CQC Key lines of enquiry: Caring

The CQC ask the same five key questions to all care services. Are services safe, effective, caring, responsive and well-led?

The key questions are broken down in to further sets of questions called ‘Key Lines of Enquiry’. On this page, you can find more information on Caring. 

If you have any further questions, you can speak to your line manager or email: CQC.Group@eastamb.nhs.uk. 

By caring, we mean that the service involves and treats people with compassion, kindness, dignity and respect.

How does the service ensure that people are treated with kindness, respect and compassion, and that they are given emotional support when needed?

How does the service support people to express their views and be actively involved in making decisions about their care, treatment and support as far as possible?

How are people's privacy and dignity respected and promoted?

• Compliments
• Complaints and concerns
• Patient surveys

The Trust has a well-established patient experience department who are the patient’s (or patient’s representative’s) first point of contact if they want to thank a member of staff or to raise any concerns about their attendance or treatment.

Monthly patient surveys are undertaken for all service lines within the Trust (Emergency and Urgent Care, Patient Transport Services and ECAT) to enable the Trust to gain effective oversight of patient views and areas where improvement can be made.

In addition, the Trust works with HealthWatch partners to gather the views and experiences of those who use our service. It is currently working across the region with patients and their representatives to develop a collaborative patient engagement strategy.

For more information on Compassionate Care, please click here. Further details on Emotional Support can be found here. 

This page is being continually updated, please check back regularly for the latest information