about
the
way
that
they
were
engaging
carers
in
the
way
that
they
operated
the
system.
B
B
Saw
what
I
thought
was
excellent
practice
yesterday,
actually
Michael,
but
people
in
quite
difficult
and
challenging
circumstances
being
angry,
other
carriers
being
engaged.
There
were
some
quite
difficult
issues.
I
mean
some
of
the
young
people
in
the
units
have
been
physically
and
sexually
abused,
so
it
Reds
a
whole
raft
of
issues
about
the
appropriateness
of
engagement,
but
I
think
the
pulse
and
the
rhythm
that
that
unit
was
resident
and
and
their
families
were
engaged
but
as
as
my
computer
says,
we'll
come
back
to
you.
B
K
Yes,
I
think
thurs
DM,
what's
usefully
happening,
is
a
ferret
there's
a
they're,
doing
something
around
the
triangles
care
which
the
practicability,
girls
and
doing
a
template,
but
the
Northmen
it.
Actually,
when
carriers
are
coming
to
the
service
and
saying
to
them,
may
we
have
a
care
of
support
group
they're,
actually
deflecting
and
decoying
away
from
us,
so
they're
they're,
saying
they're
trying
to
bestest
office
and
not
to
engage
but
looking
like
they're
engaging,
which
is
really
dangerous,
because
this
is
what's
happening.
K
K
Is
that
they're
not
actually
activating
us
they're,
not
actually
engaging
so
the
triangle
of
care
that
they're
supposed
to
be
in
implementing
it's
not
really
going
to
work
in
the
same
way
without
a
carers
to
four
groups
to
feed
back
in
and
it
comes
back
to
the
original
thing
was
Robert
you
robber,
saying
that
the
epic
air
tries
to
report
that
they're
putting
the
patients
in
danger.
So
the
only
way
to
really
do
it
safely
without
any
patient
repercussions.
K
It
is
a
large
enough
group
is
to
use
a
carer
support
group
to
funnel
it
anonymizer
and
then
hand
it
over
for
action,
but
actually
doing
that.
One
on
one
is
leaving
patients
and
carers
open
to
repercussions
which
is
slightly
are
worried.
The
other
thing
is
I
wanted
to
notice.
Are
the
public
able
to
get
a
template
of
your
review
papers
where
you
do
it
like
I?
Think
it's
nobody's
ever
I've,
never
seen
it.