Inside CQC

Kate Terroni, Chief Inspector of Adult Social at the Care Quality Commission (CQC), updates on the next steps for implementing CQC’s new strategy including using people’s experiences of care in their regulatory model.

Hearing directly from people who draw on care is absolutely essential for us as the regulator, helping us to have a good understanding of quality and what it feels like to receive care.

We already work hard to ensure the voices of people who draw on care are being heard. We currently do this through our inspections, Give Feedback on Care and our wonderful Experts by Experience programme. This is a good grounding but we want to do a lot more.

I recently shared a blog and podcast on Social Care Future’s ‘I Pledge’. I pledged that, if I’m invited to speak at events, where possible I will request to share our platform with people who draw on care to enable the audience to hear directly from them. This has an impact on the audience in a way that I never could.

Recently, I was delighted to be joined by Sam at an engagement session on hearing the voice of people who draw on care in how we regulate. His presentation on ‘Living the life I want to live’ took us on his personal journey, from receiving care in supported living services to having choice and control and living independently. He shared unacceptable experiences of services where his personal information was left in communal spaces, his environment was unsafe and restrictions were put on his visitors. Sam ended by reflecting on the ‘Making it Real’ statements and the one which meant the most to him: I have a place I can call home, not just a ‘bed’ or somewhere that provides me with care.

Sam reminded us all why hearing people’s experiences of care matters so much, both for CQC and for individual providers. It’s the reason why I, and I’m sure many of you, get out of bed in the morning.

We’ve now launched our strategy, which aims to put people and communities at the heart of everything we do and outlines how we plan to change and transform to deliver more effective regulation. We’ve started to share early thinking about how we better use people’s experiences of care in our regulatory model. We want to make sure we bring people’s voices into every aspect of our work. You can watch a video on our YouTube channel to see a presentation on our early thinking.

This includes our thoughts on:

  • Providing an inclusive service that listens to the public and meets their needs.
  • Our draft overarching principles.
  • A proactive, inclusive experience data strategy.

This is also explored in our recent CQC Connect podcast.

Our ideas are in no way fully formed – now is the time to really shape and influence our thinking on this and other strategy themes. You can feed back your thoughts on using people’s experiences of care in our latest project on our digital engagement platform. It’s been fantastic to hear your views so far. Thank you for taking the time to get involved at such a busy time.

Kate Terroni is Chief Inspector of Adult Social Care at the Care Quality Commission. Share your thoughts and views on Kate’s column on the CMM website. Visit

About Kate Terroni

Kate Terroni, Chief Inspector of Adult Social Care, Care Quality Commission

Kate, a registered social worker, was previously Director of Adult Social Care at Oxfordshire County Council where she embedded co-production in adult social care throughout the county and provided clear leadership across the health and care system.

Kate is co-chair of the ADASS workforce network and was previously Deputy Director of Commissioning at Oxfordshire County Council.

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