CQC published its Driving Improvement Report. The report sets out how services who had previously been graded as inadequate improved to achieve a good grading. Andrea Sutcliffe Chief Inspector of the CQC has stated that their work is guided by a simple principle – is this a service I would be happy for my Mum or anyone I love to use? If it is, that’s fantastic; but if it’s not good enough for my Mum, it’s not good enough for anyone’s Mum and we’ve got to do something about it. Lots of services have taken up that challenge and improved. We wanted to share some of their experiences to help others to improve too. In the Driving Improvement Report a number of different services were approached who had been given an inadequate grading by CQC. For each service interviewed a range of people, including people who use services and their families, registered managers, providers and owners, care staff, administrative and other staff, commissioners and social workers. CQC staff used the following questions to interview providers and managers, and adapted them when interviewing people who use services, staff and others:
What was your reaction to the service being rated as inadequate?
How did you approach improvement?
What support did you ask for and what support did you receive?
What were the obstacles to improvement? How did you overcome them?
Did the inspection report help you improve your service and outcomes for people?
How did you involve staff and support them further in their work?
How did you involve people, their families and carers and volunteers, who use the service?
How did you involve and work with local partners?
Could you give us some examples of tangible improvements?
Could you give us some examples of improved outcomes for people?
Looking back on the improvement journey, what have you learned, and is there anything you would do differently?
What are you doing to ensure improvements are sustainable? What’s next on your improvement journey?
To summarise, what would you say are the top five actions you took that helped your service improve?