Rebuilding regulation: Co-designing a stronger, fairer CQC together
In his latest blog Chris Day, Director of Engagement reflects on the recent roadshows held in Manchester and London.
At the Care Quality Commission (CQC), our core purpose remains simple yet vital: to ensure that people receive safe, effective care — and to help providers improve.
But achieving that purpose requires more than monitoring and inspections. It demands absolute clarity of who we are, what we stand for, and how we work. It means aligning around a shared set of values and behaviours, building trust, and committing to a consistent, professional, and transparent approach across the country.
That’s why we’re taking an ambitious new step.
We’ve embarked on a journey to co-design a modern vision of regulation. One that reflects both our goals and your lived experience as providers. One where feedback and collaboration is key, and mutual respect, and shared learning shape how we operate.
And it starts by listening.
Roadshows across the country: Listening, learning, reconnecting
Over the past couple of months, we’ve been out on the road hosting regional roadshows in cities across England. These events are designed to reconnect with you, our provider community, and hear directly about what matters most to you as we reshape how we operate. The roadshows have largely focused on how we develop our new assessment framework and underpinning technology.
So far, we’ve held sessions in Manchester and London, where hundreds of providers joined us for a series of open and collaborative discussions. These sessions offered a chance to:
- Share input through co-design workshops, influencing how we improve our regulatory framework.
- Meet CQC colleagues face-to-face and build stronger working relationships.
- Connect with peers, exchange experiences, and collaborate in a constructive, forward-looking space.
What we’ve heard has been clear, consistent, and deeply valuable.
What you told us: Five clear messages
1. We must be transparent and accountable
You’ve asked us to hold ourselves to the same standards we ask of you: to be clear, accountable, and timely in our communications and governance decisions.
Delays and mixed messages erode trust. You want to know not just what we’re doing, but why, and how your feedback has influenced those decisions.
This is a core part of our change journey. We are committed to clearer communication and a more open approach to decision-making.
2. Consistency is essential but often missing
Perhaps the strongest theme we heard was the need for greater consistency. Providers across told us that inconsistent expectations, communication, and decision-making remain major pain points.
This inconsistency makes it harder to understand what’s expected, how to prepare, and how to engage meaningfully with the regulatory process. It can undermine confidence and lead to frustration — not just for providers, but for CQC colleagues, system partners, and ultimately, people using services.
3. Feedback must be informed and meaningful
Many of you shared concerns about how feedback is gathered and used, particularly in relation to developing the assessment framework. A strong message emerged: we need to speak to more providers who have direct experience of inspections under the new framework.
We understand how important it is that the insights shaping our work are grounded in real, lived experience. We’re reviewing how we collect, evaluate, and act on feedback to ensure it reflects the voices of those with experience of the process.
4. Our technology is letting you down
There’s no way around it — our technology needs to be better.
You told us loud and clear that the provider portal and other digital tools are often unfit for purpose. Many of you described them as clunky, fragmented, and frustrating. A centralised, functional, and interactive system is urgently needed to support smoother, more efficient communication and interaction.
This is a top priority, and we’re actively working on improvements to bring our systems up to standard. It’s not just about technology — it’s about trust, empowerment, support, and usability.
5. Relationships with inspection teams matter more than ever
Another powerful message came through: relationships matter.
When providers and inspectors build mutual respect, trust, and understanding, everything improves. You told us that strong, professional relationships with inspectors lead to fairer judgements, less stress, and better outcomes all round.
We’re taking steps to strengthen our approach to relationship management, and we’ll continue developing our teams to work collaboratively with you — not just evaluate from a distance.
What’s next: Continuing the conversation
We’re halfway through schedule of roadshows, and your involvement continues to be vital. Here’s what’s coming next:
- Regional roadshows in Leicester (25–26 June) and Bristol (1–2 July): We’ll continue these in-person conversations and provide updates on the changes we’re making based on your feedback.
- The Leicester roadshows are full, but you can sign up to our waiting list. We still have places available at the Bristol roadshows — sign up on Eventbrite
- Improving based on feedback: We’re learning from each roadshow and refining our approach as we go. Your insights are actively shaping how these events evolve and how our overall regulatory work improves.
- Expanding online engagement: For those who can’t attend in person, we’ll be sharing updates and opportunities to engage via our online platforms.
- Keeping you informed: It’s important that you know how your feedback is influencing specific improvements. We’re committed to doing that through regular updates, because transparency is key.
- Looking ahead: We’re currently working with colleagues, providers, and wider stakeholders to shape our assessment framework and define what ‘good’ looks like. This work is laying the foundation for a formal consultation planned for the autumn and will also guide the essential improvements we’re beginning to make to our technology, data, and systems that support out regulatory work. Here’s a high-level overview of what’s ahead:
June 2025: co-design begins
We are gathering insights and shaping a model that reflects the varied experiences of care providers and puts the voices of people who both give and receive care at its centre.
Autumn 2025: formal consultation
A key milestone. This consultation will give all stakeholders the opportunity to test and refine our proposed approach, ensuring it is inclusive, evidence-informed, and geared toward continuous improvement — with a strong foundation in reliable technology and usable systems.
2026 and beyond: implementation and evolving through continuous improvement
Following consultation, the new assessment approach will begin to roll out. This isn’t a one-time shift. We will continue working together, learning from what’s working, adjusting what isn’t, and keeping pace with a changing care sector.
The events so far have been a powerful reminder that, despite all that has happened in the past, providers want to give their support and energy to help us become a better regulator. I’ve been energised by the conversations and believe we can use that momentum to drive meaningful change, so that we can clearly show how we are delivering on our purpose to be an effective regulator, highlighting poor care and supporting improvement.
These are not just hopeful words. They reflect a shared commitment — to partnership, to learning, and to real change.
