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Hayley Marle Care Quality Commission discusses Learning from CQC Inspections to Improve Outpatient Services

Hayley Marle Inspection Manager Care Quality Commission discusses learning from CQC inspections to improve outpatient services at today’s conference. In her presentation Hayley discusses in depth:

  • Our inspection process
  • Five questions
  • What we have found
  • Preparation for an inspection
  • What outstanding looks like
  • Our position on rating effectiveness

Hayley Marle's full presentation is available for download at the end of this page.

In her presentation Hayley stated:

"Over the last 18 months inspections have been much larger' reports and are now much longer"

"Our findings are not just based on inspections, but what we hear from you also"

"Ratings are looking pretty good - 135/137 of our hospitals were rated good for caring, up to 31 May 2015"

"We want you to come to work everyday and not just do your job - we want you to improve"

Hayley's presentation states:

“Our inspection approach larger inspection teams including specialist inspectors, clinical experts and Experts by Experience, Inspections focus on our five key questions about services – safe, effective, caring, responsive to people’s needs and well-led, a focus on eight core services in acute and four in community, KLOEs (key lines of enquiry) as the overall framework for a consistent and comprehensive approach and Ratings to help compare services and highlight were care is outstanding, good, requires improvement and inadequate Longer, more in-depth reports.”

“The five key questions cover

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 assure the delivery of high-quality care, supports learning and innovation, and promotes an open and fair culture.”

“So how can you prepare provider Information Request (PIR) – two stages, shortly after a comprehensive inspection is announced - 20 weeks prior to the site visit a PIR is sent and information provided is used to tailor the stage 2 request which is sent out 12 weeks prior to the site visit. The PIR includes some of the following, outpatient attendances, by site and speciality, clinic times during the week of announced and 2 weeks after (including any waiting time initiatives), Clinic cancellations – percentage and reasons known, how long people wait after turning up for appointment, number of medical records missing and rapid access clinics.”

“What does outstanding look like:

Safe - People are protected by a strong comprehensive safety system, and a focus on openness, transparency and learning when things go wrong.              

Effective - Outcomes for people who use services are consistently better than expected when compared with other similar services.    

Caring - People are truly respected and valued as individuals and are empowered as partners in their care.

Responsive - Services are tailored to meet the needs of individual people and are delivered in a way to ensure flexibility, choice and continuity of care.

Well Led - The leadership, governance and culture are used to drive and improve the delivery of high quality person-centred care.”

Download: Hayley Marle's full presentation

21 September 2015


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