Tell us about your care - Residential Care

Background and overview

The Care Quality Commission (CQC) has a statutory duty to have regard to the views and experiences of people who use services in its regulatory work.

Listening to and acting on people’s experiences of care is vital to our work. It helps us to decide when, where and what to inspect, supports better registration, inspection, judgements and ratings and results in better information for the public.

Some national voluntary organisations that run a telephone helpline service have access to a rich source of qualitative intelligence from the public about the quality and safety of health and social care services in England which could be extremely valuable to CQC.

CQC wishes to commission a national voluntary organisation, (that runs a telephone helpline service) to provide a continuous feed of qualitative intelligence about people’s experiences of care at named health and social care services via CQC’s Share Your Experience form.

The aims of the project are

•To actively seek intelligence from a well-established, national voluntary organisation, about whether care services are meeting required standards of quality and safety

•To assess the value of the intelligence to CQC in assessing risk and prompting regulatory activity