There is no doubt that technology can be an asset to our lives and those we support. Poorly implemented technology, however, can cause significant disruption. This was made very clear last year in Dr Penny Dash’s report into CQC’s operational effectiveness. She wrote, ‘Poorly performing IT systems are hampering CQC’s ability to roll out the single assessment framework and cause considerable frustration and time loss for providers and CQC staff.’
Recognising the adverse impact that our new technology solutions, including the provider portal, have had on the working lives both of CQC staff and those working in provider organisations, our Chief Executive, Sir Julian Hartley, commissioned a rapid and independent review into our technology in December 2024. The review found that the primary cause of the technology failure was a failed organisational transformation, and that the technology used for our regulatory platform and provider portal, while salvageable, requires substantial development and rebuilding work. The review sets out clearly the scale of the problems and recognises the need to resolve the issues quickly and effectively.
Julian, commenting on the report, said, ‘I have already started to take steps to address these issues to get us back to delivering our purpose and protecting people from poor care. This includes a focus on re-setting our culture through the CQC Way, working in partnership with CQC colleagues, providers, the public and wider stakeholders. I have also established strong digital transformation and change management executive leadership at CQC.’ Do keep an eye out for more information about how we will be addressing the issues and moving forward to improve our technology and your experiences of it. We want your input.
The move to digital
The Government, as part of its 10 Year Health Plan, describes a move from analogue to digital as one of the necessary fundamental shifts in how health and care is delivered, managed and experienced. For those of us working in adult social care, digital social care records (DSCRs) are key. There is a range of tools and information to support choosing and implementing a DSCR system. The Data Security and Protection Toolkit helps assess your data security and The Digital Care Hub offers resources and templates to support your work.
Technology in action
Of course, you may be one of the many providers already using technology effectively and innovatively in your services. I was encouraged to see a focus on technology in a recent inspection report. Goldwell Manor Care Home in Chesterfield was rated ‘Outstanding’ earlier this year. Inspectors found that technology was being used throughout the service to support people. They displayed digitally which staff were on shift, as well as what the day’s menu and activities were for people and visitors to see. They also used technology innovatively to support people who had consented to the use of sensors in their rooms.
It is clear from our own recent experiences that, as our use of technology continues to evolve, we must retain a focus on how tools are used to improve people’s experiences of care and outcomes. Implementing systems well requires clear identification of the unique needs and challenges to be addressed, along with careful procurement, planning, training and use. And always evaluating the effectiveness and use of the systems – learning from both the challenges faced by CQC and the successes of providers like Goldwell Manor – offers valuable guidance for seeing technology as a potential enabler of exceptional care.
For more commentary on the CQC’s independent review of its provider portal and regulatory platform, read the May issue of CMM here. Then, leave a comment on this column or join the conversation to share your thoughts.
Mary Cridge is Director of Adult Social Care at the CQC. Email: [email protected] X: @CQCProf