►
Description
Hear from Chris Day, Director of Engagement and Natalie Coleman, Regulatory Policy Manager, as they discuss one of our emerging strategic themes 'Smarter Regulation'.
This event brought together members of the public, people who use services, and the organisations that represent them; providers; trade associations; commissioners; and other professional bodies to discuss three key questions;
How can we best focus on what matters most to the public, as well as those aspects which have a positive effect on quality?
How do we evolve our ratings system to ensure it is fit for purpose, up to date, and focused on what matters most?
How can we work with other system partners better, so when information is collected from providers, it’s collected once and used many times?
To listen and watch the feedback session, please use this link https://youtu.be/RYrmc5tChYw
A
Working
together
and
working
online
for
a
number
of
things,
just
to
say,
try
and
put
yourself
on
or
mute,
and
when
you
want
to
ask
a
question
I'll,
try
to
make
sure
we
keep
time
with
my
colleagues
so
that
you're
in
and
out
of
this
discussion,
but
you
can
make
this
less
time
for
you
to
contribute
your
your
questions.
Please
use
the
chat
function
if
you've
got
anything,
you
want
to
say
immediately.
A
There'll
be
some
time
and
during
the
presentation
for
to
recap
on
what
we've
heard
and
also
to
ask
some
questions,
and
there
are
some
questions
for
you
towards
the
end.
It
isn't
just
myself,
I'm
natalie
talking
at
you
right
the
way
through,
let's
just
go
through
the
agenda
for
the
next
slide,
so
I'll
do
a
little
bit
about
the
present.
The
overarching
perspective
of
the
session
natalie
and
myself
will
cover
the
presentation.
A
Next
slide,
please!
So,
what's
the
aim
of
today,
so
first
of
all
to
update
you
on
our
early
thinking
around
how
we're
developing
our
approach
to
regular
regulating
health
and
social
care.
It
is
true
to
say
that
this
is
not
it's
not
part
of
formal
conversation.
Yet
we
haven't
got
to
that
stage.
Yet
that's
that
starts
in
january,
but
we
wanted
to
talk
to
you
about
some
of
the
things
we
were
thinking
about
and
the
implications
of
those
things
to
get
your
views
early.
A
A
So
looking
about
we,
as
you
probably
know,
we've
rolled
out
our
emergency
support
framework
and
our
traditional
approach
to
regulation
and
we're
going
to
start
posting
a
formal
consultation,
probably
at
the
end
of
january.
So
this
is
our
opportunity
to
see.
What's
worked
well
around
some
of
our
emerging
thoughts
around
our
support
during
covid.
What
would
you
like
to
take
forward
into
the
consultation?
A
A
We
need
to
make
sure
that
we
continue
to
support
organizations
to
improve
and
also
to
make
sure
services
are
safe,
but
we
want
to
adapt
our
ways
of
thinking.
We
want
to
adapt
our
thinking
particularly
around
how
we
use
information
collectively
together
across
different
channels,
different
organizations
and
also
how
we
hear
the
voice
of
people
use
services,
hear
the
voice
of
frontline
services
as
frontline
service
providers.
A
So
we
can
support
them
to
to
to
improve
faith,
but
we
will
still
continue
to
regulate,
as
as
we
as
we
as
we
have
done,
but
the
nature
of
how
we
regulate
and
how
we
provide
that.
Well,
hopefully,
it
will
amount
to
an
always
overview
of
quality
can
can
change
their
doubts
in
the
coming
weeks
and
months
next
time
please.
A
So
we
do
have
to
respond
because
there
are
four
themes
of
our
strategy
of
which
is
one
around
people
are
people
who
use
services
around
how
we
make
sure
services
are
safe
and
particularly
how
organizations
learn
from
their
mistakes
and
learn
from
things
that
haven't
gone
well,
idea
of
a
notion
of
an
organization
that
doesn't
do
anything
wrong
is
is
very
unlikely,
but
safe
is
as
much
about
how
organizations
learn
and
improve,
and
the
last
one
is
about.
How
do
we
encourage
that
improvement?
A
What's
the
alliances
that
we
might
form
in
different
sectors
in
different
industries,
so
we
we
regulate,
80
different,
different
sectors
of
which
some
have
natural
improvement
partners
in
things
like
nhs
improvement,
where
in
other
sectors
like
adult
social
care,
there
are
less
obvious
partners
for
improvement.
So
how
do
we
collectively
work
together
to
drive
that
to
drive
the
change
that
we
want
to
see?
C
So
I'm
sure,
ahead
of
today,
you've
all
had
a
chance
to
have
a
look
at
our
strategy,
discussion
document,
and
so
I'm
not
going
to
spend
too
long
kind
of
revisiting
the
smarter
regulation
theme.
But
I
did
just
want
to
start
us
off
with
a
little
bit
of
a
reminder,
and
so
we
want
to
be
smarter
in
how
we
regulate
with,
like
chris
says,
an
ambition
to
provide
an
up-to-date,
consistent
and
accurate
picture
of
the
quality
of
care
in
both
services
and
in
local
areas.
C
C
We
know
that
data
will
need
to
underpin
our
activity,
allowing
us
to
understand
risk
and
how
people
are
experiencing
care,
as
well
as
targeting
our
resources
so
that
they
have
the
greatest
impact,
and
ultimately
we
want
to
be
much
more
proactive
in
the
future,
in
particular
as
well.
We
really
want
to
make
better
use
of
information
and
how
we
share
it
with
others
to
reduce
the
duplication
and
burden
for
services
with
the
mantra
of
collect
it
once
and
use
it
many
times
along
with
that
as
well.
C
C
Fantastic,
so
what
does
success?
Look
like
for
smarter
regulation.
I
think
there
were
kind
of
a
few
key
points
that
I
really
wanted
to
highlight
ahead
of
us
moving
into
to
a
discussion
period,
and
so,
firstly,
around
kind
of
building
the
foundations
of
smarter
regulation.
We
know
that
partnership
is
going
to
be
key
here,
so
we
need
to
maintain
and
build
partnerships
to
access
the
voice
of
people,
so
people
are
using
and
accessing
regulated
services,
24
7
across
england.
How
do
we
harness
that?
C
And
how
do
we
do
that
in
new
and
exciting
and
innovative
ways
that
really
give
us
a
great
insight
into
quality?
And
we
also
know
that
we
need
to
build
partnerships
with
partners
across
health
and
social
care
to
access
and
use
data
from
other
sources.
So
we
know
from
working
with
and
listening
particularly
to
providers
over
the
past
few
years,
that
there's
a
real
opportunity
here
to
reduce
the
regulatory
burden
by
working
better
with
partners
of
health
and
social
care
and
we're
really
viewing
that
as
a
priority
for
our
next
strategy
and
its
implementation.
C
Alongside
that,
we
need
to
use
smart
and
really
evolve.
Some
of
our
ways
of
working
the
first-
I
think
this
is
a
real
fundamental
around.
How
do
we
move
to
that
space
where
we're
creating
an
up-to-date
view
of
quality?
So
we
want
people
to
be
confident
in
the
knowledge
that
our
assessments
are
reflective
of
the
care
that
they
can
expect
to
receive
on
any
day
where
they're,
experiencing
or
accessing
services.
C
C
Is
that
being
smarter
doesn't
mean
that
we
are
not
going
to
cross
the
threshold
and
undertake
inspections,
but
what
it
means
is
that
we
want
to
be
using
our
inspection
powers
in
a
much
smarter
way
and
that
our
visits
are
targeted
and
powerful,
with
a
sharp
focus
on
what
we
really
need
to
be
looking
at.
So,
for
example,
rather
than
spending
time
looking
at
paperwork
which
could
be
done
remotely.
C
We
really
want
to
make
sure
that,
when
we're
on
site
we're
focusing
our
time
with
people
using
services
staff
and
with
providers
on
those
real
human
to
human
interactions,
I
think
as
well.
That
takes
us
on
nicely
to
the
next
point,
which
is
about
those
strong
relationships
with
providers.
We
know
that
this
is
going
to
be
really
vital
to
us
being
able
to
enable
effective
and
proportionate
regulation
and
focus
our
regulatory
work
on
those
providers
or
areas
where
quality
is
really
needing
to
improve.
C
If
we
can
head
on
to
the
next
slide,
please
so,
as
chris
said,
we're
really
hoping
for
some
powerful
and
kind
of
diverse
discussions
in
the
breakout
groups
that
you'll
be
heading
into
shortly
in
those
breakout
groups.
We've
got
three
questions
that
we'd
like
you
to
spend
some
time
discussing
as
a
group.
The
first
is
around:
how
do
we
best
focus
on
what
matters
most
to
the
public,
as
well
as
those
aspects
which
have
a
positive
effect
on
quality?
C
C
It's
up
to
date
and
again
it
focuses
on
what
matters
most
and
the
third,
and
this
is
particularly
for
our
provider
groups
here
with
us
today,
and
how
can
we
best
work
with
systems
partners
to
make
sure
that
we're
achieving
that
aim
of
collect,
wants
used
many
times
and
so
really
really
looking
forward
to
hearing
feedback
from
you
all
you'll,
be
in
groups
with
cqc
facilitators
and
note
takers?
Who
will
be
guiding
you
through
those
conversations
so
we'll
be
heading
over
there
shortly?
C
But
I
think
before
we
head
into
those
breakout
rooms,
we'd
just
like
to
pause
for
a
few
moments,
just
see.
If
there's
any
questions
that
would
be
helpful
to
answer
before
we
head
into
those
rooms
anything
coming
through
on
the
chat-
and
I
think
chris
is
going
to
join
me
for
this
bit
as
well.
So
steph
is
there
anything
coming
through.
That
would
be
great
to
pick
up
before
we
move
into
the
breakouts.
A
The
main
the
main
benefit
of
this
is
obviously
the
questions
hopefully
will
help
us
develop
that
I
think
you
know
the
strategy,
but
there
may
be
some
things
that
we've
said
here
that
just
just
don't
make
sense
to
you
or
you
want
further
clarity
on
before
we
we
go
into
those
sessions
so
feel
free.
There
aren't
there
aren't
any
answers.
Any
questions,
many
because
I've
asked
quite
a
few
of
myself
already.
A
E
A
Right,
okay,
so
I
think
there's
been
a
job
I'll
I'll
start
this
this
this
question
off.
I
think
one
of
the
one
of
the
things
that's
been
important
for
me
in
this
time
is
that
we've
over
the
past
seven
or
eight
months,
we've
been
much
more.
We've
significantly
used
the
voice
of
people
to
use
services
and
the
voice
of
of
of
providers
and
frontline
service
services
service
users
in
our
work.
A
I
think
that
that's
been
that's
been
really
helpful
from
from
my
perspective,
and
I
think
it's
been
clearer
to
providers
about
where
the
issues
are,
but
also
being
clearer
about
where
some
of
the
issues
are
more
systemic
than
individuals.
So
there's
been
a
great
great
focus
on
individual
compliance,
if
you
like,
with
with
the
regulations
but
also
a
focus
on
the
systemic,
and
I
think
that
provided
clarity,
reviews
has
helped
us
help
shape
that
understanding
there.
And
if
you
want
to
say
anything
more
to
that
personally,.
F
G
Hi
kenzie
callagh
from
healthwatch,
nottingham
nottinghamshire
and
I'm
the
new
partnership
manager,
so
I've
been
in
health
watch
arena
for
about
six
weeks.
So
please
bear
with
me,
and
the
cqc
world
is
not
as
familiar
to
me.
Probably
as
many
of
your
attendees
this
morning,
and
my
question
is:
is
the
notion
of
ismail
regulation
is
a
product
of
coffee
19,
or
has
this
been
already
in
the
making
before
and
also
in
light
of
coffee
19?
What
at
the
moment?
What
are
your
greatest.
C
G
C
So,
certainly
from
a
smarter
regulation
perspective
we've
already
during
the
covet
period,
had
to
think
about
new
ways
of
regulating
when
inspection
hasn't
been
the
right
tool
for
us
to
use,
but
we've,
of
course,
still
had
to
uphold
our
statutory
function
and
purpose
around
making
sure
that
carers
remain
safe.
So
we've
had
to
start
undertaking
some
really
interesting
and
dynamic
new
ways
of
working.
I
know
chris
has
already
mentioned
things
like
the
emergency
support
framework.
C
The
transitional
regulatory
approach
we've
also
in
some
sectors,
started
to
explore
some
ideas
of
remote
inspection
and
assessment,
so
in
particular
in
domiciliary
care
services
where
we've
been
doing
a
lot
of
work,
kind
of
undertaking
phone
calls
and
connecting
with
service
people
using
services
in
new
and
slightly
different
ways.
So
yeah.
I
think
it's
safe
to
say
that,
certainly,
probably
some
of
our
thinking
has
come
on,
maybe
a
little
quicker
because
of
covid
forcing
our
hand
in
all
of
this,
but
ultimately
the
smart,
smart
regulation.
C
A
So
so
I
think
well
he's
a
very
unfortunate
instance
where
your
broadband
gives
out
halfway
through.
So
if
you
saw
a
nice
picture
of
me,
that's
because
I
lost
my
bits
of
my
signal,
so
I
I'm
sorry,
I
missed
part.
What
question
was
that
the
answer
sounded
sounded
sounded
complete,
I'm
just
conscious
that
we,
there
was
another
question
that
I
think
christine
asked,
which,
which
was
almost
at
the
same
time
I
just
want
to
have
we
covered
that
question
as
well,
which
is
about
what
she
described
as
lay
assessors.
A
A
We've
also
been
part
in
an
approach
where
we
can
allow
experts
by
experience,
to
engage
in
conversations
people
using,
for
example,
domiciliary
care
remotely
so
because
they
can
have
just
as
fruitful
conversations
with
them
as
they
would
as
they
would
at
any
other
time
and
the
early
feedback
on
those
double
sided:
camera
respectively,
they're,
very
they're,
really
very,
very
positive,
so
absolutely
a
crucial
part
of
what
we
do
now.
What
we'll
do
in
the
future,
both
for
on
the
ground
inspections,
but
also
for
using
expert
support
experience
in
different
ways.
A
The
other
thing
that
that's
important
to
me
is
that
they
have
a
and
often
necessary
experience
have
a
network
of
people
in
their
local
area
that
have
an
understanding
of
how
services
are
operating.
So
I'm
keen
to
see
how
we
can
use
those
that
network
as
well
of
their
the
things
that
they
know
and
the
colleagues
know
to
support
our
understanding
of
how
local
systems
are
operating.
D
Great
thanks
chris,
so
we've
got
a
question
from
simon
smith
in
the
chat
and
then
I
think
nick
lover
has
his
hand
up.
So
if
we
go
to
simon
first
he's
just
talking
about,
are
we
looking
to
move
away
from
the
one
large
pir
submission,
pre-inspection
and
use
the
relationship
engagements
for
a
more
routine
provision
of
data
and
insight
from
providers.
C
Yeah
sure
absolutely
so,
I
think
it's
safe
to
say
throughout
the
past
few
years
of
engagement,
we
know
that
the
pir
is
a
real
hot
topic,
and
you
know
I
I
think.
Certainly
we
are
looking
to
really
innovate
and
change
our
ways
of
gathering
information
from
providers,
but
as
well
as
working
with
others
to
be
able
to
share
information
in
in
more
streamlined
ways.
I
think
you
know
we
are
not
in
the
implementation
stages
of
that.
C
Yet
so,
quite
what
that
product
looks
like
I,
you
know,
I
don't
think
we're
ready
ready
to
to
say
on
that,
but
certainly
we
want
to
be
able
to.
You
know,
have
providers
working
with
us
in
digital
ways
to
be
able
to
provide
that
information,
and
like
say
you
know,
the
ultimate
aspiration
on
this
is
we're
only
asking
you
for
information
that
we
are
not
able
to
gather
from
any
other
source.
C
B
C
E
A
Where
can
we
gather
information
from
do?
We
have
to
always
go
to
the
provider?
Are
there
any
other
sources,
whether
when
they're
providing
themselves
providing
provides
information
too?
And
that's
the
point
about
using
trying
to
gather
it,
not
only
where
we
gather
it,
but
others
can
use
it
many
times.
A
The
other
thing
that's
important
is
about
how
how
that
information
is
used
to
support
providers
so
we're
looking
at
whether,
for
example,
we
could
we
could
use
benchmarking
tools
to
give
a
sense
of
where
providers
sit
relative
to
providers
like
like
them,
and
I
think
the
the
idea
of
what
I
don't
want.
The
data,
the
data
capture
piece
to
be
is
a
discipline
offered
to
a
black
hole
where
the
information
comes
out
at
the
time
of
inspection,
but
I'd
rather
have
a
more
dynamic
view
of
how
services
are
operating.
A
What
the
information
is
showing
and
perhaps
even
a
dynamic
view
and
engagement
with
providers
around
well,
what
does
that
data
mean?
What
does
it
say?
What's
happened
in
an
organization
so
rather
just
seeing
it
as
a
rather
staccato
there's
an
inspector
due.
Therefore,
the
data's
coming
out
more
of
a
real
time,
but
where
it's
not
necessarily
always
collected
from
the
provider
but
more
of
a
real-time
conversation
topic,
so
that
it
will
help
an
organization
to
either
remain
good
or
an
organization
that
wants
to
change
what
it
does.
C
And
I
think
chris,
just
the
other
thing
I
would
add
to
simon's
question
is,
I
think,
is
absolutely
right
around
that
sort
of
idea
that
we
do
need
to
move
away
from
data
collections
being
a
pre-inspection
activity
to
it
just
being
more
part
of
the
day,
job
that
we're
doing
on
an
ongoing
basis
to
give
us
an
indicator
of
quality,
and
so
it's
it's
not
always
an
all.
Roads
leads
to
inspection
model.
You
know
that's
a
real
shift
that
we're
wanting
to
see
and
explore
those
ideas
of
actually
are
there.
C
C
You
know
ultimately
kind
of
almost
the
bones
of
that
key
question.
Actually
do
we
need
to
do
a
lot
of
inspection
activity
in
those
spaces,
or
is
the
data
telling
us
what
we
need
to
know
and
can
be
supported
by
other
mechanisms
to
allow
us
to
build
that
quality
picture?
That
can
then
be
refreshed
when,
whenever
the
data
or
information
allows.
A
Oh,
that's
great.
Nick
nick's
asked
a
question
about
the
vaccination
program
and
inspection
of
gps.
So
just
I
I'm
trying
to
I'll
be
looking
at
this
generally
next
doing.
A
a
fraction
of
the
spectrum
is
in
primary
care
that
we
were
doing
prior
to
prior
to
kobe,
but
we
have
focused
our
respective
activity
on
organizations
where
we
have
significant
safety
concerns,
and
I
think
that
is
that
should
be
an
important
part
of
what
we
do
moving
forward.
So
are
we
going
to
do
the
same
numbers?
A
We
had
some
significant
concerns
with,
so
there
will
be
we're
only
going
where
there
are
significant
concerns,
but
we
are
still.
We
will
still
go
into
organizations
and
obviously
10
000
gps,
we're
looking
at
probably
in
the
sort
of
five
and
tens
tens
of
organizations
on
a
on
a
monthly
basis
where
those
sorts
of
concerns
are
raised.
A
So
it's
a
it's
a
it's
a
paired
down
program,
but
nevertheless
to
focus
on
where
there
are
genuine
safety
concerns
in
organizations
and
actually
some
of
the
action
that
we've
taken
as
a
regulator
in
those
services
that
has
been
quite
significant
because
we
we
have
got
those
safety
concerns
so
where
they
are
when
they
still
exist,
we
should
inspect,
but
there
are
no
planned
inspections
in
primary
care
at
all.
It
will
it'll,
as
it
believes
the
sectors
focus
on
where
we
have
those
ongoing
ongoing
answers.
A
H
A
H
Yeah
so
absolutely
I've
attended
several
of
these
co-production
meetings
and-
and
some
of
you
may
have
heard
me
say
I
have
absolutely
no
desire
to
work
in
an
unsafe
industry
so
absolutely
through
safety
concerns
as
a
gp
and
a
ccg
board.
Member
I'd
absolutely
welcome
your
continued
input.
It
really
is
around
those
services
that
are
rated
as
good
and
who
are
being
asked
to.
H
You
know
provide
services
for
for
what,
hopefully,
hopefully,
let's
cross
our
fingers
will
be
a
very
welcome,
beginning
of
the
at
least
the
start
of
the
beginning
of
the
end,
if
I
can
put
it
that
way.
So,
yes,
that's
good,
and
if
I
could
just
briefly
just
add
my
my
support
to
the
comment
that
was
made
before
about
using
clinical
outcome
data
as
a
sort
of
a
really
good
end
point,
I
I
absolutely
wholeheartedly
endorse
that.
H
At
the
end
of
the
day,
you
know
my
job
is
around
trying
to
improve
people's
health
and-
and
yes,
I
ought
to
be
done
in
in
a
in
a
very
user-friendly
and
accessible
way,
but
whatever
I'm
doing,
if
the
outcomes
are
poor,
whatever
I'm
doing
isn't
good
and
it's
what
I'm
doing
and
the
outcomes
you
know
are
better
than
you'd
expect
for
my
my
matched
population,
then
something
must
be
going
okay.
So
I
think
that's
a
really
welcome.
Welcome
thing
to
hear.
A
So
the
link
between
primary
care,
secondary
care
and
potentially
adult
social
care,
so
that
some
of
the
work
we're
doing
in
the
pcrs
and
provider
classroom
review
space
will
help
us
understand
how
well
people
understand
the
care
they're
receiving
the
relationships
between
the
organizations
that
they
they
work
in
again.
Nothing
if
you
want
to
say
anything
more
about
that.
A
What
ideas
can
you
share
with
providers
to
share
best
practices
or
messages
that
take
into
account
yeah?
So
chris?
We
already
do
so
it's
more
what
we
could
do
here.
Certainly
we
we
already
run
us
a
series
called
driving
improvement,
which
is
particularly
focused
on
organizations
that
were
inadequate
or
requires
improvement.
A
We
want
the
role
of
of
this
spectrum.
I
think
to
try
to
throw
some
of
more
of
these,
so
the
the
act
of
being
inspected
isn't
just
about
going
out
to
inspect.
It's
also
about
sharing
some
understanding
about,
what's
working
well
in
areas
or
different
in
either
different
different
bits
of
the
locality
or
different
organizations,
so
that
we're
not
just
there
to
expect
we're,
also
there
to
help
support
and
drive
change
of
improvement.
C
G
C
Know
absolutely
please
as
well.
You
know
if,
if
you're
interested
in
that,
we
will
continue
to
be
running
sessions
in
that
space
as
well.
But
I
think
we
absolutely
recognize
that
there's
there's
a
real
opportunity
for
hit
us
here
to
use
our
independent
voice
and
some
of
our
unique
insights
to
help.
You
know
we
don't
want
to
be
in
a
position
where
we're
telling
people
what
to
do
to
generate
improvement.
C
But
how
do
we
really
signpost
and
support
and
work
with
partners
in
the
system
to
be
able
to
encourage
and
facilitate
that
and
as
well
thinking
outside
of
the
health
and
social
care
system
as
well?
More
broadly
around?
What
can
we
learn
from
other
industries
so
particularly
thinking
around
kind
of
safety
led
industries,
there's
a
huge
amount
of
learning
that
spans
outside
health
and
social
care
and
and
what
can
our
role
be
in
facilitating
that
as
well.
D
Yeah,
that
would
be
great
guys,
so
we've
literally
just
hit
11
o'clock,
and
so
I
I
I
think
everybody
has
their
breakout
room,
links
and
information.
So
if
any,
if
anyone
doesn't
please
just
pop
your
name
into
the
chat
and
I'll
be
hanging
around
to
make
it
making
sure
that
you
guys
can
get
over
into
the
breakout
rooms.