1. So you’ve been inspected…. communicators driving improvement
Chris Day
Director of Engagement
9 February 2017 1

2. Our role
The Care Quality Commission is the independent regulator of health and adult social care in England
We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve
Strategy Slides - 24 May MASTER

3. Commissioners Providers Professionals Regulators People and voice
Five influences on quality
Commissioners
Providers
Professionals
Regulators
People and voice 3

4. Comms driven change – what we have seen
80% of successful change in NHS providers has been communications led
Key ingredient – build local support to engage staff and service users
Build a clear narrative based on evidence – we can help….
Be at the centre of things, but demonstrate your value to the board – so they will put you at the centre
You can make the case for change; lack of or poor comms and engagement can lose the case
Everyone has examples of proposed changes in the NHS that are good for patients and for the NHS, but which have failed in the face of public/political opposition. Spin won’t work (nor will ‘alternative facts’ - though beware of those who oppose change with alternative facts)
Role of communications: build local support – engage, explain, reassure
Build a clear narrative based on evidence: what’s the quality of local services like? Where isn’t it good enough? CQC have supplied ratings maps to your STP – and there’s plenty more useful data in your plans
In ideal word you may have had more time to build local support, but it’s never too late: engage local people and local groups; make use of experts, local and national
You are probably part of a small team – maybe a team of one. Don’t be afraid to ask for advice
You need to be at the centre of things but you’ll need to demonstrate your value to the board for the board to put you at the centre 4

5. What we have seen work Engage your workforce
How do staff feel about the inspection?
How will they receive the rating?
there will always be ‘good’ and ‘not so good’ in any area
praise the success and use it as a platform for the areas where you want to encourage change
help people to be curious
The quicker you move to action, the faster the change

6. What we have seen work Advising your board
Don’t cover up the uncomfortable bits – address them
Act - where there are requirement notices CQC will ask for a detailed report showing planned action
If there is good and bad in the report, talk to us about how you take both conversations forward
Talk to us about your improvement story – we are always interested in showing how services have responded positively and we can work with you to celebrate stories of improvement

7. What we have seen work External Relationships
Engage the public in your rating – not just one measure, use the table
Think about how you discuss the findings with people who use services and stakeholders – if you need to make improvements, they should be part of the process
Encourage your senior managers and clinicians to be the voice of change – to own the change and deliver the message
Talk to us!... it’s allowed… we can support the change you want to make

8. Our next phase of regulation- what's changing
We plan to update our approach and assessment framework to reflect the changing provider landscape
Two consultations on these changes:
Winter 2016/17 and Spring 2017
more integrated approach that enables us to be flexible and responsive to changes in care provision
more targeted approach that focuses on areas of greatest concern, and where there have been improvements in quality
greater emphasis on leadership, including at the level of overall accountability for quality of care
closer working and alignment with NHS Improvement and other partners so that providers experience less duplication
Our strategy for 2016 to 2021, published in May 2016, set out an ambitious vision for a more targeted, responsive and collaborative approach to regulation. We have four strategic priorities, which are to:
Encourage improvement, innovation and sustainability in care
Deliver an intelligence-driven approach to regulation
Promote a single shared view of quality
Improve our efficiency and effectiveness.
The accompanying ‘sector by sector’ publication described how we would regulate and encourage improvement in each sector.
In this consultation, we set out further detail about how we propose to update our approach and our assessment framework to reflect the changing provider landscape. We want to hear your views on these proposals, which are aimed at achieving
more integrated approach that enables us to be flexible and responsive to changes in care provision
more targeted approach that focuses on areas of greatest concern, such as safety, and where there have been improvements in quality.
greater emphasis on leadership, including at the level of overall accountability for quality of care
closer working and alignment with NHS Improvement and other partners so that providers experience less duplication 
This consultation seeks your views on specific proposals for:
how we will regulate new and complex types of providers 
changes to our assessment framework, including an updated well-led key question, which has been developed jointly with NHS Improvement
how we will regulate NHS trusts from April 2017
how we will aggregate ratings for complex providers, including NHS trusts.
A further consultation in March 2017 will focus on how we will regulate adult social care and primary medical services, and will include further detail on the changes we want to make to how we register providers.
When we publish our final assessment frameworks we will make them available as online information, as well as documents. This will mean you can find the information you need by searching or navigating our website on whichever devices you use, as well as printing or saving the information to share with colleagues. The information will be in sections of the website for each type of service we regulate. We will clearly show which information is generic to all services.
We are grateful for your feedback on this consultation, which closes on 10 February 2017. 8

9. Use the information we have to help make your case for change
Closing thoughts
See CQC as a partner
Use the information we have to help make your case for change
Engage early 9

10. Director of Engagement
Thank you
@CareQualityComm
Chris Day
Director of Engagement
Strategy Slides - 24 May MASTER