CQC apologises over ‘new regulatory approach’ – but is it enough?

CQC ‘got things wrong’ over new approach to inspection regime and new computer system, the interim chief admitted, but what happened and why?

CREDIT: This is an edited version of an article that originally appeared on The Guardian

The Care Quality Commission (CQC), issued an apology to thousands of GP practices, hospitals and care homes, following complaints of failures in what was described as a hostile inspection regime and new computer systems. The changes, which were meant to improve the assessment of healthcare quality, led to registration delays information and users being unable to upload information to a new online “provider portal” system intended to make regulation more efficient. Further to this, the ‘hostile’ approach of assessors prompted comparisons of assessments to those carried out by OFSTED for schools.

Common complaints included the CQC’s over-reliance on outdated data, the lack of transparency in their regulatory approach, and vast inconsistencies between assessments. The failures came despite warnings from care providers and even employees of the CQC warned the regulator of potential risks with the system.

“For some time now the CQC has not been responsive to the challenges that the sector has faced because of poor inspection methodology,” said Nadra Ahmed, the chair of the NCA, who welcomed the apology. “Many providers have found the process very challenging, intimidating, and staff have been left in tears.”

A spokesperson for the CQC admitted that the issues with the system had caused some providers to lose trust in them. The CQC regulates close to 15,000 care homes, 13,000 homecare agencies, 11,500 dentists, 8,600 GPs and 1,200 hospitals as well as community services and supported living facilities.

While the Care Quality Commission (CQC) apology to healthcare providers for the failures in their inspection regime and new computer systems has been welcomed by some, the road to rebuilding trust will be challenging. The acknowledgement of issues is a step forward, but restoring confidence among care homes, hospitals, and other healthcare providers will require sustained improvements and transparent communication moving forward.