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An update on CQC's new feedback loop
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Care Quality Commission (CQC) gives thanks and updates to PEN members who gave their views on the development of a new feedback loop.
As part of their new public engagement strategy, Care Quality Commission (CQC) are developing a feedback loop which will be used to ensure the public know what has been done with the information they share through the Give Feedback on Care Service.
The feedback on care that CQC receive may:
- lead to a service inspection
- further an existing assessment
- or be analysed alongside other insight and experiences that CQC hear
What has happened so far?
In March, PEN members were invited to explore how the feedback loop could be used to meet people’s needs and expectations when they share their experiences of health and adult social care with CQC.
At our members’ meeting that month, we discussed how people who give feedback on care could receive updates on how CQC have processed their information and how it might CQC’s work.
Next steps
Feedback from PEN influenced the next steps of the feedback loop’s developmental process:
- CQC’s Public Engagement and Insight team will share insight with internal teams to inform them of the feedback loop’s development. They’ll be working with the National Customer Service Centre and colleagues who lead on development.
- They will then work alongside public engagement teams to see how this insight can inform the implementation of the public engagement strategy, both in terms of how the public would like to receive information and to ensure they feel listened to.
- They will ensure that all the information needed has been gathered and check for any gaps in insight, for example by making sure that everyone who would need a feedback loop is being engaged. This will help inform any future coproduction activity.
CQC are currently looking into alternative ways for groups to provide their collective feedback about individual services or the way care is delivered across different services in a particular area. They are working with partnership organisations and the voluntary sector to ensure people have opportunity to give feedback and that they will hear what has been done with their information.
Get involved
CQC would like to thank PEN members who shared their views on the feedback loop, which CQC have found very valuable.
The development of the feedback loop is an ongoing process. Over the next few months, further updates will be included in future editions of our newsletter, on our website and at PEN members’ meetings.
If you have any questions or comments about the feedback loop, please contact us.
