►
Description
Hear from Rosie Benneyworth, Chief Inspector of Primary Medical Services and Integrated Care at CQC, as she introduces you to one of our emerging strategy themes ‘Meeting people’s needs’.
A
Okay
good
afternoon,
everyone
and
welcome
to
our
strategy
discussion
this
afternoon.
My
name
is
rosie
bennyworth,
I'm,
the
chief
inspector
of
primary
medical
services
and
integrated
care
at
the
cqc,
and
this
afternoon
we'll
be
talking
about
how
we
work
to
meet
people's
needs.
I'm
a
gp
by
background
and
I've
been
with
the
cqc
for
about
18
months,
and
I'm
I'm
really
delighted
that
we're
going
to
be
having
this
conversation.
A
A
A
A
So
the
way
that
this
webinar
is
set
up
for
those
of
you
who
are
not
familiar
with
teams
live,
is
that
I'm
myself
and
the
team
are
able
to
speak,
but
unfortunately,
we're
unable
to
hear
your
voices.
But
we
do
want
to
hear
all
your
comments,
all
your
thoughts
or
your
questions,
and
you
can
use
the
chat
function
at
the
side
side
of
the
screen
to
ask
any
questions.
A
If
you
do
put
something,
it
would
be
really
helpful
to
have
your
name
and
post
your
name
so
that
we
can
get
back
to
you
if
we
don't
have
chance
to
answer
all
of
the
questions
today
and
also
you
may
have
questions
that
are
not
related
to
the
strategy.
So
please
do
post
these.
Please
do
put
them
up,
because
we
want
to
hear
from
you
and
we
will
get
back
to
you
by
email
after
the
event.
A
A
A
Our
vision
is
that
we
want
to
become
a
world-class
regulator.
We
want
to
drive
improvements
in
how
people
experience
health
and
care
services
working
towards
a
safer
future,
and
I
think
from
all
aspects
of
the
care
that
we
we
regulate
and
we
regulate
a
very
wide
selection
of
providers,
including
hospitals,
care
homes,
domiciliary
care
online
providers,
primary
care
providers.
A
We
see
that
the
importance
of
what
we
do
and
why
we
do
it
is
more
visible
than
ever
and
we
want
to
regulate
in
a
way
that
is
simple.
That's
based
on
open,
strong
relationships
with
providers
and
to
be
more
effective
by
focusing
our
actions
on
the
areas
where
we
can
have
the
biggest
impact
on
people's
care.
A
So
we
know
that
we
know
that
things
are
changing
rapidly
and
they've
probably
changed
more
rapidly
in
the
last
three
or
four
months
than
they
have
done
in
the
last
three
or
four
years
in
many
ways,
and
we've
known
for
a
long
time
that
people
are
getting
older,
we've
got
changing.
Demographics,
we've
got
a
lot
more
people
with
long-term
conditions.
A
We
know
that
resources
are
limited.
We
know
that
there's
new
technologies,
new
ways
of
working
and
actually
in
in
the
sectors
I
regulate
so
for
general
practice.
For
example,
we've
seen
massive
transformation
in
the
last
three
or
four
months
in
terms
of
how
people
are
providing
care
with
digital
solutions,
and
that's
only
going
to
grow
and
change,
and
so
we
are
expecting
continuing
rapid
change
and
we
know
that
we
need
to
be
flexible
and
responsive
in
order
to
be
able
to
deal
with
that.
A
We
also
know
we
don't
always
get
it
right.
We
need
to
judge
our
own
successes
by
those
who
we
regulate
and
if
people
aren't
improving
and
if
the
health
and
social
care
system
is
not
providing
people
with
consistently
high
quality
care,
we
need
to
look
at
ourselves
and
think.
Actually,
how
do
we
improve
in
order
to
help
providers
improve?
A
A
We've
got
to
be
more
relevant
and
responsive.
We
need
to
match
the
pace
of
things
that
are
changing
in
the
outside
world.
We
need
to
get
ahead
of
those
and
there's
lots
of
innovations
where
we
constantly
see
emerge,
and
we
need
to
think
carefully
about
how
do
we
enable
those
innovations
as
a
regulator
but
make
sure
that
they're
there
in
a
safe
way.
We
know
that
things,
particularly
after
covid,
are
going
to
look
very
different
and
we've
got
to
adapt
to
that
as
well.
A
So
we've
learned
a
huge
amount
over
the
the
last
few
months
throughout
the
kovich
19
pandemic,
and
we
also
know
that
we're
going
to
have
to
continue
to
learn
because
the
challenges
are
continuing.
We
know
that
there's
a
lot
of
challenges.
Providers
are
still
facing
with
the
pandemic
and
we
need
to
continue
to
respond
and
take
those
into
contacts,
as
we
continue
our
work
and
during
the
I
think,
very
early
on.
A
We
didn't
want
to
be
vectors
for
this
virus
ourselves
by
our
inspectors,
going
in
and
out
of
different
places
and
spreading
the
virus,
and
we
wanted
to
make
sure
that
we
reduced
demand
for
scarce
ppe.
So
in
view
of
all
of
that,
we
decided
to
pause
routine
inspections
and
that
happened
back
in
march.
A
However,
we
continue
to
regulate
during
that
period
of
time
and
we
continue
to
inspect
based
on
on
risk
and
concerns
that
we
saw.
We
worked
to
engage
with
providers
on
a
regular
basis,
see
what
we
could
do
to
support.
We
continued
our
monitoring
activity
and
we
continued
our
ongoing
assessment
of
safety
and
quality
and
worked
with
many
of
our
partners
across
the
system
to
be
able
to
do
that.
A
A
We've
responded
to
information
from
people
working
in
services,
from
carers,
from
people
who
use
services
and
we've
we've
responded
to
safeguarding
alerts
to
whistleblowing
alerts,
and
we've
also
had
a
lot
of
information
from
people
who
use
services
and
their
families,
which
has
been
supported
by
a
national
campaign
to
increase
the
level
of
feedback.
We
gather
about
the
quality
of
care
through
and
give
feedback
on
care.
A
A
So
so
we
have
developed
the
new
tool,
the
esf
and
that's
been
very
well
received
by
the
providers
that
we've
talked
to
who
who
we've
been
through
that
that
process
with
it
is
a
monitoring
tool,
and
it
does
also
help
us
capture
some
of
the
innovations.
We
know
that
there's
been
some
fantastic
innovations
over
the
last
few
weeks
and
months
and
that
providers
have
worked
both
individually
as
providers
but
across
different
providers
to
really
deliver
good
care
to
people.
A
So
can
I
just
take
this
moment
to
say
thank
you
to
you
all,
because
I
think
what
what
the
systems
have
done
has
been
really
outstanding
and
really
great
in
terms
of
making
sure
that
those
challenges
are
met.
We
have
sharing.
Learning
is
really
important
for
us.
It's
really
important
in
a
mechanism
of
driving
that
improvement,
that
we
are
able
to
share
the
really
good
stuff.
A
If
we
could
go
to
the
next
slide
here
so
so
this
is,
is
something
we've
really
learned
over
the
last
few
months
is
that
actually
information
information
sharing
is
so
important.
It's
important
that
people
do
share
information
to
improve
care.
It's
important
that
actually,
the
voice
of
people
using
services
is
really
heard
and
going
back
to
some
of
the
innovations
that
we've
heard.
Some
of
them
actually
are
really
welcomed
by
people
using
services.
A
So,
for
example,
digital
technologies
there's
something
great
great
examples
where
it's
improved
access
and
where
people
have
heard
have
had
their
experience.
Really
enhanced.
We've
heard
some
people
say,
though,
actually
they
find
it
more
difficult
to
access
and
so
to
really
shape
those
developments.
The
voice
of
people
is
so
important.
A
We
also
know
that
over
the
last
few
months,
local
systems
have
a
massive
impact,
so
we've
heard
some
brilliant
stories
about
where
local
systems
have
worked
together
to
to
provide
care
to
really
understand
what
the
needs
of
their
local
populations
are.
We've
heard
some
stories
where
that
hasn't
worked
so
well,
and
we're
really
keen
to
to
learn
and
help
systems
develop.
A
Transparency
is
so
important
and
we
are
absolutely
calling
for
transparency.
So
it's
it's
really
important
that
people
share
data
people
share
information
in
a
way
that
actually
helps
the
whole
system.
Improve.
It's
important
that
you
know
we
don't
we
don't
blame
each
other.
We
use
data
for
for
really
improving
things,
and
we
can
only
do
that
if
that
is
shared
widely
and
really
shared,
so
everyone
can
see
it
and
learn
from
it.
A
So
we've
talked
a
bit
about
how
we've
actually
changed
and
developed
over
the
last
few
months,
but
I
think
we've
still
got
work
to
do.
We
need
to
really
look
at
how
we
make
our
strategy
a
reality,
and
we
need
to
do
that
by
building
foundations,
and
this
is
about
actually,
how
do
we
use
our
data
in
really
new
and
dynamic
ways?
How
do
we
get
a
dynamic
view
of
the
view
of
quality
of
care,
and
how
do
we
use
new
technology
to
do
that?
A
Adapting
and
evolving
looks
at
drawing
on
the
foundations
we
have
to
adapt
and
evolve
the
things
that
we
do
to
continuously
improve.
We
want
to
provide
us
to
have
an
improvement
culture
that
enables
them
to
continuously
improve,
and
we
think
actually
for
us
as
an
organization.
We
need
to
be
doing
the
same.
We
need
to
be
leading
the
way
in
developing
that
improvement,
culture
and
really
enabling
us
to
keep
pace
with
all
of
the
changes
that
are
happening
and
in
terms
of
creating
our
future.
A
So,
moving
on
to
the
next
slide,
please
steph
the
the
timeline
in
which
we're
doing
this.
We're
we're
looking
at
doing
this
rapidly,
so
we're
looking
at
the
development
we're
in
phase
one
at
the
moment.
We're
scoping
and
planning
we're
sorry
we're
not
in
phase
one
at
all.
That
was
last
summer.
Bear
with
me
we're
in
phase
three.
We
we've
done
the
scoping
and
planning
we're.
A
Looking
at
developing
we've
developed
draft
priorities,
we've
developed
a
people
plan,
we've
rolled
out
the
emergency
support
framework
and
we're
rolling
out
the
transitional
approach
as
we
go
into
autumn
2020,
we're
testing
out
future
strategic
options
and
starting
to
think
about
how
we
really
develop
this.
We
will
be
going
out
to
formal
consultation
in
winter
of
this
year
and
then
we'll
be
looking
to
publish
our
strategy
and
implementation
in
may
2021..
A
A
We
want
to
transform
how
we
collect
and
understand
people's
individual
experiences
and
those
of
local
communities,
particularly
people
from
seldom
heard
groups,
those
made
vulnerable
by
their
circumstances
and
those
at
risk
of
abuse.
We
think
public
transparency
is
very
important
about
what
we're
hearing
from
people
and
how
we've
acted
upon
it.
We
want
to
be
bold
about
speaking
out
about
poor
care.
Poor
care
is
unacceptable.
A
A
So
if
we
could
just
move
on
to
the
next
slide-
and
this
is
where
it
would
be-
really
helpful
to
hear
your
thoughts-
we've
got
some
time
to
have
some
questions
and
comments
now
and
some
time
at
the
end
as
well.
So
what
we'd
like
to
hear
from
you
is
actually
what
what
do
you
think?
Cqc's
role
should
be
in
me
meeting
people's
needs.
Should
we
be
looking
at
systems?
A
How
do
we
really
look
at
regulating
services
through
the
eyes
of
those
people
using
services,
and
what
role
can
we
play
addressing
inequalities
is
hugely
important
for
us.
How?
How
do
we
as
a
regulator,
take
our
part
in
that
and
make
sure
that
all
the
people
we
work
with?
Have
that
focus?
So
I'm
looking
forward
now
to
hearing
your
questions
so
steph,
is
that
something
you'd
like
to
to
to
share
some
questions
at
the
moment.
B
Yes,
so
it's
me
it's
jen
here.
Oh
sorry,
jen!
That's
all
right,
don't
worry
and
just
to
say
to
everybody
on
on
the
call.
Today
we
will
be
sharing
the
slides,
and
so
don't
worry
about
that
after
the
webinar
today,
you'll
get
a
copy
of
the
slides
and
also
we've
had
a
few
questions
through
around
ppe
and
other
issues
about
the
new
visiting
guidance.
That's
just
been
released
today
and
we
will
get
back
to
those
queries
that
are
outside
of
the
strategy
after
the
series
is
over.
So
don't
worry
about
that.
A
So
I
think
in
terms
of
we've
discussed
world
class
on
several
occasions
and
wondered
if
that's
the
the
right
ambition
or
not,
and
actually
we've
come
to
the
point
where
we
think
it
is
the
ambition
that
we
want
to
have.
We
want
to
be
leading
the
way
across
the
world
in
looking
at
actually
how,
as
a
regulator,
we
can
really
support
world-class
services
and
to
develop
what
can
we
do
as
a
regulator?
That's
going
to
stimulate,
provide
us
to
think.
A
Actually,
you
know
we
want
to
look
for
the
to
be
the
very
best
and
what
we
do
can
actually
help
support
providers
to
get
there
and
support
systems
to
get
there.
So
I
I
think
we
would
all
want
that,
for
the
the
people
we
serve
is
to
make
sure
that
we
have
really
really
world-class
health
and
care
services.
Just
to
mention
we
do
work
with
regulators
from
across
the
world.
We
do
share
the
way
we
work.
B
A
Evidence
about
a
world-class
regulator,
so
I
think
I
think
that's
a
good,
very
good
question.
I
think
we
would
be
basing
ourselves
on
a
whole
range
of
intelligence
about
what
we
do
so.
Firstly,
are
we
confident
that
we've
got
evidence
that
we
are
supporting
providers
to
improve
and
become
the
best
that
they
can
be?
Have
we
got
evidence
from
the
public
that
they
are
clear
about
what
we
do?
Why
we
do
it?
It
does
really
genuinely
help
them
choose
which
services
to
use
have.
A
We
got
other
countries
coming
to
us
asking
us
what
we're
doing
and
we
do
at
the
moment.
We
do
have
other
countries
coming
in
and
interested
in
what
we
do
and
and
have
we
got
the
confidence
of
providers,
the
public
stakeholders
in
what
we
do
to
make
sure
that
they
can.
Everyone
can
be
confident
that
we
are
really
delivering
on
our
purpose,
so
I
think
there
wouldn't
be
one
form
of
evidence.
A
I
think,
as
we
do
with
all
of
our
kind
of
current
work,
we
look
at
a
whole
range
of
of
a
different
metrics.
That
would
help
us
come
to
that.
Come
to
that
position
and
as
I
said
earlier,
I
think
you
know
it's
not
a
static
thing.
I
think
someone
said
the
other
day,
which
I
think
is
a
lovely
phrase.
If
you're
not
if
you're,
not
improving,
you're,
actually
getting
going
backwards,
and
I
think
we
need
to
have
that
improvement
culture
which
we
do
within
the
organization.
So
we
learn
we
continually
evolve.
B
That's
great
there's
a
lot
of
discussion
happening
around
systems
in
the
chat,
so
there's
a
comment
here.
I
agree
with
rosie
that
quality
of
care
is
an
emergent
outcome
of
a
network
of
providers
and
interactions.
If
this
is
the
case,
surely
inspecting
and
rating
individual
providers
must
be
invalid.
A
A
Well,
we've
seen
some
examples
where
it
hasn't
worked
very
well,
and
actually
people
have
come
to
harm
and
that's
not
not
something
that's
acceptable
at
all,
and
what
we're
doing
is-
and
we've
got
another
discussion
about
this
actually
tomorrow
in
a
similar
webinar-
is
we're
currently
rolling
out
a
system,
a
a
series
of
what
we're
calling
provider
collaboration,
reviews
which
are
really
starting
to
capture
the
learning.
That's
happened
over
covid
and
starting
to
look
at.
A
That's
that
methodology
is
based
on
some
of
the
learning
we
had
from
the
local
system
reviews
a
couple
of
years
ago,
and
some
of
you
may
have
seen
the
publication
around
that
it
was
called
beyond
barriers
and
it
kind
of
gave
a
a
flavor
of
what
we
think.
Systems
need
to
be
considering
to
really
drive
that
good
quality
care
in
their
systems.
A
It
is
something
we
want
to
progress
where
we
have
that
spectrum
between
what
we
can
do
at
a
system
level
and
what
we
can
do
at
a
provider
level.
That's
what
we
need
to
work
through
over
the
coming
few
months
and
we
need
to
really
understand
how
do
we
understand
the
quality
of
care
within
a
provider
by
looking
at
a
system,
and
can
we
can
we
shift
that
to
to
more
of
a
system
view
than
a
provider
view?
A
I
think
the
general
consensus
at
the
moment
is:
we
probably
need
to
do
both
and
we
probably
need
to
need
to
look
at
both
care
within
a
provider
and
care
with
us
within
a
system.
But
is
there
an
opportunity,
I
think,
within
our
system,
work
to
start
to
think?
Actually,
how
do
we
use
that
to
really
identify
the
the
kind
of
concerning
providers
in
a
way
that
enables
us
to
to
make
sure
our
regulation
is
right,
touch
across
the
board.
B
B
World-Class
services
need
world-class
funding.
Inequalities
in
local
areas,
funding
care
and
the
variation
in
contracts
with
independent
providers
is
shocking.
That
is
the
greatest
inequality
for
our
vulnerable
people.
So
one
of
the
questions
here
is
that
our
purpose
and
vision
is
is
great,
but
how
can
it
be
done
fairly
in
an
equal
inequitable,
health
and
social
care
system
with
different
budgets
and
populations?
B
A
Really
good
question
and
I
think
it's
it's
certainly
something
that
we
will
be
kind
of
exploring
through
the
work
we're
doing
around
systems.
At
the
moment
we
don't.
We
don't
have
the
legal
powers
to
look
at
commissioning
our
legal
powers.
Very
much
look
at
how
providers
work.
I
think
that's
something
we
we
need
to
explore
as
we
go
forward,
but
it's
it's
certainly
something
at
the
moment.
A
We
can
only
look
at
providers
and
we
can
only
look
at
how
providers
work
together
and
we're
not
able
to
comment
on
the
commissioning
structures
around
them.
I
think
what
is
important
is
that
you
know
we
we
look
at
how
providers
both
individually
and
as
a
system
are
really
thinking
about
what
their
population
needs
are.
A
Now
that
does
require
systems
to
work
together,
providers
to
work
together
across
a
system
and
to
have
all
sorts
of
arrangements
in
place
that
will
enable
you
know,
resources
to
be
shared
and
and
used,
and
that
collaboration
is
really
important.
But
you
know
there's
numerous
examples
of
where
failure
demand,
because
people
aren't
getting
the
quality
of
care.
A
They
need
first
time
round
increases
costs
in
systems
and
whether
that's
things
like
people
ending
up
in
the
wrong
place
and
in
crisis
care,
because
there's
not
the
early
intervention
people
not
getting
the
end
of
life,
not
having
advanced
care
planning
discussions
and
thinking
about
where
they
actually
want
to
spend
the
end
of
their
life
and
then
ending
up
in
the
wrong
place.
Cancer
not
being
diagnosed
early
enough
and
needing
much
more
treatment.
A
Further
down.
The
line,
so
I
think
I
think
we
do
need
to
think
about
how
do
we
move
move
pathways
and
how
do
we?
How
do
we
look
at
kind
of
people's
needs
right
from
early
on
in
pathways
and
early
on
in
a
person's
journey
so
that
actually
they
get
better
quality
care,
but
actually
from
the
system,
resource
use
and
everything
else?
It's
it's
more
effective.
B
That's
great,
thank
you
and
there's
lots
of
reflections
here
on
the
needs
of
people,
and
so
there's
a
comment
here
that
our
inspection
ports
need
to
be
more
user
friendly,
more
service
user
friendly
and
also
we'll
see
qcb,
including
contingencies
for
loneliness
and
isolation
in
future
frameworks.
I
think
that
one
of
that's
one
of
the
biggest
takeaways
from
the
crisis.
A
A
So
I
think
that's
something
we
will
be
looking
at
and
actually
how
do
we
get
much
more
real-time
information
to
people
using
services
as
well,
so
at
the
moment
we
go
in
and
inspect
and
then
we
go
and
inspect.
You
know,
however,
long
afterwards
and
that's
a
snapshot
in
in
terms
of
those
reports
and
that
that
person's
understanding
of
the
service-
and
I
think
we
need
to
think
about
more
real-time
information
to
people
using
the
services,
so
they
can
make
really
informed
decisions
as
they
go
forward.
A
Jen
I've
forgotten
the
second
part
of
the
question.
Sorry,
and
it
was
an
important
one,
oh
fairly.
Yes,
it
was
about
older
people,
wasn't
it
and
loneliness?
Sorry,
I
just
yeah
yeah.
So
absolutely.
I
think
that
this
has
been
a
key
issue
for
you
know
forever,
but
I
think
it's
it's
absolutely
over.
The
last
few
months
is
something
that
has
become
really
apparent
and
really
something
that
we
need
to
tackle
and
I
think,
there's
a
variety
of
ways.
We
could
look
at
what
we
do
to
tackle
that.
A
A
I
think
one
of
the
things
that's
come
out
from
covid
is
the
brilliant
work
that
the
volunteers
have
done.
You
know,
actually,
how
do
we
harness
some
of
that,
because
I
think
there's
been
some
tremendous
stories
about
how
volunteers
have
worked
with
providers
to
look
at
supporting
people
who
are
on
their
own
or
supporting
people
with
with
certain
needs.
So
how
do
we?
How
do
we
harness
that?
B
That's
great
my
right
to
do
just
one
more
step
before
we
go
on
yeah.
Absolutely
so,
there's
a
lot
of
discussion
around
how
we're
engaging
with
people
using
services
rosie
so
in
terms
of
regulating
or
cqc
looking
to
change
the
way
they
complete
their
inspections
to
include
greater
engagement
with
people
using
services
meeting
with
people
and
listening
to
their
views.
A
Absolutely
so
it's
something
that's
already
very
important
to
us
and
we
already
do
what
we
can
to
to
listen
to
people
who
use
services.
We
we
spend
time
both
locally,
regionally
and
nationally
working
with
people
who
use
services
in
their
representative
groups.
I
think
it's
something
that
we
absolutely
want
to
want
to
accelerate
and
actually,
if
I
could
just
put
up
the
next
slide,
because
I
think
that's
that
says
it
all
actually.
A
A
We
we
want
to
encourage
people
to
feedback
on
the
care
feedback
care,
that's
good
feedback
care,
that's
not
so
good
and
their
experiences,
because,
actually
that's
how
we
get
the
rich
information
about
what
what
care
is
available.
We
can
we
want
to
hear
from
providers
as
well,
but
actually
sometimes
you
get
a
very
different
flavor
of
what's
happening
by
listening
to
people's
experiences
of
of
using
care
and
actually
what
we
find
is
the
the
outstanding
providers
often
are
very
much
doing
this.
A
I
think
just
to
add
to
that.
I
think
there
is
something
about
capturing
people's
experience
of
care
in
in
actually
us
regulating
the
individual
provider.
I
think
there's
something
about
us
capturing
experiences
of
care
as
people
move
through
the
system.
I
think
there's
us
kind
of
challenging
providers
and
systems
as
to
how
they're
working
with
people
who
use
their
services
to
improve
care,
and
I
think,
there's
something
about
policy
as
well.
A
A
So
this
is
ways
and
to
get
involved
and
to
stay
up
to
date
with
what
we're
doing
we
we
do
want
to
hear
from
all
of
you,
the
the
more
we
can
hear
about
the
your
thoughts
about
the
themes
that
we've
got.
The
more
that
we
can
hear
about
your
thoughts
about
what
we're
doing
the
more
we
can
use
that
to
improve
what
we
do.
A
So,
please
do
get
involved
in
our
citizen
lab,
and
the
address
is
on
the
slide
here
which,
as
jen
mentioned
earlier,
we
will
be
sharing.
We
are
continuing
to
send
out
our
provider
bulletins
we
used
to
give
them.
We
used
to
send
them
out
monthly
during
covered
we've
been
sending
them
out.
Weekly
we've
now
changed
that
to
twice
a
month
and
there's
always
lots
of
information
in
those,
and
we
do
scan
all
of
our
social
medias
so
that
scan
the
twitter
account.
A
B
A
Yes,
I
I
mean,
I
think
I
think
it's,
I
think,
we're
very
aware
that
providers
have
gone
to
enormous
lengths
to
change
what
they
do
and
there's
been
some
brilliant
innovation
across
all
of
the
different
sectors
that
we
regulate
and
we
we
want
to
so
in
the
short
term.
We
will
absolutely
be
looking
for
those
examples.
We
have
got
a
mechanism.
I
think
that
you
can
feed
through
innovations
through
to
us,
so
we
can
share
them
and
jen.
A
I
think
if
you
are
able
to
share
that
information,
that
would
be
helpful.
We
also
have
we're
keen,
through
the
provider,
collaboration
reviews
to
capture
that
innovation
and
be
able
to
share
that
widely
and
to
to
really
kind
of
shine,
a
spotlight
on
all
of
the
brilliant
things
that
have
been
happening
longer
term.
I
think
one
of
the
recognitions
that
we've
got
is
that
we
want
to
really
enable
innovation.
A
You
know
the
health
and
care
services
need
to
innovate,
to
be
able
to
manage
all
of
the
demands
that
we
know
face
them,
and
I've
heard
on
several
occasions.
Well,
people
say
well
the
cqc
won't.
Let
us
do
that
or
you
know.
That's
not
allowed
and
all
sorts
of
things
and
absolutely
we
do
not
want
to
be
any
kind
of
barrier
to
innovation.
We
want
to
really
support
it.
We
want
to
enable
it
and
what
we.
A
What
we
do
need
to
make
sure
is
that
those
innovations
are
properly
thought
through
in
terms
of
governance
and
accountability,
and
also
properly
thought
through
in
terms
of
any
kind
of
safety,
risks
and
impact
of
quality
of
care,
and
you
know
so
so
we
do
need
to
make
sure
that
that
that
services
are
are
absolutely
good
quality
and
safe.
But
we
don't
want
to
be
any
kind
of
barrier,
and
if
anyone
ever
hears
that
people
say
oh
well,
the
cqc
won't.
Let
us
do
that
or
anything
similar.
B
That's
great
thanks,
rosie,
and
so
the
other
side
of
the
questions
were
around
that
governance
question
and
so
will
cqc
highlight
the
need
for
evaluation
of
video
consultations
and
there's.
Also
one
here:
would
the
cqc
be
updating
the
scope
of
practice
to
provide
more
clarity
around
online
gp
consultations
and
the
use
of
digital
technologies?
B
A
That's
that's
again,
good
questions
and
we
know
general
practice
in
particular,
but
several
other
sectors
have
gone
through
this
huge
transformation
in
terms
of
using
online
technology.
We
know
there
was
some
great
work
going
on
before.
Actually,
we've
worked
closely
over
the
last
couple
of
years
with
online
providers
and
have
a
really
good
understanding
about
what
good
looks
like
and
published.
Reports
around
that
and
we've
also
published
a
report
in
january,
which
is
around
the
use
of
digital
triage
and
how
we
do
that
safely.
A
I
think
what
we've
got
to
work
on
now
over
the
next,
the
next
few
weeks
and
months
is,
and
we've
been
having
discussions
with
lots
of
our
partners
around.
This
is
actually
how
do
we
make
sure
that
services
really
do
meet
the
needs
of
their
population?
We
know
from
talking
to
people
that
actually,
the
online
provision
has
been
fantastic
in
so
many
ways.
It's
it's
accelerated
access.
It's
enabled
kind
of
routine
care
to
be
doing
in
a
way.
A
A
I
think
some
of
the
conversations
I've
had
with
various
gp
bodies
is
actually
are
we
confident
that
we're
we're
capturing
everything
that
we
can
deal
with
all
of
the
things
we're
dealing
with
online
or
what
are
we
missing
and
how
do
we
make
sure
that
we're
not
missing
kind
of
important
things
that
are
going
to
lead
to
a
harm
to
people
so
great
work
across
all
of
the
sectors
around
online?
I
think
there's
quite
a
lot.
We've
got
to
do
to
understand
it
and
evolve
as
we
go
forward.
B
A
It's
there's
more
to
do,
but
certainly,
I
think
the
opportunities
that
we've
got
now
to
work
across
all
of
the
sectors
to
look
at
consistency
are
are
significant,
and
I
certainly
working
very
closely
with
my
chief
inspector
colleagues
in
adult
social
care
and
hospitals,
ted
and
kate
to
look
at.
Actually.
How
do
we?
How
do
we
start
to
drive
that?
A
B
A
Yes,
so
the
answer
to
that
is
yes,
it
depends
a
bit
on
the
type
of
data
and
there's
all
sorts
of
kind
of
nuances
and
and
complications
around
different
data
sources
like
around
vaccinations
and
things
which
I
won't
go
into
here.
But
essentially,
what
we're
looking
for
is
for
a
provider
to
be
able
to
give
us
evidence.
A
So
you
know
we
want
to
hear
what
a
provider's
doing
and
actually
how
they
can
evidence
what
they're
doing
as
well
and
some
of
the
breath
best
practices
that
we
see
are
practices
that
actually
you
know
the
the
some
of
the
outstanding
practices
that
we
work
with
are
brilliant,
because
they
don't
just
audit
something
once
they're
really
interested
that
they've
got
that
kind
of
spirit
of
inquiry
that
makes
them
think.
Actually
what
am
I
doing
with
patients?
Who've
got
these
needs
or
you
know.
A
A
B
A
How
do
we
pull
on
all
of
the
things
that
have
worked
well
from
our
previous
methodology
and
our
previous
inspections?
And
how
do
we
take
the
best
of
those
and
move
it
forward?
I
think
what
we
do
want
to
do
is
make
sure
that
we
we
use
all
mechanisms
possible
to
be
able
to
use
data
in
a
way
that
gets
us
the
data.
A
That's
going
to
give
us
the
information
about
how
well
a
provider
is
doing,
but
also
make
sure
that
we're
working
with
other
regulators
so
that
we
don't
you
don't
have
several
regulators
all
asking
for
the
same
thing
in
a
different
way,
which
we
we're
aware,
causes
an
increased
workload
for
practices
and
increased
workload
for
providers.
So,
regarding
pick,
I
think
it's
going
to
be
a
case
of
watch
this
space.
B
A
Yeah,
certainly
so
we
we
work
closely
with
office
dead
at
the
moment.
Actually,
I've
got
a
team
in
my
directorate
that
works
with
ofsted,
looking
at
provision
for
people
with
special
educational
needs
and
disabilities,
and-
and
so
we've
got
a
really
good
working
relationship
with
ofsted
and
and
and
that's
kind
of
continuing
to
have
discussions
about
how
we
evolve
and
adapt
what
we
do
and
we
work.
A
We
have
conversations
with
many
different
regulators
because,
as
well
as
looking
at
what
the
opportunities
for
us
to
work
together
in
a
certain
area
to
improve
the
care
in
in
areas
so
that
we
can,
we
can
have
a
focused
approach.
We
also
share
information
about
what
we're
doing,
how
we're
doing
it,
how
we
can
learn
from
each
other
and
how
we
can.
We
can
continue
to
to
improve
as
as
regulators
together.
So
so
absolutely.
B
A
That's
that's
a
good
question.
I
think
that's
something
we
are
working
through
at
the
moment.
I
think
it's.
There
are
things
in
our
regulations
that
we
need
to
explore
and
and
change
as
needed.
So,
for
example,
we've
talked
about
system
working.
We
at
the
moment.
Our
regulations
only
allow
us
to
look
at
providers.
A
There
is
a
question:
should
we
be
looking
at
systems
and
being
able
to
comment
on
commissioning,
for
example?
So
that's
something
we
need
to
explore.
We
need
to
think
about
what's
in
scope
of
regulation
and
what's
not
in
scope
of
regulation,
so,
for
example,
in
the
independent
sector
and
some
of
the
things
that
are
provided
in
the
independent
sector,
for
example
around
cosmetics,
some
of
them
some
of
them
fit
within
our
regulations,
some
of
them
don't.
B
A
Well,
can
I
can
I
just
say
thank
you
to
everyone.
Who's
joined
really,
really
appreciated.
I'm
looking
forward
to
reading
through
all
of
the
the
comments
and
questions
after
this,
and
we
will
definitely
be
back
in
touch
with
those
questions
we
haven't
been
able
to
answer
so
so.
Thank
you.
Everyone
and
I
hope
you
have
a
great.