1 CQC’s new approach to inspecting and regulating GP and OOH providers 29 April 2015

Welcome Tanya Simpson, Inspection Manager, East of England 2

3 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. We will be a strong, independent, expert inspectorate that is always on the side of people who use services.

What are we doing differently? Inspection teams of specialist inspectors, GPs, practice nurses or practice managers. Inspections of a number of practices carried out in a CCG area over a 2-4 week period. Introductions of ratings for GP practices telling patients whether they are: outstanding, good or whether they require improvement or are inadequate. Strengthening our Intelligent Monitoring of providers using nationally held data and local intelligence. New ways of gathering patient views both before and during inspection. Develop a clear approach to responding to failing practices, working with NHS England.

Our key questions Is the quality of care: Safe? people are protected from abuse and avoidable harm. Effective? people’s care, treatment and support achieves good outcomes, promotes a good quality of life and is based on the best available evidence. Caring? staff involve and treat people with compassion, kindness, dignity and respect. Responsive? services are organised so that they meet people’s needs. Well-led? the leadership, management and governance of the organisation assures the delivery of high-quality care, supports learning and innovation, and promotes an open and fair culture. 5

Key lines of enquiry For each of the five key questions there are between three to five key lines of enquiry (KLOEs). For each KLOE we have identified characteristics of good. They support consistency and ensure we focus on areas that matter most. KLOEs are supported by guidance on key things to consider; these are called prompts. 6

7 Ratings: four point scale High level characteristics of each rating level Innovative, creative, constantly striving to improve, open and transparent Consistent level of service people have a right to expect, robust arrangements in place for when things do go wrong May have elements of good practice but inconsistent, potential or actual risk, inconsistent responses when things go wrong Severe harm has or is likely to occur, shortfalls in practice, ineffective or no action taken to put things right or improve

8 Ratings grid Level 1: Every key question for every population group Level 2: Aggregated rating for every population group Level 3: Aggregated rating for every key question Level 4: Overall rating for the practice

Population groups Inspectors will judge how well services meet the needs of six different population groups: Older people People with long-term conditions Families, children and young people Working-age people, including those recently retired and students People whose circumstances may make them vulnerable People experiencing poor mental health (including people with dementia). 9

10 Find out more Website: Join our provider online community:

11 Thank you