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CQC’s new strategy for engaging with the public up to 2021


Care Quality Commission (CQC) has published a new strategy for how they will engage with the public to help make them a strong, independent regulator that is always on the side of people using care services. They engaged lots of people, including people who use services, organisations that represent them and their staff in its creation.

CQC heard the following challenges:

  • CQC can’t do this alone and in some cases, are not best placed to do so – they should leverage what others do well in the system.
  • People, and organisations, do not always know what happens when they share views and experiences of care with CQC.
  • The public struggle to find the information they need about care services. They are not always seeing CQC's ratings.
  • People do not always know what changes their feedback or participation has led to. 
  • The 'public' are not a homogeneous group – they are diverse and have many needs. Over the next five years, these needs and the way people use health and care services will change.


CQC will address these challenges by:

  • Working with organisations that represent people who use services to help improve the quality of care.
  • Encouraging people to share their views and experiences of care with them, improving the way they use this information and reporting on the action they take.
  • Producing and promoting simple, clear and concise information for the public that explains what good care looks like and supports people to make decisions about services.
  • Improving the way they work by involving and engaging the public in their policies, plans and processes.


You can download the summary version of the strategy here.

The strategy is also available in Easy Read and Large Print.

You can also read the strategy in Bengali, Chinese, Gujurati, Polish, Punjabi and Urdu.


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