Behind
every
number is a
human story
Andrea Sutcliffe
Chief Inspector of Adult Social Care
The King’s Fund and The Point of Care Foundation, 5 November 2014
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Our purpose and role
Our purpose
We make sure health and social care
services provide people with safe, effective,
compassionate, high-quality care and we
encourage care services to improve
Our role
We monitor, inspect and regulate services to
make sure they meet fundamental standards
of quality and safety and we publish what we
find, including performance ratings to help
people choose care
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The Mum Test (or anyone you love)
Is it responsive to
people’s needs?
Is it
effective?
Is it safe?
Is it
well-led?
Is it
caring?
Is it good enough for my Mum?
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Behind every number is a human story
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Blending data and experience
Data can drive the focus of inspections
But we must listen to the voice of the people
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Changing how we use information
We are using information to identify, predict and
respond more quickly to failing services
We are using data, intelligence and evidence in a
more sophisticated and transparent way
We are engaging with people and organisations to
improve how we listen and act on their information
We will develop thematic data reviews to focus on
people’s experiences of care when they move
between services
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Data
Large data is captured:
Responses from the National Patient Survey
Programme – inpatient, maternity, A&E
Friends and Family Inpatient Scores and
Responses
Feedback on NHS Choices and Patient Opinion
Responses from the National Staff Survey
Junior doctor survey
HCAI rates
Falls, VTE, UTI, pressure ulcers
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Listening to, and acting on,
people’s experiences of care
People’s experiences of care are valuable,
positive or negative
We use this information to help inform where,
when and what we inspect
Outside our inspections we try to make it
easy for people to tell us about their care
If people have experienced or know about
poor care, we want to know
Use of our ‘Share your experience’ form has
grown 466% since October 2011
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Experience
Individual experiences are also captured:
Listening events before inspections
Focused discussions with community groups
Talking to individual patients
Observations of experiences
Evidence of patient and public engagement and
surveys taken by the trust – and resulting
improvements
Concerns raised by staff to CQC
Complaints
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Behind every number is a human story
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Thank you
www.cqc.org.uk
[email protected]
@CareQualityComm
Andrea Sutcliffe
Chief Inspector of Adult Social Care
@CrouchEndTiger7
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