Lisa Lenton, ARC England Director, attended the CQC Trade Association meeting on 9th August 2017. The key points are summarised below for your reference:

Ratings – The ratings up to 31 July were shared. Please see below some specific details. The breakdown includes Adult Social Care Learning disability specialism data and can be used to compare to ASC locations without learning disability specialism (predominately older people services). You will note this clearly highlights the ratings are still much more positive for LD services.

Some rating details are listed below:

The current overall ratings by service type were presented up to 31st July 2017.

Overall ratings Adult Social Care:

  • 1% Inadequate
  • 19% Require improvement
  • 78% Good
  • 2% Outstanding

Overall ratings by services with and without learning disability specialism:


  • <0.5% Inadequate
  • 10% Require improvement
  • 88% Good
  • 2% Outstanding


  • 2% Inadequate
  • 21% Require improvement
  • 75% Good
  • 2% Outstanding

The ratings by service type also show that community social care services are the best rated and nursing homes are worst performing regardless of whether the service does or doesn’t have a learning disability specialism.

Investigation into CQC’s action in relation to Hillgreen Care Ltd – On 27 July, The Times published an article alleging that CQC was involved in the ‘cover-up’ of the rape of a resident in a service for people with learning disabilities in November 2015 – the Colne Road site in north London run by the provider, Hillgreen Care Ltd. The article also questioned the nature and timeliness of CQC’s enforcement actions against the provider. In response, Sir David Behan has commissioned an independent investigation, which will report publicly to the CQC Board and identify:

  • What has happened
  • What CQC should have done differently
  • Recommendations to strengthen CQC’s future work

Annual report on managing controlled drugs published – This report was published on 18 July and highlights CQC’s activity in relation to our controlled drug responsibilities, including our role with controlled drug intelligence networks (CD LINs), the National Group on Controlled Drugs and the Cross-Border Group for safer management of controlled drugs. It sets out key changes to legislation, provides an overview of prescribing data and prescribing trends for controlled drugs across England in the primary care sector and also makes three recommendations to strengthen existing arrangements. The Medicines Optimisation team will be attending a future trade association meeting to discuss this further. If you have any particular questions or comment regarding this please advise us and we will take these forward on your behalf:

Consultation – The second consultation on the next phase of CQC’s approach to its regulation closed on Tuesday 8 August. A third next phase consultation will be held to seek views how CQC will regulate and rate independent healthcare services.

Disseminating your report summary – during the meeting a colleague asked what the expectations of CQC are in terms of sharing the inspection final report summary. It was advised that it is stated in the covering letter attached with the final report, that the summary should be shared with staff, the people who access services, family etc. This is seen by CQC as good practice however, is not followed up on as a matter of course. The full report does not need to be shared pro-actively (although many providers put these on their website etc), but of course ratings should be displayed publicly.

Ratings Review Update – John Forest, the outgoing Ratings Review Manager, presented statistics for review activity up to 30th June 2017. The KPI for completing reviews are 50 working days and CQC are achieving this at present.

In summary, John advised that 387 reviews were undertaken specifically for Adult social Care – with one review leading to a decrease in rating. He stated that this data is available on the transparency section of CQC website:

Customer Support Services modernisation programme – a presentation was given by Fiona Tuffs, Director of Change Delivery for Corporate and Customer Service. Fiona advised following an external review of the National Customer Service Centre and Business Support across the 5 directorates, a programme for improvement and modernisation has been undertaken. The programme objectives advised:

  • Effective communication and engagement with staff
  • Focus on identifying the most appropriate skills and cost effective operational model
  • Centralisation of all transactional activity to make the best and most effective use of resource
  • Identify all business critical specialist support requirements and implement the most cost effective support framework to support the business needs
  • Contact Team modernisation and efficiencies
  • Defined measurable benefits of the activity

Fiona advised there was a ‘dip’ in performance in April/May due to some disruption in respect of the implementation of the modernisation programme, although performance has recovered since July.

Fiona explained the performance recovery:


  • In June 84% of registration applications were processed by NCSC within 5 days, compared to a target of 90%. Sustained improvement from April when performance stood at 56%
  • Performance below target as colleagues join new teams and undertake training aimed at making NCSC more customer-focused and efficient
  • Returning performance to within target has been made more difficult by higher than expected turnover and time taken to get new colleagues working at pace, however performance is largely in line with expectation of the modernisation programme
  • Underspends from other areas have been made available for overtime and recruitment to posts sooner than planned in order to support performance recovery
  • Performance expected to be on track in July and productivity is being monitored and closely managed


  • In each month of Q1 2017/18 NCSC triaged 100% of Safeguarding Alerts received within one day
  • Processing of Safeguarding Concerns stood at 91% in June compared with a target of 90%
  • Improvement from 61% in April and 86% in May
  • Improvement plan for NCSC is on track and performance on target in July

As always, please remember, ARC England is there to represent you at the trade association meetings. We regularly attend, so do let us know of any inspection issues or concerns and we will feed these directly to the meetings and get back to you.