FAQ
Care 4 Quality
Frequently Asked Questions
We’ve tried to gather together some of our most frequently asked questions.
However, if there is something we fail to answer below please get in touch with us by phone or email and we’d be happy to help!
General FAQs
Care 4 Quality specialises in supporting organisations in the registration and maintenance of compliance for health and social care providers with the Care Quality Commission (CQC).
The Care 4 Quality team consists of former CQC inspectors, previously registered managers, and experienced health and social care professionals. With many years of collective experience in both the public and private health and social care sectors, our team comprehensively understands your operational requirements and pressure points.
Our team’s reputation, skills, and qualifications distinguish us as an exceptional support team for your organisation.
The Care Quality Commission (CQC) is the independent regulator of health and social care in England. It plays a crucial role in registering, monitoring, inspecting, and rating services to assess their adherence to fundamental standards of quality and safety. The CQC publishes its findings, including performance ratings, providing valuable information that empowers individuals to make informed choices about the health and social care services they access.
The Care 4 Quality Client Portal serves as a centralised platform primarily utilised by the policies team to upload your bespoke policies and procedures. Beyond its role for the policies team, you can also use the Portal within your organisation by adding additional staff members. This allows you to assign tasks, schedule meetings, and foster engagement through the discussions page. The versatility of the Portal ensures efficient communication, collaboration, and task management, streamlining processes for enhanced organisational effectiveness.
WorkNest is the UK’s leading provider of outsourced Employment Law, HR and Health & Safety services. In June 2021, Care 4 Quality became part of WorkNest through acquisition. While Care 4 Quality maintains its specialisation in healthcare compliance, being part of the WorkNest group allows our clients to access industry-leading specialist support from our 400+ colleagues across WorkNest, ensuring a broader spectrum of expertise and services to meet diverse business needs.
Mock Inspections FAQs
The primary purpose of an inspection by the Care Quality Commission (CQC) is to assess whether health and social care services are delivering safe, effective, compassionate, and high-quality care to individuals. The CQC conducts thorough evaluations to ensure that care providers meet fundamental standards of quality and safety.
The inspection process aims to identify areas of excellence and areas that may need improvement within care services. By doing so, the CQC encourages care providers to enhance their practices, promoting continuous improvement in the quality of care. The ultimate goal is to safeguard the well-being of people who use these services, ensuring that they receive the best possible care and support. When necessary, the CQC takes action to address concerns and protect the welfare of those receiving care services.
Regulatory inspections are usually either unannounced or with short notice, and we’re here to ensure you feel well-prepared for when the time comes.
Booking a mock inspection with the Care 4 Quality Team is a strategic step towards achieving excellence in your health and social care services. This approach demonstrates your commitment to maintaining high standards, as the CQC recognises and values organisations with an internal auditing process in place, which actively addresses compliance issues.
Our inspections team is composed of former CQC inspectors, offering valuable insights and a deep understanding of the entire inspections process. Their expertise enables you to identify and address potential issues before an official CQC inspection occurs.
Conducting a mock inspection provides the opportunity to proactively identify and rectify any shortcomings in your service delivery. This ensures consistent delivery of a high-quality service that is well-led, aligning with CQC expectations.
By identifying compliance issues before the official CQC inspection, you can take corrective measures in a timely manner. This proactive approach helps prevent unforeseen issues that could impact your service ratings and reputation.
To benefit from the expertise of our experienced team and ensure your readiness for a a CQC inspection, contact us today to arrange your mock inspection.
A member of our highly experienced specialist inspections team will conduct your mock inspection. Our process mirrors the CQC’s process in its entirety. We join clients on-site, assess all aspects, and produce a comprehensive CQC-style report. The distinct advantage is that we can provide detailed recommendations, action plans, and additional support to effectively resolve any identified issues. issues.
To find out more about our mock inspections, visit our dedicated page here.
The Care 4 Quality inspections team comprises a distinguished group of former CQC inspectors, including the Head of Hospital Inspections at the CQC. With unparalleled expertise and experience in regulatory standards and inspection processes, our team ensures a thorough and insightful evaluation of healthcare and social care services.
If your service has specific specialisms, we take extra care to assign a consultant with expertise in those areas
Following the mock inspection by Care 4 Quality, a detailed report of our findings is provided within 7-10 working days. This comprehensive report addresses the five key questions—Safe, Effective, Responsive, Caring, and Well-Led—ensuring compliance across all aspects of your services. The insights gained during the mock inspection can be used as an ongoing service improvement plan to rectify any identified issues, be it in policies, procedures, governance processes, or training needs.
After conducting a mock CQC inspection, we can provide ongoing support to help you resolve any identified issues, embed best practices, and continue to make ongoing improvements in your service.
We offer remote and virtual audits. Upon scheduling, we will provide you with the necessary details of the for the remote audit, which may involve requesting secure access to any relevant information that may be stored electronically. The remote audit report and action plan will be sent to you within 7-10 working days of the scheduled audit date. You may need access to a portable video call device so that we can remotely view the premises (where applicable).
The duration of the inspection is typically determined by the size and type of service. In most cases, we recommend booking 1-2 days. We will discuss this with you to ensure the service needs are met with the appropriate amount of time on-site.
We provide support for services dealing with enforcement action, extending our assistance up to the tribunal if necessary. Where required, we work alongside regulatory solicitors or your personal solicitors to ensure comprehensive support for ongoing compliance improvement and the necessary evidence.
Registration FAQs
The application is extensive and complex. Our primary goal is to provide you with close support and guidance from the initial phase through to successful registration. Typically, the initial application process takes approximately 4-6 weeks, provided there is active engagement on your part.
We handle the administrative components of the application based on a questionnaire we request you to complete, or through questions posed during a Teams meeting or call. The section that requires significant collaboration from you is the “aims and objectives” section of your Statement of Purpose. This section revolves around you and your company, including your aims, objectives, vision, and values. It also outlines how you will ensure compliance with the CQC’s five key questions. Although we provide templates and examples and offer guidance, the initial information must come from you to ensure the application is highly customised and accurately reflects your service.
Following the submission to the CQC, there is typically a waiting period 12-18 weeks before they will contact you for an interview. This timeline is subject to change and depends on the CQC’s current workload. During this waiting period, we conduct a standard one-hour mock interview to assess your understanding of the Fundamental Standards, Five Key Questions and appropriate interview techniques. Some of our registration support packages also include preparing the Registered Manager and Nominated Individual for the interview. This involves MS Teams-based coaching sessions and the provision of a Training Manual for self-study, along with a pre-recorded video training session. This covers the origins of the CQC, helping you understand their thought process, the Fundamental Standards, Five Key Questions, interview techniques, and includes a mock interview.
While we utilise templates and examples as a foundation, our primary focus is on ensuring that every aspect of your application is tailored specifically to your service. This customisation is crucial because non-bespoke templated products can lead to additional scrutiny from the CQC, potentially raising questions about your safety as a provider and affecting your likelihood of successful registration.
Additionally, our team is highly qualified and hands-on, comprising former CQC inspectors, Registered Managers, registered nurses, and clinical specialists.
Our pricing structure is designed to cover the necessary support and guidance from the initial application stage to successful registration. Please note that policies are offered as a separate package of support, and some of our lower-cost registration packages for specific services do not include comprehensive Registered Manager/ Nominated Individual training for interview preparation.
We do not provide support for creating specialised documents such as Business Plans, tenancy agreements, or care contracts, as these require niche expertise. However, we can review these documents to ensure they meet the CQC’s requirements.
Administrative fees may become applicable if changes are made to the business model or legal entity that affect work that has already been completed or quoted for. For example, changing from Supported Living to Domiciliary Care after completing the application, or changing the Registered Manager after completing the Registered Manager application form may incur such fees.
Your provider must be registered with the Care Quality Commission (CQC) if you engage in regulated activities as a ‘service provider’. This applies to individuals, partnerships, or organisations offering such activities.
If you are uncertain whether the services you offer are subject to regulation, we recommend scheduling a call with a member of our team before proceeding. Alternatively, you can directly contact the CQC for clarification. Our team is here to provide guidance and support throughout the registration process.
In the UK, there are 15 distinct areas classified as regulated activities. These are outlined in Schedule 1 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2012.
Page 6 of this document lists the regulated activities as defined by the CQC.
A CQC Registered Manager is someone registered with the CQC as a requirement of Provider registration. They are responsible for the day-to-day conduct of the registered activity or activities. They share legal responsibility for meeting relevant regulations and enactments with the Provider. A Registered Manager can manage multiple locations or have job-sharing arrangements.
If an individual is to serve as the Registered Manager for multiple locations, they must demonstrate to the CQC that they possess both the capacity and capability to fulfil this role. The primary objective is typically to have the Registered Manager physically present and accountable at each registered location as much as possible. Additionally, it’s possible to appoint multiple individuals to jointly manage a regulated activity at the same location, which can be particularly beneficial in cases of job-sharing arrangements.
To become a Registered Manager, you must meet the requirements of Regulation 7, which include the following:
• You should have a good character.
• You must possess the necessary qualifications, competence, skills, and experience to effectively manage the regulated activity.
• You should be capable of fulfilling the role, with reasonable adjustments made to accommodate health-related considerations.
• You must provide the Commission with the required information about yourself as specified in Schedule 3 or ensure the availability of such information.
Regarding qualifications, competence, skills, and experience, it is advisable to demonstrate relevant expertise from previous roles. This includes experience in the sector you are registering for, as well as displaying leadership and governance skills, such as oversight of audits, incident management, complaints handling, and other quality management processes. Regardless of your background, whether you are a Registered Nurse or a Care Worker, it is recommended to have a Level 5 Diploma in Leadership and Management for Health and Social Care and Children and Young People’s Services. You can choose the pathway that aligns with either Management of Adult Services or Management of Adult Residential Services.
Care 4 Quality can help you through the Registered Manager interviews, as part of the registration process.
A Nominated Individual is someone within your organisation that has the responsibility for supervising the management of the regulated activity. In very small organisations, it may be necessary for the same person to be both the Registered Manager and the Nominated Individual, but this should be avoided where possible.
If you will be personally carrying out the regulated activity, you should register as an individual. This is often referred to as being a ‘sole trader.’ In such cases, there is no requirement for the individual to have a Registered Manager, but they have the option to employ one if they lack the qualifications, skills, or experience to manage the regulated activity.
Care 4 Quality can assist you with your registration with the CQC. To find out more, visit our dedicated page here or call us
You should register as a partnership if two or more individuals are carrying out a regulated activity together. In a partnership, both the collective entity and each individual partner share the responsibility for ensuring that the regulated activities provided adhere to the requirements of the relevant regulations and enactments.
Care 4 Quality can help you to register your partnership with the CQC. To find out more, visit our dedicated page here or call us
You should register as an organisation if you fall into any of the following categories:
- Local Authority
- NHS Trust
- Registered company or charity
- Limited Liability Partnership (LLP)
- Other corporate body
It is worth noting that organisations within these categories are required to have one or more Nominated Individuals and Registered Managers as part of the registration process. This ensures compliance with the Care Quality Commission (CQC) requirements.
Care 4 Quality can help you to register your organisation with the CQC. To find out more, visit our dedicated page here or call us
The CQC’s Fundamental Standards represent the minimum acceptable level of care, and they establish the baseline that every care service must meet. These standards ensure that individuals receiving care are provided with the highest quality and safest services.
The Fundamental Standards are:
- Person-centred care
- Dignity and respect
- Consent
- Safety
- Safeguarding from abuse
- Food and drink
- Premises and equipment
- Complaints
- Good governance
- Staffing
- Fit and proper staff
- Duty of candour
- Display of ratings
The CQC’s Key Lines Of Enquiry (KLOEs) are the five fundamental questions that the CQC poses to all care services they assess. These questions serve as the cornerstone of the CQC’s regulatory process, emphasising the aspects most critical to individuals receiving care.
The key questions are:
- Are they safe?
- Are they effective?
- Are they caring?
- Are they responsive to people’s needs?
- Are they well-led?
A Statement of Purpose is a document that outlines what your organisation does, where it operates, and the individuals it serves. This statement is a vital component when applying for registration as a new provider. It must be easily accessible to everyone using your service. After registration, maintaining an up-to-date Statement of Purpose becomes a legal requirement, with potential prosecution under the Health and Social Care Act for non-compliance.
If your application to the CQC has been declined, you should have received a Notice of Proposal explaining the grounds for refusal. If you wish to reapply, please note that your previous refusal does not impact any future applications, as long as you withdraw before receiving a Notice of Decision. The CQC Compliance team will assess your application and work to address any areas where your organisation did not meet the CQC’s requirements.
We offer comprehensive support to prepare for the final stage of the Care Quality Commission (CQC) process: the CQC Interviews. Delivered by former CQC inspectors who possess an in-depth understanding of the process, our support is designed to equip you with the knowledge and confidence needed for a successful interview. Whether it’s addressing potential questions, clarifying regulatory expectations, or providing insights into the interview process, our team is dedicated to ensuring you are thoroughly prepared to navigate this crucial stage.
Bespoke Policies and Procedures FAQs
Policies and procedures serve as the foundational guidelines for the day-to-day operations of the businesses, playing a critical role in ensuring that your service users and staff are kept safe, while minimising mistakes. It is imperative that these policies and procedures not only align with relevant legislation but also reflect best practices and adhere to the latest regulations.
Our expert policy writers at Care 4 Quality can provide you with a full suite of bespoke policies and procedures to ensure your organisation not only registers but also remains compliant with the CQC. To find out more, visit our dedicated page here or call us
At Care 4 Quality, our commitment to excellence is reflected in our approach to crafting policies and procedures. Unlike generic or templated policies, we pride ourselves on delivering fully bespoke documents tailored to the unique needs of each client.
What sets us apart is our proactive stance on updates. We provide hands-on, real-time updates to your suite of bespoke policies and procedures, ensuring they stay in alignment with the ever-evolving regulatory landscape, particularly the Care Quality Commission (CQC) standards. In contrast to some competitors who merely notify you of the need for updates, our team takes a hands-on approach to keep your documentation current.
Moreover, our team consists of 12 Policy Writers, each bringing specific specialisms and sector knowledge, all stemming from a clinical background. When you engage with us, you won’t be speaking to a salesperson; you’ll be interacting with an expert who can provide specialised insights and guidance tailored to your unique requirements.
Bespoke policies play a critical role in the effective functioning of organisations, particularly within the health and social care sector, especially in light of the Care Quality Commission’s (CQC) recent focus on avoiding ‘generic or templated’ policies.
Tailored to the unique needs, structure, and operations of each organisation, bespoke policies provide a clear understanding of how the organisation functions. This understanding is vital for the effective implementation of policies and procedures, ensuring that staff and service users are adequately protected.
Moreover, customised policies reflect a commitment to understanding and addressing the distinct challenges and opportunities within an organisation. Crafted to align with legal requirements, including the Health and Social Care Act 2008, the Care Quality Commission (Registration) Regulations 2009, and associated regulations, bespoke policies serve as a cornerstone for robust and compliant organisational practices.
Our policies are crafted based on the most current guidelines for best practices, ensuring alignment with national regulations and requirements. This is evidence-based approach is achieved through the expertise of our dedicated team of policy writers, each with diverse and extensive backgrounds. The team relies on reputable sources, including National Institute for Health and Care Excellence (NICE), CQC, Department of Health, Resuscitation Council UK, and Social Care Institute for Excellence. By drawing from these authoritative sources, we ensure that our policies are not only comprehensive but also reflect the latest standards and recommendations in the healthcare and social care sectors.
Ongoing Compliance Support FAQs
Care 4 Quality delivers personalised ongoing compliance support to assist providers in their continuous efforts to enhance service quality. This support encompasses a range of strategies, including on-site assistance to address compliance issues, monthly Quality and Compliance meetings for comprehensive reviews, specialised Registered Manager training sessions, informative webinars covering relevant compliance topics, and annual mock CQC inspections to evaluate and improve readiness for official inspections. This holistic approach ensures that providers receive tailored guidance and resources, promoting ongoing improvement and steadfast adherence to regulatory standards.
Our Ongoing Compliance Support is overseen by our dedicated Care Quality team. Engaging various facets of our organisation, clients benefit from specialised support provided by a diverse range of experts. This includes former CQC inspectors, former CQC registration managers, Clinical Policy Writers, Clinical Nurses, a GP, former Governance Director, and a former Head of Hospital Inspections. This collaborative and multi-disciplinary approach ensures that clients receive support from professionals with extensive experience and expertise across different aspects of healthcare compliance, facilitating a comprehensive and tailored support system.
Care 4 Quality’s ongoing compliance support stands out due to its unique and client-centric approach. Unlike a prescriptive model, we provide a wide range of services and take the time to engage in in-depth conversations with our clients. Our commitment is to thoroughly understand your specific requirements before making any recommendations. This personalised and consultative approach ensures that our clients receive tailored support that precisely aligns with their needs and goals.
To find out more about how we can help you with our ongoing compliance support package, contact us
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