Care Quality Commission (CQC) Q&A series
In this series of blogs, head of social care, Philippa Doyle, answers the most common questions providers ask when dealing with the Care Quality Commission (CQC).
Question 1
What are some of the basic things you see providers fail / fall down on, particularly those that might seem really obvious and get missed?
Despite best intentions, providers frequently fall short in areas that are fundamental to delivering high-quality, person-centred care, including:
Regulatory breaches
- Regulation 9 – Person-Centred Care: Failure to tailor care to individual needs, preferences, and values
- Regulation 12 – Safe Care and Treatment: Gaps in safety protocols, risk management, and clinical oversight
Documentation and consistency
- Inconsistencies between care plans, risk assessments, and daily records
- Outdated or missing risk assessments
- Incomplete or missing Mental Capacity Assessments (MCAs) and Best Interest (BI) decisions
- Lack of evidence for individual preferences and protected characteristics
- Missing or inadequate end-of-life care planning
Medication and clinical oversight
- PRN (as-needed) protocols not regularly reviewed or updated
- Poor medicines management, including gaps in administration records
- Incomplete or missing body maps and topical cream application records
Operational oversights
- Failure to document and showcase the positive work being done in the service
- Missed or irregular equipment checks (e.g., bed rails, hoists)
- Lack of regular reviews and updates across all documentation
A clear pattern is emerging: providers who treat CQC preparation as part of everyday operations – not just a one-off event – are consistently achieving stronger ratings.
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Navigating the CQC quality statements: A toolkit for social care providers
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