CQC Key lines of enquiry: Responsive

CQC KLOE Responsive

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 Responsive. 

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

By responsive, we mean that services meet people’s needs.

Key Lines of enquiry

  • How do people receive personalised care that is responsive to their needs?
  • Do services take account of the particular needs and choices of different people?
  • Can people access care and treatment in a timely way?
  • How are people’s concerns and complaints listened and responded to and used to improve the quality of care?

 

These key lines of enquiry cover several areas including but not limited to;

  • Service delivery to meet the needs of local people - includes if the service provided meets the needs of the population served.
  • Meeting people’s individual needs - The Trust has had a focus on increasing awareness and training around equality, unconscious bias and disability support. There are several Equality Networks in place throughout the Trust, including; LGBT, BME, disability support and all women in EEAST.
  • Access and flow - includes if people can access the service in a timely manner whilst having their care and treatment prioritised ensuring those with the most urgent needs are identified.
  • Learning from complaints and concerns - The patient experience team continues to focus on many areas including; the complaints process is easily accessible, ensuring complaints are reviewed, responded to, and managed in a timely manner and making sure lessons are learnt. Going forward, monitoring of adherence to the complaints policy, regular review and further training/support will be in place to ensure feedback is captured and acted upon in a meaningful and appropriate way.

 For more information on learning from complaints and concerns, please visit here.

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