From Good to Outstanding: practical, cost‑effective steps for CQC success
We are often asked the same question from providers: “how do I move from a Good CQC rating to Outstanding, without significant extra cost?”
The encouraging answer is that moving from Good to Outstanding does not usually require a large budget increase. More often, it depends on stronger documentation, better staff engagement, more thoughtful use of existing systems, and a consistent focus on quality across everyday practice.
This article explores what CQC say ‘Good’ looks like, how Outstanding services differ in practice, and where providers can focus improvement activity in ways that strengthen ratings without increasing costs.
Fundamentally, it is important to recognise that regardless of the inspection regime or framework that CQC may have in place at the time of this article, or in the future, the steps a provider can take will not differ, as these are on the whole common sense, business efficient steps.
What CQC is really looking for
Under the current assessment approach, and into the future, CQC is looking for cogent evidence, not just assurances. Providers are currently assessed against 34 quality statements, which looks likely to reduce to 24 Key Lines of Enquiry, with the familiar five domains still at the heart of the framework: safe, effective, caring, responsive and well-led.
A strong starting point is understanding the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Crucially, these have not changed significantly in the 12 years they have been in force, and there are no known plans to change them in the future. Providers that take the time to read the Regulations and ensure staff understand the fundamental standards of care are often better placed to show compliance. In particular, Regulation 12, safe care and treatment, and Regulation 17, good governance, are central to CQC’s assessment, and risk assessments sit across both of them.
Compliance with the regulations must always be the starting point for every service.
The key point for providers is that the best-rated services are usually not doing anything radically different; they are simply demonstrating what they already do more clearly and consistently. When risk assessments are accurate, personalised and kept under review, they help show safe care and effective governance. But where they are inconsistent or out of date, the service may struggle to evidence quality, even if day-to-day care is good.
The difference between Good and Outstanding CQC ratings
On paper, a service rated “Good” is typically one that is compliant, well run, and with good feedback from staff, relatives, and the people supported. The Registered Manager is “a safe pair of hands”. It has systems in place, staff understand their responsibilities, and people receive safe and effective care.
Outstanding services go a step further by showing that care is not only safe and effective, but genuinely person-centred, continuously improved, and shaped by people’s lives and ambitions.
What CQC appears to reward most highly is evidence of consistency, innovation that is meaningful rather than expensive, and a culture where people are listened to and supported to live fuller lives. In practice, that might mean involving people more deeply in decisions, strengthening communication between teams, or making small adjustments that create better outcomes.
CQC is looking for more than basic compliance. It wants to see how leaders know the service is working, how people are involved in decisions, and how learning leads to improvement. It’s about being proactive, anticipating the future and demonstrating a consistent drive to improve. The good news is that many of these things cost very little to do well.
Start with the basics
If you want to move up a level but resources are tight, the first step is to get the fundamentals right every time. That means up-to-date care plans, accurate risk assessments, clear medicines records, and policies that reflect current practice. It also means making sure that what is written down matches what staff actually do.
Small gaps in documentation can have a big impact. A service may be delivering excellent care day to day, but if records are inconsistent, the quality can be hard to prove. Consistency is often the difference between a Good and Outstanding judgement.
Make audits lead to action
Many providers already complete audits, but not all of them use the findings properly. An audit is only useful if it leads to action. A short, practical action plan is often enough, provided someone is responsible for completing it and progress is monitored.
This approach does not need extra funding; it simply requires discipline and follow-through. Over time, it creates a clear improvement cycle, which is exactly the kind of governance CQC expects to see.
Use staff as a source of improvement
Staff are one of the most valuable resources in any care service. They know where the pressures are, where routines break down, and what changes would make the biggest difference. Involving them in service development is one of the easiest ways to improve quality without significant additional cost.
Regular supervision, team meetings, and open conversations can all uncover useful ideas. Staff who feel listened to are also more likely to stay engaged and committed, which supports continuity and morale, and in turn, has a direct effect on the quality of care people receive.
Make care genuinely person-centred
Outstanding services usually stand out because they make people feel seen, heard and respected. Often, it is about small, thoughtful choices: using someone’s preferred name, involving them in menu planning, supporting them to decorate their own room, or helping them take part in decisions about their daily life. Setting and supporting people to achieve goals and aspirations is incredibly important.
These actions show more than kindness; they demonstrate that the service understands the person, not just the task. That kind of evidence is powerful because it shows real quality rather than a generic promise of good care and is something the person or their family can and will talk about, just as much as the service can show the achievement – but only if it is well documented!
Show innovation already happening
Many providers already do more than they realise. Supporting someone to build new skills, working closely with other professionals, or helping a person reduce restrictions through positive planning are all examples of practice that can support an Outstanding rating.
The key is to recognise and record this work properly. Good practice needs to be visible in care plans, staff notes, reviews, and meetings. If the service is making a difference to people’s lives, that improvement should be easy to evidence.
Evidence matters most
It has been said a few times in this article because it is worth repeating: the most important lesson is that Outstanding is rarely about doing something radically different, and rather showing the quality that already exists, clearly and consistently. CQC decisions are heavily influenced by evidence, so providers need to make sure they can demonstrate what they do, why they do it, and how it improves the experience of the person supported.
That means keeping records accurate, reviewing policies regularly, acting on feedback, and showing learning in practice. It also means leaders being able to explain how the service is managed and improved. Strong evidence does not usually cost more money, but it does require attention and discipline.
How Hempsons can help
At Hempsons, we work alongside social care providers to help them strengthen the systems and evidence they already have and present their services more clearly to CQC. Our social care team has extensive experience supporting providers and understands what inspectors are looking for in practice, not just on paper. We focus on realistic improvements that fit within existing resources and day‑to‑day operations.
Providers can access support in several ways, including:
- CQC advice on compliance, inspections, evidence, and responding to outcomes
- Our practical toolkit (in partnership with Care England) to help services evidence the quality statements clearly and consistently
- Training for managers and staff to embed good practice and link everyday care to CQC expectations
- Free legal resources, including blogs, webinars, and podcasts sharing practical insight and updates for the sector
- Early, accessible advice through our free social care advice line, helping providers address issues before they affect ratings
