The Care Quality Commission and the Healthwatch network€¦ · The following case studies...

The Care Quality

Commission and the

Healthwatch network:

working together

October 2015

The Care Quality Commission and the Healthwatch network – working together 2

Contents

About this briefing .............................................................................................. 3

About CQC, Healthwatch England and local Healthwatch............................... 3

Working together – emerging learning about what works .............................. 4

Working together in practice ........................................................................... 10

Gloucestershire Hospitals NHS Foundation Trust inspection ............................10

Central and North West London NHS Trust inspection .....................................11

York Teaching Hospitals NHS Foundation Trust inspection ..............................13

Papworth Hospital NHS Foundation Trust inspection – a national specialist

service ...............................................................................................................14

Worcestershire Health and Care NHS Trust inspection – a combined mental

health and community health trust ...................................................................16

Yorkshire Ambulance Trust – a regional service across diverse populations ......17

Rotherham NHS Foundation Trust ....................................................................18

Further information .......................................................................................... 20

Appendix ............................................................................................................ 21


About this briefing This is the first of three joint CQC and Healthwatch England briefings to support

improvements in how CQC and local Healthwatch work together to make people’s

voices count in health and social care regulation. It builds on the briefing we

published in September 2014 and is for local Healthwatch and CQC inspectors as

well as other audiences.

It provides examples of how local Healthwatch have gathered and reported on

people’s experiences of care to inform CQC inspections, and how CQC inspection

teams have used this information to inform their inspections of NHS hospital,

ambulance, community and mental health services.

The examples show how working together can make a difference to the quality of

local regulation and support improvement in people’s experience of health and

care. They may also act as a helpful starting point for discussing local working

arrangements.

Useful links and further information about CQC can be found at the end of this

briefing.

Briefings on working together to share information about adult social care and

primary care services will follow later in 2015-16.

CQC and Healthwatch England would like to thank all the local Healthwatch

network for their contributions.

About CQC, Healthwatch England and local

Healthwatch

CQC is the independent regulator of health and adult social care in England. Our

purpose is to make sure health and social care services provide people with safe,

effective, compassionate, high-quality care and we encourage care services to

improve.

Our public engagement strategy published in January 2015 sets out our

commitment to improve how we listen to and act on the views and experiences of

the public in our work and specifies commitments to work with the Healthwatch

network.


Healthwatch England is the national consumer champion in health and care,

ensuring the voice of the public is strengthened and heard by those who

commission, deliver and regulate health and care services.

Local Healthwatch is the local consumer champion and exists to raise the health

and consumer voice, leading to improvements in service commissioning and

provision. There is a local Healthwatch across each of the 152 local authority

areas in England. Find your local Healthwatch at

www.healthwatch.co.uk/findlocal-healthwatch.

Together, Healthwatch England and local Healthwatch comprise the Healthwatch

network with Healthwatch England providing leadership, support and

development opportunities to each independent local Healthwatch.

Each local Healthwatch has regular contact with CQC teams, with Primary Medical

Services inspection managers as the relationship holder. In addition, CQC

inspection and Public Engagement teams work with all local Healthwatch in areas

covered by an NHS trust before announced NHS trust inspections. Healthwatch

England also work with the CQC Public Engagement team to achieve the

Fundamentals of the Working Relationship between CQC and the Healthwatch

network.

Local Healthwatch can advise CQC on the promotion of the inspection and on

how CQC can make use of evidence already available from local people and

voluntary groups about the experiences of care for people using the services.

Working together – emerging learning about what

works

The section below illustrates ways that local Healthwatch have worked with CQC

to promote and engage the public in inspections, how they have shared

information from a range of sources and how CQC has used this information to

inform its inspections and ratings of NHS hospitals. It shows the benefits of

working together and highlights the impact of ongoing relationships reinforced

through regular dialogue.


Promoting inspections and engaging the public

Many Healthwatch have advised CQC about how to engage with their

communities, promoted CQC hospital inspections to the public and encouraged

their feedback about care via events and the CQC website. They have done this

through:

• Healthwatch events and groups

• Radio interviews

• Social media

• Email call outs

• Information on websites

• Adverts and posters.

For example:

Healthwatch County Durham informed and supported CQC inspections of local

health trusts by sharing commentssharing commentssharing commentssharing comments about the services prior to the inspection and

promoting the inspectionpromoting the inspectionpromoting the inspectionpromoting the inspection and CQC listening events on social media and in their

e-bulletin.

Healthwatch Leicester and Healthwatch Leicestershire informed and supported

CQC’s inspection of Leicestershire Partnership NHS Trust by submitting a briefing briefing briefing briefing

paperpaperpaperpaper to the lead inspector on people’s experiences of care and treatment,

capturing information collated from the Healthwatch database and helpline as

well as information received from previous outreach and engagement reports. In

addition, they put out targeted calloutstargeted calloutstargeted calloutstargeted callouts to local residents and networks through:

• A marketing campaign to community hubs, libraries, schools, children’s

centre, children and young people’s forums, GPs and community hospitals,

voluntary and community sector stakeholders

• Targeted tweets

• A short online survey

• 4 drop-in clinics at identified city and county venues where community based

services are provided

• Various health centres and hospital sites.


Sharing information

Healthwatch have shared information with CQC about the quality of care

gathered from the public, their families and carers, care staff (including

whistleblowers), local voluntary and community groups and information sent to

them by providers.

This has included:

• Information about the health and care issues across an areaacross an areaacross an areaacross an area (local authority

and CCG area).

• Evidence about the quality of care in specific health and care organisations

and named locations and Individual services and departments

For example:

Healthwatch Northamptonshire informed and supported each planned CQC

inspection of large providers, including Northampton General Hospital, Kettering

General Hospital and St Andrews Hospital. They did this by submitting submitting submitting submitting

informationinformationinformationinformation including patient experience surveys, Enter and View reports and

complaints in advance of the inspection and publishing a reportpublishing a reportpublishing a reportpublishing a report on the

experiences and views to coincide with the publication of the CQC inspection

report.

Healthwatch Peterborough informed and supported CQC’s inspection of their

local trust by sending a comprehensive reportsending a comprehensive reportsending a comprehensive reportsending a comprehensive report of their findings of three Enter

and View visits, a young carer event and engagement with local patient

participation groups (PPGs). They promoted the inspection and CQC listening

event on social media, in their weekly eNews bulletin and in their Health Aware

bulletin, which goes to PPGs and some other public facing organisations.

Healthwatch Bradford informed and supported CQC’s inspection of their local

trust by submitting informationsubmitting informationsubmitting informationsubmitting information about people’s experiences of the accident and

emergency department, which informed the focus of the inspection.


Ongoing Contact

Each local Healthwatch should have regular contact with a local CQC manager.

Many local Healthwatch also share information with local teams inspecting

hospitals between the announced inspections.

For example:

Healthwatch Sunderland were invited to the CQC post inspection Quality post inspection Quality post inspection Quality post inspection Quality

SummitSummitSummitSummit about Sunderland Hospital. They have regular meetings with CQC regular meetings with CQC regular meetings with CQC regular meetings with CQC

representativesrepresentativesrepresentativesrepresentatives, which look in particular at how Healthwatch Enter and View

activity can contribute evidence to CQC.

Healthwatch North Yorkshire seeks the views of the local CQC inspectors before

carrying out Enter and View visits. This avoids any risk of CQC inspections and

Healthwatch Enter and View visits coinciding. It also serves as an early warning

signal for the CQC about the Healthwatch’s planned activities.

Healthwatch Stoke on Trent always share any concerns that they have with the

CQC at bibibibi----monthlymonthlymonthlymonthly meetings and ask for a ‘heads-up’ on any inspections of

services that they also have on their radar to Enter and View. They provide CQC

with all the evidence that they have to inform any inspections and let CQC know

if they are planning an Enter and View so that CQC can provide them with

information.


Informing inspections

CQC inspection teams have used Healthwatch information before, during and

after NHS trust inspections in a number of different ways . Information was:

• Added to the inspection data pack produced by CQC analysts in advance of

an inspection.

• Used to inform discussions amongst inspection team leaders planning the

inspection, to decide which services to inspect or what to look for.

• Shared across the whole inspection team or with sub teams at the start of the

inspection.

• Used to inform the service or provider ratings.

• Highlighted in the Quality Summit post inspection.

• Referenced in the inspection report.

• Recognised in the CQC press release announcing the inspection findings and

quoted as being from local Healthwatch.


Top Tips: Information with impact

Information has most impact on CQC inspections when local Healthwatch provide

information in the following formats:

• Regularly collated evidence such as monthly reports or a summary report

from recent months.

• Information in Excel format for collating and sharing individual comments

with CQC. These can be searched and filtered for information and spilt to

share with different parts of the inspection team. Pdf files are difficult for

CQC analysts to use.

• Information in Word format for reports and other summaries of evidence.

Emails can be used to share evidence where this is easiest for ad-hoc

information.

The following types of information are most useful for CQC:

• Both positive and negative information about people’s views and experiences

of care.

• Information grouped into categories about a service or an organisation – such

as dignity and respect, food and drink, staff, communication and so on.

• A summary of how many views are included – how many people/groups it is

from.

• Clear dates for when the experiences happened (rather than when it was

received by the Healthwatch).

Note: Healthwatch can send information to [email protected] or ring our

National Customer Service Centre on 03000 616161 to recount evidence if

needed.


Working together in practice The following case studies illustrate in more detail how local Healthwatch and the

wider Healthwatch network have worked with CQC on NHS trust inspections.

Gloucestershire Hospitals NHS Foundation Trust inspection The Gloucestershire Hospitals NHS Foundation Trust is one of the largest hospital

trusts in the country and provides high-quality acute elective and specialist care

for a population of more than 612,000 people.

How CQC and the Healthwatch network worked together

Healthwatch Gloucestershire has maintained a consistently close and

productive working relationship with CQC, both at local and national level.

They have quarterly meetings with local CQC inspectors to discuss patient and

public information on all services including any safeguarding concerns.

Information is forwarded prior to the meetings and attention drawn to specific

issues arising locally.

If safeguarding issues are raised and escalated to the Local Authority

Safeguarding team, a copy of this communication also goes to local inspectors to

add to any existing evidence or intelligence they may have. These meetings are

also an opportunity to discuss forthcoming inspections, coordinate planned ‘Enter

and View’ activity and alert CQC to future events like the Healthwatch

Gloucestershire AGM.

Healthwatch Gloucestershire informed and supported CQC ‘s inspection of the

local acute hospital by:

• Advising CQC on local venues for a listening event, promoting the event and

the inspection via an e-alert to their membership of 900 people and

attending on the day.

• Encouraging other specialist organisations to share information. For example,

Gloucestershire Deaf Association shared difficulties accessing departments in

the hospital, experiences in clinics and issues around discharge in local care

homes.

• Gathering information on six districts across the county from a variety of

different sources, including information stands at shopping centres, farmers’


markets, events, talks to community groups, as well as feedback received

through district representatives, their information and advice line, website

and social media.

• CQC lead inspectors attended a meeting with Healthwatch Gloucestershire

prior to the inspection to hear about their key areas of concern and also to

give Healthwatch the opportunity to share information on those services.

Information provided by Healthwatch and how it was used

Local Healthwatch information was categorised by the different departments of

the trust and helped to inform the planning and focus of the inspection.

Following the inspection, the Chair and Chief Executive of Healthwatch

Gloucestershire attended the Quality Summit, informing a productive discussion

around possible solutions to issues raised and action planning to address areas for

improvement.

Chair of Healthwatch Gloucestershire said:

“We have built a strong network locally in which patient feedback is

regularly discussed with executives and reported within the trust's quality

and safety assurance processes and quality accounts. We can escalate

concerns where necessary and have a place on the council of governors.

We were pleased to support this year's CQC inspection on behalf of the

public, thereby contributing to an open and safer culture and to improved

patient care.”

Following the Quality Summit, CQC’s lead inspector and inspection manager

attended the Healthwatch AGM to discuss CQC’s relationship with Healthwatch

Gloucestershire and the value of the information provided.

In the media release setting out the results of the visit, Professor Sir Mike

Richards, Chief Inspector of Hospitals, thanked Healthwatch Gloucestershire

personally for the valuable contribution it made to the inspection and its findings.

Central and North West London NHS Trust inspection

Central and North West London NHS Foundation Trust is one of the largest trusts

in the UK, caring for people with a wide range of physical and mental health

needs. These include common physical health problems, long-term conditions,


mental health problems, learning disabilities, eating disorders, addictions and

sexual health. The majority of the trust services are provided in the community.

They also provide healthcare in prisons in London and the surrounding areas. The

trust provides services across several London boroughs and up to Milton Keynes.


CQC contacted the 13 local Healthwatch covering the areas where the trust

provides services. As a result, six Healthwatch responded (Camden, Hammersmith

and Fulham, Hillingdon, Kensington and Chelsea, Milton Keynes and

Westminster) contributing information via written feedback and taking part in a

teleconference with the CQC lead inspector chaired by the CQC Public

Engagement team.


During the teleconference, Healthwatch gave their opinions on the positive care

provided by the trust and the areas where they felt there was room for

improvement.

They provided information about a wide range of services including integrated

children’s service, sexual health, neurological rehabilitation, community nursing,

heart failure service, podiatry, palliative care, rapid response unit, health visitors,

tissue viability, wheelchair service, CAMHS, occupational therapy, physiotherapy,

assessment centres, inpatient services, advice line, home treatment services,

substance misuse services, discharge planning, community rehabilitation,

psychiatric liaison services, and district nursing team.

CQC inspectors asked further questions and corroborated pre-inspection insight

held by the CQC inspection team beforehand. CQC also received written feedback

about a number of these services from local Healthwatch.

This information was shared with the different sub teams on the inspection and

this provided a strong focus for the whole inspection.

The inspection manager said:

“The teleconference with the local Healthwatch was an incredibly good

use of my time in the run-up to the inspection. It provided evidence that

reinforced issues we were hearing elsewhere and it highlighted new

evidence about some services where we had little previous information. It


was very valuable to the sub teams on the inspection and it is certainly

something I will want to do again before inspections of this kind.”

The inspection report highlighted the contribution that local Healthwatch had

made to the inspection and the key themes raised by people using services and

their representatives, which informed the judgement and rating of the trust.

York Teaching Hospital NHS Foundation Trust inspection York Teaching Hospital NHS Foundation Trust provides a comprehensive range of

acute hospital and specialist healthcare services for approximately 800,000

people living in and around York, North Yorkshire, North East Yorkshire and

Ryedale – an area covering 3,400 square miles. The hospital spans three local

authority areas from York, into North Yorkshire and East Riding of Yorkshire.


Following conversations with CQC, three Healthwatch (York, North Yorkshire,

East Riding of Yorkshire) worked together to gather information and supported

CQC by identifying local groups to gather more targeted information – particularly

from people with a learning disability and older people. They also:

• Identified venues to hold CQC’s pre inspection listening events for members

of the public to share their experiences of the trust.

• Identified local groups that the inspection team could contact to gather

targeted information.

• Developed a survey, with questions devised following discussions with the

CQC relationship manager for the trust.

• Promoted CQC’s Twitter link to encourage people to share their experiences

prior to the inspection.


The survey gathered 24 comments which were reported to CQC.

• 80% of respondents said they had been treated with kindness and respect.

• 70% of respondents said they knew how to make a complaint about a service

if they needed to.


• Two individuals highlighted the lack of mental health service support

following admission to A&E after they had attempted suicide.

Healthwatch North Yorkshire had conducted an Enter and View visit to

Scarborough Hospital in November 2014, which is run by York Hospitals NHS

Foundation Trust, and shared the report with the CQC.

The inspection team were positive about the information from the survey and

focus groups, which reinforced some concerns and provided them with a more

targeted view to focus the inspection.

An inspection manager said:

“Working with Healthwatch can really add to an inspection. Enter and

view visits help paint a picture, especially from a patient’s perspective, of

a service/hospital that helps us to focus our planning for the inspection.”

Papworth Hospital NHS Foundation Trust inspection – a

national specialist service

Papworth Hospital NHS Foundation Trust is the largest specialist cardiothoracic

hospital in the UK which includes the country's main heart and lung transplant

centre. It serves patients across the UK.


CQC and Healthwatch England worked with Healthwatch Cambridgeshire who

acted as a gateway for other Healthwatch information across the region.

Healthwatch Cambridgeshire took the following steps:

• Sent out information to their contacts in Cambridgeshire and to local

Healthwatch across the region about the inspection.

• Included information about the inspection as a news story and on the front

page of their website.

• Issued a press release that was picked up by Radio Cambridgeshire and

resulted in an interview on the radio with the Healthwatch chair about the

inspection and how they were encouraging feedback.

• Contacted each of the lead officers of Healthwatch in the region to ask them

to support the call out. All were very positive and supported the call for


information. Healthwatch Suffolk agreed they would lead a separate call for

information in their area and pass it through to CQC.

• Contacted the communication team at Papworth Hospital NHS Foundation

Trust to encourage them to put out more communications about the

inspection to their contacts.

In addition, Healthwatch England alerted the Healthwatch network about the

inspection through the online network Yammer and through the Healthwatch

England newsletter and provided deadlines for when feedback would be shared

with CQC.


Information provided by Healthwatch Cambridgeshire on behalf of the

Healthwatch Eastern Network was shared with the inspection team the day before

the inspection – highlighting key themes to inform the inspection.

Lead Officer of Healthwatch Cambridgeshire said:

“Getting people’s voice heard by decision makers and regulators is our

core business. Working together in this way proves the worth of the

Healthwatch network. We are very pleased to be working with our

Healthwatch partners and the CQC to help inform their inspections and so

improve services for all.”

The Healthwatch network identified both positive and negative themes which

reinforced information the inspection team had already received. There were some

specific concerns which were corroborated on site by the inspectors and

specialists.

An analyst team leader said:

“It was a good way to work with the local healthwatch and it gave us

information we could use prior to inspection which we wouldn’t normally

have. The relationship with Healthwatch worked really well and it was

good to work with the organisation.”

The CQC inspection manager received 44 individual pieces of information from

Healthwatch highlighting the value of Healthwatch promotion and publicity in the

lead up to the inspection.


Worcestershire Health and Care NHS Trust inspection – a

combined mental health and community health trust Worcestershire Health and Care NHS Trust, serves a population of approximately

560,000 across an area of approximately 500 square miles, with a relatively high

proportion of residents aged 65 and above. Major urban areas include the towns

of Worcester, Bromsgrove, Kidderminster, Redditch, Evesham and Malvern. It is in

these areas that the majority of the population live.


Healthwatch Worcestershire worked in partnership with the CQC to run two local

‘drop-in’ events to hear the views of local people on mental health and

community health services at Worcestershire Health and Care Trust prior to the

inspection – one in Redditch and one in Worcestershire. They undertook the

following activities:

• Provided advice on the voluntary and community sector in the areas, and

how best to engage with the rural and urban areas covered by the trust.

• Booked venues and invited local groups.

• Included information as a news story and on the front page of their website.

• Issued a press release to local newspapers and took out a full page

advertisement.


17 people from local voluntary groups and individuals attended the focus groups.

They provided information about the CAMHS service, sexual health services,

community learning disability services and mental health inpatient services. This

included positive and negative information about information provision,

discharge, staff attitudes, care environments and access to services.

The information provided helped to focus the work of the inspection team on

areas of concern to local people, and to structure the questions and lines of

enquiry in planning the inspection. The team leaders were able to follow up the

themes raised and sought to corroborate the information while undertaking the

inspection.



“I met with Healthwatch to discuss the upcoming inspection. Their

knowledge of the services and current examples of people’s experience

really helped me with the inspection planning. They were really helpful in

organising the listening events and promoting the meetings so that

people in the Worcestershire area were able to come a long and talk to us

about their experiences. I was able to share that information with the core

team leaders and they incorporated that into their planning for the

inspection.”

Yorkshire Ambulance Trust – a regional service across

diverse populations

Yorkshire Ambulance Service NHS Trust serves more than 5 million people across

the county of Yorkshire. It operates from 62 ambulance stations across the

county, 19 hospital-based Patient Reception Centres, and has A&E

999 emergency operations centres in York and Wakefield. The Patient Transport Service (PTS) makes around 886,312 journeys transporting patients across

Yorkshire and neighbouring counties.

It covers almost 6,000 square miles of varied terrain, from isolated moors and

dales to urban areas, coastline and inner cities. It provides 24-hour emergency

and healthcare services to a population of more than five million.


• CQC sent out a call for information to Healthwatch across the Yorkshire and

Humber region about the inspection to help promote and encourage

feedback. It provided details of the services and areas to be covered by the

inspection.

• CQC attended the Healthwatch Yorkshire and Humber network meeting

facilitated by Healthwatch England to discuss the approach to working across

the Healthwatch network.

• Healthwatch promoted CQC’s Twitter link to encourage people to share their

experiences prior to the inspection and used email to cascade the requests.

• Some Healthwatch created specific surveys for use at meetings and online.

For example, Healthwatch Kingston upon Hull created a short survey to

gather information on local people’s experiences of the trust’s emergency


service, Patient Transport Service and NHS 111. They invited people to

complete the survey at outreach events at community venues across Hull.

Visitors to the Healthwatch website could also complete the survey online.

• A number of Healthwatch collated information from engagement work with

communities with specific needs such as people who are deaf or blind.


A number of local Healthwatch submitted reports including Healthwatch Leeds,

Kirklees, York, Rotherham, East Riding of York and Kingston upon Hull. These

included information collated over the last two years and information from a

range of communities with specific communication needs, local groups,

individuals and carers.


“The information Healthwatch provided for us was really valuable as it

helped us target the areas most important for patients and users of the

service. It also reinforced the issues we were hearing from people who had

contacted CQC directly.”

A regional representative from Healthwatch attended the Quality Summit and

provided valuable feedback about coordination and communication with local

Healthwatch when inspections cover a wider geographical area. This feedback was

passed to other teams planning large scale inspections so that Healthwatch input

could be well coordinated.

Rotherham NHS Foundation Trust

Rotherham NHS Foundation Trust is an acute trust which operates Rotherham

General Hospital in South Yorkshire. They operate a large number of community

services at other sites across Rotherham, including Rotherham Community Health

Centre.


Healthwatch Rotherham helped CQC to gather information reaching groups

across the outlying areas of Rotherham. They undertook the following activities:

• Provided a report of over 2000 comments, grouped into themes, gathered

from the Healthwatch database since July 2013. The comments include

information from conversations with the public at events, telephone calls,


drop-ins, outreach engagement events, information from people using the

NHS complaints advocacy service which is run by the Healthwatch,

information from national surveys, Patient Opinion and the local media.

• Facilitated a focus group with homeless people and shared work carried out

with homeless people as part of the Healthwatch England unsafe discharge

Special Inquiry.

• Supported and attended the CQC public listening event, including

information as a news story in their newsletter and on the front page of their

website.


CQC valued the contribution of local Healthwatch at the public listening event,

which helped them hear a wide range of views and feedback from local people.

Combined with summary information from NHS complaints advocacy, this helped

inform inspection planning and supported focus on particular areas during the

course of the inspection.

An information analyst commented:

“The local Healthwatch shared a significant amount of good quality

information about local people’s experience of using and accessing services

at their local hospital. It included 77 pages of themed comments that were

dated and related to specific services and wards – valuable and easy to use

intelligence that we couldn’t have accessed anywhere else.”

The themes identified by local Heathwatch were corroborated by inspection

findings and reinforced in the inspection report. This helped the inspection team

make good use of time available and helped increase confidence that the

inspection was properly identifying and responding to what matters to local

people.


Further information

Find out about the Fundamental Standards CQC uses to inspect services:

www.cqc.org.uk/content/regulations-service-providers-and-managers

Sign up to receive email alerts about inspection report publication:

www.cqc.org.uk/content/our-email-alerts

Find out more about how we work with local Healthwatch and other

organisations:

www.cqc.org.uk/content/working-public-groups#local-healthwatch

Read our guide to working with the Healthwatch network:

www.cqc.org.uk/sites/default/files/20141002_local_healthwatch_wor

king_together_1-1.pdf

Follow us on twitter:

twitter.com/carequalitycomm

Email CQC’s public engagement team in order to receive monthly bulletins for

local Healthwatch or for further information on local Healthwatch contacts within

CQC:

[email protected]


Appendix

Recommendations for CQC

There is important learning from the examples and case studies in this briefing.

The Healthwatch involved made a number of recommendations so that

relationships can be further improved and information better shared to bring

about improvements to services. CQC and Healthwatch England should seek to

encourage and support:

• Building ongoing relationships that extend beyond the more intense periods

of activity supporting inspections.

- Investing time in regular, planned quarterly meetings for forward planning

of activity, exchange of information and review of outcomes following

earlier inspections.

- Working with and through primary care inspection managers as relationship

coordinators while maintaining contact with ASC and hospital inspection

managers so that communication is joined up and ongoing.

- Holding teleconferences prior to inspections of large geographic areas.

- Coordinating Enter and View activity and planned inspections by routinely

sharing planned activity.

- Extending invites to post inspection Quality Summits and supporting

monitoring of provider improvement activity following inspections.

• Sharing information in the right way, right time and right place:

- Giving as much notice of requests for information as possible.

- Being clear about quality and format of information needed and how it will

be used.

- Routinely feeding back how information has been used.

- Keeping information flowing both ways.


• Making good use of the local knowledge and expertise of local Healthwatch

by:

- Using established local and regional networks to help extend the reach and

impact of engagement.

- Asking to be signposted to good local, community venues that local people

find easy and accessible to use.

- Seeking promotion of forthcoming inspections using established partner

and social media networks.

- Valuing the richness of local detail from local Healthwatch when

inspections cover provision across a wider geographic area.

• Cultivating responsiveness in joint working by acknowledging contribution

and feeding back how the information has made a difference:

- Inviting Healthwatch participation in the Quality Summit.

- Keeping communication channels open post inspection and before report

publication.

- Recording and recognising contribution in reports.

- Avoiding ‘surprises’ following report publication or special measures so

that Healthwatch are well prepared to support local people.

- Inviting ongoing dialogue and feedback about provider improvement.

The Care Quality Commission and the Healthwatch network€¦ · The following case studies...

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