Ex-CQC inspector and former social worker Sarah Duffy explains how the principles behind the assessment reforms are valid – particularly in ensuring people’s care experiences are at the forefront of inspections – but the delivery has fallen short of expectations and runs the risk of causing more harm than good.

The CQC’s new single assessment framework is intended to simplify and improve the way care providers are regulated.

However, despite two years of preparations and a lengthy engagement process with care organisations, I’ve witnessed (through my work supporting providers with regulation compliance) how the implementation process is resulting in confusion, frustration and delays. And with recent news of ministers reviewing the new regimes, it’s clear that the approach to the reforms needs improving.

Current challenges

While care providers have received high-level information about the changes, unfortunately, there’s been a lack of detailed guidance for providers on the new assessment framework, including clear communication about what is expected of them. For example, it sets out the quality statements, ‘the commitments providers must live up to’, and provides some high-level guidance on what ‘good’ looks like. However, it doesn’t provide the detail providers need to really get to grips with the new system and align it to their own quality assurance systems and audits.

Further obstacles have been caused by the CQC introducing the new framework at the same time as a new internal system for inspectors and an external portal for providers. This ‘big bang’ approach to change – which requires adapting to new technology and multiple new processes – has resulted in more paralysis than progress. And these ongoing issues have prompted questions (internally and externally) about whether the CQC can effectively identify and act on risks to people receiving care. As is evident in their recent staff survey, which suggests concerns about the organisation’s direction of travel and response to feedback.

Fortunately, there are resources readily available to help providers tackle the confusion. For example, free online guides, webinars and forums that provide walkthroughs of the new approach and help providers with answers to what good looks like for them.

What next

To ensure the important principles of the reforms are successfully delivered, the CQC must use this opportunity to listen to feedback from providers and its staff. However, providers can take heart in the fact that good, person-centred care and support hasn’t changed. And there are plenty of options readily available to get help and support in adhering to the quality statements.

If we are going to achieve the collective end goal of ensuring people receive high-quality, safe services and truly understand their experiences of care, changes must be put in place now to make sure the new framework succeeds in the long-term.