CQC: Listening, learning, responding to concerns (29 March 2023)

Summary

The concerns that health and care workers and the public share with the Care Quality Commission (CQC) about health and care services are critical to its work. It is also vital that CQC listens to its own staff.

This review explores whether there are areas of culture or process within CQC that need to be improved in relation to listening, learning, and responding to concerns. The review focused on these key areas:

Organisational findings

1. Reviewing how well we listen to whistleblowing concerns.
2. Reviewing our Freedom to Speak Up policy.
3. Learning from the tribunal case.
4. Reviewing how we listen to our staff.
5. Reviewing the expectations and experiences of people who raise concerns with us.