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From YouTube: CQC Connect: Emergency Support Framework
Description
In this episode of CQC Connect, the podcast from the Care Quality Commission, we look at our Emergency Support Framework (ESF) and how we are using it during the COVID-19 pandemic to understand how well providers are able to deliver care and where they need support.
Recorded June 2020.
You can find out more about the ESF:
On our website - https://www.cqc.org.uk/guidance-providers/how-we-inspect-regulate/emergency-support-framework-what-expect
Watching webinars on Youtube - https://www.youtube.com/watch?v=HZLyIvvMaYI and https://www.youtube.com/watch?v=xtjaUw0KyQc
Reading our recent blogs - https://carequalitycomm.medium.com/
You can also feedback your views on the ESF on our digital engagement platform: https://cqc.citizenlab.co/en-GB/
A
Welcome
to
cqc
connect
a
podcast
from
the
care
quality
commission
we've
been
away
for
a
little
bit,
but
now
we're
back
in
this
episode.
We're
going
to
be
talking
about
our
approach
to
regulation
during
the
covid19
pandemic,
with
a
focus
on
our
new
monitoring
tool.
The
emergency
support
framework
covid19
has
presented
a
major
health
crisis
that
has
required
all
health
and
social
care
bodies,
including
the
cqc,
to
work
in
very
different
ways.
A
During
the
early
stages
of
the
pandemic,
we
moved
quickly
to
adapt
how
we
regulate
and
work
within
the
health
and
social
care
system.
This
included
pausing
our
programme
of
routine
inspections,
redeploying
our
staff
to
the
front
line
of
care
services,
supporting
the
national
testing
effort
and
expanding
our
role
in
adult
social
care
data
collection.
A
We
developed
a
regulatory
approach
to
enable
us
to
deliver
our
purpose
and
be
flexible
enough
to
adapt
to
the
changing
needs
of
the
health
and
social
care
landscape
during
the
pandemic.
This
includes
monitoring
data
to
help
us
understand
where
there
may
be
changes
in
quality
in
providers
and
or
emerging
risks
to
people
using
services.
A
In
this
episode
today,
we'll
explore
our
new
monitoring
tool,
the
emergency
support
framework
or
esf,
which
supports
inspectors
to
consistently
understand
where
people
may
be
at
the
greatest
risk
of
unsafe
care,
we'll
be
using
this
tool
across
all
sectors
over
the
coming
weeks,
but
have
been
using
it
in
adult
social
care.
Since
early
may,
we're
going
to
hear
all
about
it
now
from
an
adult
social
care
perspective
through
the
experience
of
an
inspector
and
also
a
provider.
A
So
right
now,
I'm
joined
by
lucy
hubble
who's,
an
adult
social
care
inspector
here
at
the
cqc
and
sharon
crystal
who's
operations
director
with
active
care
group.
So
thank
you
both
for
for
joining
us
today
and
sharon.
If
you
could
introduce
yourself
and
just
tell
us
a
bit
about
the
service
and
that
we're
going
to
be
talking
about
today,
that'd
be
fab.
Yes,.
C
B
The
service
that
I'm
going
to
talk
about
today,
with
yourself
and
lucy,
is
our
sorry
dca
service,
which
comprises
of
nine
supported
living
sites
across
surrey,
supporting
138
people.
Okay,
so
active
care
group
acquires
a
dca
in
january
2019
and
it
was
rated
requires
improvement.
We've
worked
with
both
the
local
authority
and
with
lucy
over
the
past
year
to
remove
an
affected,
ineffective
and
outdated
systems,
and,
despite
the
current
lockdown
climate,
we've
successfully
managed
to
meet
the
deadlines
of
our
action
plan
and
implement
all
of
the
improvements
to
the
service.
B
A
A
B
B
Then
the
government
imposed
the
official
lockdown
and
we
faced
a
plethora
of
new
problems
such
as
supporting
people
with
autism
to
to
change
their
well-established
routines.
They've
been
working
on
for
the
past
couple
of
years
and
then
expect
people
to
just
be
able
to
change
and
do
something
different.
I
remember
when
they
we
put
our
services
into
lockdown
into
this
talk
of
an
official
lockdown
coming
and
the
week
before
the
official
lockdown.
I
sat
in
my
boardroom
with
my
ops
team
and
said
right.
B
B
B
We
maintained
their
stocks
daily
across
the
business
and
it
was
really
well
managed
centrally,
so
that
any
area
of
the
business
which
did
encounter
an
issue
in
getting
ppe,
it
was
sent
directly
to
them
and
that
actually
happened
in
one
of
our
services.
In
hartlepool,
we
had
a
staff
member
test
positive
for
covert
19
a
couple
of
weeks
ago,
and
we
were
able
to
send
70
visors
straight
up
to
the
service
in
24
hours
to
be
used
by
all
the
staff
there.
B
A
That's
great
thanks
sharon
for
sharing
that
with
us
and
all
about
your
risk
management
plan.
It
sounds
really
interesting
and
I'm
sure
we'll
discuss
that
more
as
we
continue
and
the
podcast.
So
if
we
move
on
to
a
bit
around
the
emergency
support
framework
now,
I
think
it'd
be
really
interesting
to
hear
both
your
experiences
of
how
that
went,
and
we
can
talk
a
bit
more
about
that
risk
management
plan.
So
lucy
when
it
came
to
organizing
sharon's
esf
call.
C
Yeah
absolutely
jen.
I
think
the
first
thing
to
say
is
that,
since
the
beginning
of
the
pandemic
pandemic,
I've
had
regular
contact
with
all
of
my
providers
to
offer
support
and
talk
through
the
impact
of
the
covid19
situation
and
how
that's
how
how
that's
affected
them.
The
emergency
support
framework
really
has
just
been
an
extension
of
those
calls
and
has
provided
a
framework
for
recording
the
discussions
that
we
were
already
having.
C
Sharon
service
had
an
improvement
plan
in
place,
and
so
in
the
middle
of
march,
we
had
a
call
to
discuss
that
how
we
could
find
new
ways
of
working
together
at
this
time.
One
of
these
ways
included
me
attending
some
of
their
management
meetings
by
zoom,
and
this
enabled
me
to
have
an
understanding
of
what
was
going
on
for
them
as
a
service
and
also
adopt
a
shared
view
of
the
risks
in
terms
of
planning.
A
B
It
covered
all
the
tools
and
support
that
we
would
need
to
to
navigate
the
crisis.
Lucy
asked
us
about
ppe,
staffing
levels,
training,
medication
and
capturing
the
views
of
the
people
living
in
our
services
and
how
we
were
supporting
them
at
that
time.
It
was
made
very
clear
to
us,
as
lucy's
just
said,
we'd
had
lots
of
conversations
leading
up
to
the
esf.
B
C
Yeah,
so
we,
as
I
say,
sharon
said
we,
we
started
off
by
talking
about
ppe
and
any
impact
that
was
having.
I
was
aware
from
some
of
my
other
learning
disability
services
that
the
use
of
face
masks
particularly
was
having
an
impact
for
some
of
the
people
with
learning,
disability
and
autism,
and
so
we
had
a
chat
around
how
things
could
be
safely
managed.
A
B
Yeah
absolutely
I
mean
I
have
to
be
honest
and
say
that
our
last
inspection
was
very
relaxed.
Lucy
and
my
team
have
a
really
open
and
honest
relationship,
so
the
esf
call
didn't
cause
us
any
stress
at
all.
We
saw
it
as
a
supportive
mechanism
from
the
start,
like
we
said
before,
lucy
has
been
dialing
into
some
of
our
upstream
video
meetings,
so
we
knew
all
about
the
asf
and
unders,
and
we
understood
that.
B
There's
some
providers
out
there
who
were
really
struggling
and
needed
the
additional
support
from
cqc
when
it
came
to
accessing
services
and
equipment.
Our
risk
management
plan
had
already
been
shared
with
lucy,
so
she
had
a
broad
view
of
how
we
were
managing
the
challenges
and
how
we
were
solving
those
and
working
around
them.
B
Our
whole
division
has
been
really
fortunate,
with
the
support
that
we've
had
not
just
from
lucy
but
other
cqc
inspectors
across
the
country,
and
I
think
that
I
don't
know
how
the
how
the
training
went
within
the
care
quality
commission,
but
the
delivery
of
the
the
calls
both
that
we've
had
with
lucy
and
other
cqc
inspectors
have
the
feedback
from
my
team
is
that
they've
been
very
supportive
and
nobody
felt
that
they
were
under
scrutiny.
You
know
if
there
had
been
anything
that
hadn't
been
done
done
right.
B
Then
we
would
make
make
that
change
and,
like
lucy
said
we,
we
had
quite
an
in-depth
conversation
about
some
of
our
people
and
the
services
struggling
with
staff
wearing
face
masks,
and
you
know
we
were
able
to
if
we
needed
to
we'd
be
able
to
adapt
those
so
that
people
we
support,
could
see
mouths
and
faces
whilst
communicating
with
the
staff.
So.
C
B
A
B
We
did
find
it
very
supportive.
We
didn't
feel
that
we'd
been
abandoned.
You
know
we're
still
having
that
regular
communication,
but-
and
I
don't
think
it
wasn't
so
much
for
feeling
abandoned
in
us
needing
help.
But
we
we
wanted
to
make
sure
that
our
quality
assurance
process
didn't
stop
during
the
crisis
and
that
we
were
still
able
to
evidence
that
to
the
regulator
and
if
we
had
had
any
problem,
we
knew
that
the
regulator
would
have
been
able
to
help
us,
and
I
think
you
know
once
this
is
over.
B
I'm
sure
there's
going
to
be
a
lot
of
evaluating.
So
my
view
is
that
the
the
esf
enabled
both
myself
as
a
provider
and
the
cqc
to
evidence
how
we
navigate
our
way
through
it,
and
it
puts
us
in
a
really
good
stead
for
lessons
learned,
because
it's
going
to
be
a
lot
of
those
conversations
at
the
end
of
this
crisis,
and
you
know,
we've
had
our
risk
management
in
place
since
the
start,
and
it
is
a
really
robust
document,
it's
a
bit
like
war
and
peace.
B
Now,
if
I'm
honest
with
all
the
changes
and
the
guidance,
but
when
this
is
over,
you
know
we'll
be
able
to
go
through
it.
Look
at
what
worked.
What
didn't
work
have
those
discussions
with
luciano
the
cqc
inspectors,
and
should
this
ever
happen
in
the
future,
the
future
may
well
have
a
really
good
set
of
guidelines
on
how
to
get
themselves
through
it.
A
C
Having
worked
so
well,
I
asked
sharon
during
our
esf
call
if
she
could
help
me
set
up
something
similar
for
people,
both
living
and
working
in
the
services,
and
we
did
this
through
a
series
of
zoom
listening
events.
Last
week,
from
my
perspective,
it
was
really
good
to
see
people
and
to
hear
firsthand
what
the
issues
were
that
were
really
important
to
them
and
how
the
experience
of
lockdown
had
affected
the
service
that
they
received.
I've
got
some
really
great
feedback
both
both
for
us
and
for
the
service
and
I'll.
B
B
So
when
lucy
got
in
touch
to
say
that
she
would
like
to
to
host
some
zoom
meetings
with
the
the
people
we
support,
we
thought
it
was
a
great
idea,
because
lucy's
had
lots
of
dialogue
and
conversations
and
communication
with
a
lot
of
the
people
in
our
services
over
the
past
few
years.
So
you
know
at
a
time
of
crisis.
B
But
the
people
really
enjoyed
having
that
forum
to
be
able
to
speak
and
know
that
lucy
still
cared
quite
frankly
during
this
crisis,
so
yeah
we,
it
went
down
really
well,
and
we
would
be
happy
to
do
that
again,
because
it's
also
part
of
our
our
own
continual
improvement,
leading
up
to
our
next
inspection.
That
lucy
is
able
to
to
capture
the
day-to-day
issues,
as
well
as
the
pandemic
crisis
issues
and
how
we're
dealing
with
those.
C
Yeah,
absolutely
one
thing:
that's
really
struck
me
through
my
engagement
with
different
services.
Is
that
how
the
impact
of
the
pandemic
has
been
so
different
across
the
different
settings?
I
found
it's
been
so
important
to
tailor,
support
to
providers
and
the
way
the
people
in
those
services
need
it,
and
the
emergency
support
framework
has
really
given
me
that
flexibility
and
the
calls
are
a
great
opportunity
to
share
what's
working
well,
as
well
as
the
difficulties
and
challenges
that
different
people
have
had
across
the
sector.
C
A
Great
and
thank
you
both
for
joining
us,
especially
sharon.
Thank
you
so
much
for
taking
time
out
today
to
record
this
podcast
with
us.
If
you'd
like
to
learn
more
about
cqc's
approach
to
regulation
during
code
vid19
and
keep
up
to
date
as
as
we
transition
into
recovery,
please
visit
our
website
www.cqc.org.uk.
A
Where
you'll
be
able
to
find
a
range
of
resources,
including
guidance
on
the
esf
and
also
a
helpful
webinar
which
talks
you
through
what
to
expect
in
your
conversation,
you
can
also
join
our
online
engagement
platform
and
feedback.
Your
esf
experiences
and
the
issues
affecting
you
right
now,
there's
a
link
to
this
in
the
episode
description
with
lots
of
cqc
podcasts
coming
up
so
join
us
next
time.