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From YouTube: People's experience of care workstream
Description
Hear from Jill Morrell, Head of Public Engagement as she talks about the people's experience of care workstream.
A
We
all
work
at
cqc
because
we
want
to
improve
care
for
people,
that's
what
motivates
us
wanting
to
come
to
work
every
day
and
we
rightly
say
that
people
are
at
the
center
of
what
we
do,
and
our
new
strategy
really
reflects
that
with
a
very
clear
ambition
to
have
regulation
driven
by
people's
experiences
and
needs.
So
what
we're
trying
to
do
is
to
really
get
underneath
that
and
make
that
into
a
tangible
reality.
So
we
make
the
best
use
of
the
experiences
that
people
take
the
time
to
share
with
us.
A
A
A
We
know
people's
experiences
can
help
identify
risks
and
take
action
but
used
well.
They
can
also
enable
us
to
target
our
regulatory
work
more
effectively,
make
our
reporting
more
relevant
people
flag
to
us.
The
first
sign
that
the
quality
of
care
might
be
changing
for
better
or
worse,
expose
inequalities,
identify
themes
and
trends.
A
A
A
A
A
A
A
There
are
many
areas
to
explore
here
and
we
want
to
test
them
to
understand
the
best
sources
and
as
part
of
that,
in
the
assessment
framework,
we
want
to
consider
increasing
our
scrutiny
of
how
providers
and
systems
listen
and
act
on
people's
experiences,
because
they
have
the
primary
accountability
for
doing
that.
And
if
we
can,
in
long
in
the
longer
term,
increase
our
scrutiny
in
that
area.
It
could
give
us
quite
a
level
of
assurance
about
the
quality
of
care.
A
A
So
that's!
This
is
just
a
summary
of
what
I've
described
on
the
earlier
slide.
We're
designing
that
framework
for
how
we
use
people's
experiences,
improving
how
we
capture
and
process
them,
increasing
the
volume
and
range
systematically
reporting
on
and
telling
people
collectively
and
individually,
what
we
heard
and
what
we
did
with
their
experiences
and
better
consider
the
role
of
the
provider
and
system
in
encouraging
enabling
and
acting
on
people's
experiences,
and
that
will
be
a
factor
in
enabling
us
to
provide
easily
accessible
information
that
meets
people's
needs.
A
A
We
monitor
the
spaces
where
he
might
be
feeding
back
online
or
and
working
with
those
trusted
third-party
organizations
that
he
may
feel
more
comfortable
feeding
back
to
and
we
promote
our
give
feedback
on
care
service
in
the
places
that
abby
frequents
and
when
he
feeds
back.
We
attribute
characteristics
to
his
experience.
We
classify
and
store
it
so
that
our
analysts
can
make
maximum
use
of
it,
combine
it
with
other
data
to
prompt
a
range
of
cqc
responses
and
also
external
responses.
A
If
we
can
share
that
data
more
widely
externally,
our
local
teams
will
understand
how
that
experience
is
added
to
their
overall
view
of
a
service
or
a
system
in
a
local
area
and
they're
alerted
to
the
prompts
and
take
targeted
action.
We
track
that
feedback
right.
The
way
through
our
processes
record
its
use
and
its
impact,
and
we
keep
him
informed
about
how
his
feedback
was
used.
A
A
It
can
include
the
content
of
a
comment
online
or
a
survey
finding
it
can
be
contained
in
letters
and
emails
and
phone
calls
to
cqc
or
in
conversations
they
can
indicate
minor
or
major
concerns,
immediate
risk
of
harm.
They
can
be
compliments
positive
feedback.
It
can
be
a
complex
narrative
as
well.
A
It
can
indicate,
as
I
said,
people's
changing
needs
and
expectations
and
also
provide
some
useful
suggestions
for
improvement.
So
this
is
about
widening
our
understanding
of
the
role
and
purpose
of
people's
experiences
in
our
work.
You
could
move
to
the
next
slide.
Please,
we've
also
put
together
these
draft
overarching
principles.
A
The
other
thing
that
we're
working
on,
as
I
mentioned
earlier,
is
a
proactive,
inclusive
experience
data
strategy
and
by
that,
in
plain
language,
what
I
mean
is
increasing
the
volume
and
range
of
experiences
that
we
hear,
and
this
is
just
a
very
high
level
overview
of
what
we
think
that
will
look
like
obviously,
there's
sources
of
data
that
come
into
cqc
all
the
time.
We
want
to
really
understand
what
the
best
sources
of
that
of
those
experience
as
are
and
make
sure
that
we're
accessing
all
the
data
that
is
out
there
already.