A new beginning: CQC’s Interim Chief Executive releases apology

Following Ian Trenholm’s resignation, CQC’s Interim Chief Executive Kate Terroni releases a public apology for the flawed implementation of their new regulatory approach, acknowledging that it has created difficulties and failed to meet promised expectations. Despite these setbacks, Terroni reassures the sector that the core mission to improve the lives of those relying on health and social care services remains unchanged. The 2021 strategy remains seen as the best path to becoming a smarter regulator, but challenges in its implementation have hindered progress so far.

Continuing issues include technical problems with the provider portal and delays in provider registration, leading to a poor experience and a sense of being unsupported among providers. The lack of thorough engagement in the detailed assessment process is recognised as a significant oversight. The Interim Chief Executive admits that early warnings from providers and staff were not adequately addressed:

“Many of the issues we’re experiencing now were anticipated and flagged by providers and our own people. We didn’t listen properly or take on board these concerns, and that’s why we’re where we are now. Though there was significant engagement and co-production of the high-level elements of our approach, we didn’t follow that process into the detail of how we’ll assess providers.  

I know that, for some of you, we’ve lost your trust because of this. I’m sorry.” – Kate Terroni, Interim Chief Executive, Care Quality Commission

Immediate actions planned to rectify these issues include enhancing regulatory support and guidance, increasing assessments and inspections, addressing registration backlogs, and improving the provider portal through collaborative design. A new approach to relationship management will be tested to ensure closer, consistent contact with providers.

Terroni, with extensive experience in health and social care, emphasises a commitment to high-quality, person-centred care. She reiterates that collaboration with providers, partners, and service users will be prioritised to rebuild trust and enhance care quality.

Check out the full apology: https://content.govdelivery.com/accounts/UKCQC/bulletins/3a8a587

The apology has been well-received so far particularly due to the honesty reflected in the recognition of the severity of current challenges. However, many still remain hesitant as to the tangible changes that the sector might see following this.