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Description
To support the implementation of our new strategy we are looking at how we should use people's experiences of care in our future regulatory approach.
In this episode of CQC Connect, the podcast from the Care Quality Commission, we hear some of our early thinking on this topic and what we will be doing next.
We also want to hear your views to help shape this work and you can feed back on our digital engagement platform - https://cqc.citizenlab.co/en-GB/folders/implementing-our-new-strategy
You can also watch a short video on this work - https://www.youtube.com/watch?v=_naPbcqzJsw
Listen to more podcasts from the CQC: https://soundcloud.com/carequalitycommission
Find out more information about the CQC and how it regulates health and social care in England: https://www.cqc.org.uk/
A
Welcome
to
this
episode
of
cqc
connect,
my
name
is
sam
wallace
provider.
Engagement
lead
here
at
the
cqc
in
may,
cqc
launched
our
new
strategy,
and
this
is
the
latest
episode
in
the
series
where
we're
exploring
the
ways
we
are
starting
to
implement
our
ambitions
and
transform
how
we
work
I'm
joined
by
three
guests
today
who
are
going
to
talk
about
work.
We
are
doing
to
develop
how
we
use
people's
experiences
of
care
in
our
regulatory
model
I'll
hand
over
to.
C
So
we
all
work
at
cqc
because
we
want
to
improve
care
for
people.
That's
what
gets
us
out
of
bed
in
the
morning
and
we
rightly
say
that
people
are
at
the
center
of
what
we
do
and
our
new
strategy
really
reflects
that.
We
say
we
have
a
very
clear
ambition
to
have
regulation
driven
by
people's
needs
and
experiences.
C
C
Secondly,
we
want
to
be
really
clear
and
consistent
in
how
we
use
people's
experiences,
so
we've
got
a
shared
understanding
of
their
value
and
how
they
are
practically
used
in
our
work.
We're
working
on
a
definition
of
what
people's
experiences
really
mean,
so
that
we've
got
that
shared
understanding
and
we're
developing
some
principles
for
how
we
use
people's
experiences
and
a
framework
for
how
we
enact
those
principles
in
each
part
of
our
regulatory
activity
and
decision
making.
C
There
are
many
areas
to
explore
here
and
we
want
to
test
them
so
that
we
understand
the
best
sources
and,
as
part
of
that,
in
the
new
assessment
framework
that
dave
will
talk
about,
we
want
to
consider
increasing
our
scrutiny
of
how
providers
and
systems
listen
and
act
on
people's
experiences.
There
are
some
really
good
examples
of
how
well
that's
done
out
there
and
how
it
helps
to
improve
care
and
also
of
critical
importance,
is
being
able
to
report
back
to
people
on
how
we've
acted
on
their
experiences.
C
We
need
to
be
able
to
do
this
much
better
so
that
we
can
encourage
and
incentivize
people
that
it's
a
thing
worth
doing.
And
finally,
what
we
want
to
do
obviously
is
engage
and
co-design
this
internally
and
externally,
with
people
and
providers
about,
so
that
we
get
this
right
and
because
it's
in
line
with
our
strategy.
A
Thanks
jill,
that's
really
helpful,
and
I
I
think
just
just
from
hearing
some
of
that.
Some
of
that
background
we
can
really
see
how
this
links
in
with
some
of
the
other
work
we're
doing
around
our
our
new
regulatory
model,
in
particular,
some
of
the
work
around
assessment
frameworks
that
we've
previously
discussed
dave
can
I
can
I
bring
you
in
now,
just
to
kind
of
maybe
say
a
few
words
about
how
this
work
connects
with
some
of
that
other
work
and
in
the
development
of
our
future
regulatory
model.
B
The
first
one
is
how
we
are
using
what
people
have
already
said.
They
expect
from
care
services
and
from
systems
as
well
and
we're
doing
that
by
by
working
with
our
partners,
so
we're
looking
at
what's
been
what's
been
developed
and
co-produced
by,
I
think
we're
looking
at
personal
and
also
the
national
voices
to
look
at
the
I
statements
that
have
been
produced
there
and
those
are
really
kind
of
plain
english
descriptions
of
what
people
say.
Good
quality,
person-centered
care
looks
like
to
them.
B
We
want
to
see
if
they're
a
helpful
way
of
bringing
to
life
our
five
key
questions
as
a
way
of
perhaps
prompting
people
to
really
understand
what
they
should
expect
from
care,
whether
that's
health,
social
care
or
perhaps
you
know,
a
combination,
as
jill
said.
This
is
this
is
playing
across
across
whole
systems
and
possibly
as
a
way
of
kind
of
spurring
people
to
provide
feedback
to
us
and
and
also
to
to
the
services
themselves.
B
B
A
Thanks
dave-
and
I
I
think
kind
of
just
just
following
on
from
that-
then
we
can.
We
can
definitely
see
how
people's
experiences
of
care
are
a
really
key
source
of
intelligence
for
us
in
our
work
and
it'd,
be
interesting
to
hear
a
bit
more
about
that.
You
know
how
we
might
want
to
be
using
it
in
things
like
our
monitoring
work
or
our
assessment
work.
For
example,
can
I
bring
you
in
there
to
maybe
say
a
bit
about
that.
D
Absolutely
and
I'm
I'm
very
excited
about
what
dave
and
jill
has
just
outlined,
because
I
think
analysis
can
really
help
all
of
those
things
to
bring
alive.
It's
almost
like
the
engine
room
in
the
back.
That
sort
of
you
know
we
will
calculate
and
look
at
interpretation
of
different
experiences,
and
things
like
that.
So
I'm
excited
about
it,
because
I
think
it
really
offers
us
that
opportunity
to
really
think
about
what
is
it
that
people's
experiences
bring
to
our
understanding
of
quality
of
care.
D
So
I'm
really
excited
about
kind
of
exploring
those
possibilities
and,
as
jill
mentioned
before,
really
bringing
out
the
value
of
those
experiences
to
help
us
make
better
decisions
and
ultimately
provide
better
care
for
people.
So
another
part
that
I
think
we
want
to
explore
more
about
and
that
we
feel
quite
excited
about
is
really
thinking
about
people's
experiences
as
a
unique
way
to
understand
health
and
social
care.
So
we're
really
thinking
about
the
differences
that
exist
between
different
data
sources.
You
know,
for
example,
google
reviews.
What
can
that
tell
us?
D
What
can
that
bring
for
us
sort
of
up-to-date
view
of
the
service
versus
other
type
of
data
sources
as
well,
and
and
how
can
we
kind
of
make
sure
that
we
use
people's
experiences,
for
example,
to
understand
that
there
is
a
sign
that
things
are
changing
as
well,
so
really
really
trying
to
kind
of
think
about
all
of
the
aspects
that
we
want
to
understand
as
a
regulator
and
how
people's
experiences
can
fit
into
that.
And
I
guess,
including
in
that,
is
also
about
understanding
people's
needs.
A
Great
thanks
for
that
cat-
and
I
think
I
think
one
of
the
other
things
that
really
stands
out
about
this
work
is
what
it
might
mean
for
how
we
work
differently
with
providers
around
making
sure
we've
gathered
the
right
experiences
from
people
who
use
services
and
hear
from
as
many
people
as
possible
be
great
to
hear
a
little
bit
more
about
that
jill.
Can
I
start
with
you
so.
C
I
think
that
people
that
provide
care
the
services
that
people
receive
they
are
really
keen
to
be
the
first
point
of
contact
for
somebody
who
wants
to
feedback
about
the
quality
of
their
care,
and
we
know
that
the
people
that
provide
care
services
are
accountable
for
listening
to
that
feedback
and
acting
on
it.
So
I
think
we
want
to
work
with
providers
to
make
sure
that
we
are
really
understanding
how
they're
doing
that
and
what
it
can
tell
us
about
the
quality
of
the
service
that
they're
providing.
C
So
I
think
we
all
understand
that
not
everyone
feels
comfortable
feeding
back
to
the
people
that
are
providing
care
to
them.
So
we
always
need
to
acknowledge
that,
and
people
need
to
feedback
where
they
feel
most
comfortable,
but
the
more
that
a
provider
of
a
service
can
do
to
make
people
feel
really
encouraged
and
unable
to
feed
back
the
better.
It
is
for
their
service
and
the
better.
It
is
for
us,
because
we
can
gain
some
assurance
from
the
fact
that
the
service
will
be
a
good
one.
A
C
A
B
People
just
being
much
more
clear
on
what
they
can
expect
and
and
how
they
should
feel
empowered
and
to
to
feedback
on
that
really,
and
I'm
thinking
about
my
own
mum
right
there
and
her
recent
experiences.
And
you
know
I
I
think
we
could
have
done
more
in
how
we
set
out
what
people
should
expect
in
the
public,
who
aren't
necessarily
a
specialized
audience
so
yeah
demystifying
and
really
encouraging
people
to
to
share
their
thoughts
with
us.
D
Linking
into
what
dave
was
just
saying
there
as
well
about
really
understanding
how
people's
experiences
feed
into
the
decisions
that
we
make
and
that
they
can
know
how
that
information
has
been
used
and
just
being
really
clear
about.
That
is
something
that
I'm
really
looking
forward
to
it
and
really
being
able
to
tie
this
sort
of
analytical
element
of
things
together
with
the
better
decision
making,
together
with
bringing
people
into
the
picture
and
telling
us
about
their
care
or
or
reusing.
D
A
C
Well,
I
think
what
dave
and
cat
have
said
is
is
really
about
a
culture
change
in
people
who
use
services,
feeling
that
it's
okay
to
speak
up
and
to
feedback
about
good
experiences
and
bad,
and
we
know
that
people
sometimes
are
afraid
to
do
that
or
it's
not
in
our.
You
know
british
culture
to
to
do
that
to
speak
up,
but
we
really
need
people
to
do
that,
so
that
services
can
improve.
A
Absolutely
that's
a
really
a
really
important
point
to
finish
on
so
so
thanks
all
for
for
joining
us
today.
This
really
does
sound
like
really
important
and
interesting
work.
That's
going
to
be
taking
place
over
the
next
few
months
and
thanks
everyone
for
listening
to
this
podcast
episode,
if
you'd
like
to
get
involved
in
helping
shape
this
work
and
other
elements
of
our
work.
A
Our
new
strategy
then
visit
our
digital
engagement
platform,
citizen
lab
and
you
can
find
the
link
to
that
in
the
episode
description,
there'll,
be
ongoing
opportunities
to
feedback
and
future
updates
on
this
work
available
there
and
for
more
on
how
we
are
implementing
our
strategy.
Look
out
for
blogs
on
our
medium
page
and
videos
on
our
youtube
channel.
So
thanks
again
to
jill
dave
and
cap
for
joining
us
today,
and
thanks
for
listening
and
look
up
for
more
podcast
episodes
coming
soon.