Stern Letter Expresses Deep Concern Following New CQC Inspection Regime
The National Care Association (NCA) has expressed “deep concern” at care regulator the CQC, saying it does not have adequate empathy towards care providers.
Calling for a more empathetic approach from the regulator, the NCA has demanded that the CQC answers why the document they had worked on together, How to have a Good Inspection, is not followed by inspectors.
Nadra Ahmed and Ian Turner, co-chairmen of the NCA, have written a letter to the CQC, voicing concerns and describing the culture within the CQC as “hostile at the ground level” and highlighting the stress imposed on care providers during CQC visits, comparing them to OFSTED school inspections, which received widespread criticism following the tragic suicide of a headteacher.
In the letter, the NCA leaders say that the stress of CQC inspections, as well as ongoing pressures, are affecting home manager recruitment. They urge the CQC to adopt a similar approach to Ofsted and recognise the stresses associated with an inspection.
In addition, the letter asks the CQC for clarification on the following points:
- What training does CQC offer inspectors in relation to recognising triggers which may cause concern about the mental health of the Manager during the inspection, and the consequences that their actions may have on the Home Manager when carrying out an inspection? How, if at all, do they risk assess this?
- What redress is there for the Home Manager who feels that they need to raise concerns during their inspection about the conduct of the inspector/inspection and to possible pause the inspection? How is this enabled?
- The Single Assessment Framework places additional pressures on Home Managers pre, during and post inspection in relation to documentation, analysis, and application. We are aware that the CQC IT systems are creating problems for services post inspection and despite data being provided the IT systems are not working as effectively, thereby adding further pressures onto Home Managers, what outcomes have been established as a consequence of this to help and protect Home Managers and their mental health?
- It is important that you introduce an independent appeals process for, factual accuracy, ratings reviews, and complaints about the conduct of individual inspectors, assessors, and their managers. It is inconceivable that this remains an ‘in-house’ process. We believe that the factual accuracy, ratings review and complaints system and process currently in place is deliberately designed to make it all but impossible to challenge or have a fair appeal. This lack of an independent judicator that can call CQC to account means providers, RMs, employees have no recourse to complain about their treatment by CQC and so significantly adds to the feeling of being isolated and helpless in the face of an aggressive and potentially, deeply unpleasant regulator inspecting the service.
The NCA describes it as “inconceivable” that appeals remain an ‘in-house’ process.
