1. 1 1 Care Quality Commission Vicki Wells Head of General Practice The Patients' Voice Conference

2. 2 2 The Care Quality Commission 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

3. 3 Monitoring Primary Care: What we are doing differently Inspection teams of specialist inspectors, GPs, practice nurses or/practice managers, a trainee GP and an ‘Expert by Experience’ Inspections of a number of practices carried out in a CCG area over a 2-4 week period. We will visit each CCG, probably every six months, inspecting a quarter of practices in that area each time we visit. We will meet with Area Teams and CCGs before and after inspections of practices in the area. 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 including working with Patient Participation Groups Develop a clear approach to responding to failing practices, working with NHS England

4. 4 Focus of our inspections We will no longer focus solely on whether providers are compliant or non-compliant with regulations. Our focus is on five key questions: How safe - By safe, we mean that people are protected from abuse and avoidable harm How effective - By effective, we mean that people’s care, treatment and support achieves good outcomes, promotes a good quality of life and is based on the best available evidence. How caring - By caring, we mean that staff involve and treat people with compassion, kindness, dignity and respect. How responsive - By responsive, we mean that services are organised so that they meet people’s needs. How well-led - By well-led, we mean that the leadership, management and governance of the organisation assure the delivery of high-quality care, supports learning and innovation, and promotes an open and fair culture.

5. 5 Focus of our inspections – key population groups We will always look at services at a GP practice through the lens of six patient groups: Older people (over 75s) People with long term conditions Mothers, babies, children & young people Working age population and those recently retired People in vulnerable circumstances who may have poor access to primary care (eg homeless people, people with learning disabilities) People experiencing a mental health problem

6. 6 6 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 Significant harm has or is likely to occur, shortfalls in practice, ineffective or no action taken to put things right or improve

7. 7 7 7 Many options for engagement

8. 8 8 Regulation matters People are at the heart of good care

9. 9 9 Get involved CQCchanges.tellus@cqc.org.uk @CareQualityComm www.cqc.org.uk