Why the CQC needs a technological overhaul

It will be unsurprising to most that an independent review of the CQC has laid bare some staggering inefficiencies. It’s time to face facts: the CQC, as it stands, is outdated and unfit for purpose. The CQC’s newly appointed Chief Executive, Kate Terroni, needs to implement a radical shift towards technologically awakened regulation. In my opinion, the failings of the CQC could be largely addressed by a move towards data automation and insight. I explore this below.

From glacial pace to real-time efficiency

Inspections have fallen from 16,000 in 2019/2020 to 7,000 in 2023/2024. Falling physical inspection numbers aren’t entirely a negative in my view so long as it’s reflective of a move toward inspections that are pre-informed by data. However, backlogs are choking new providers, and re-inspection after receiving a negative rating are severely delayed. The bottom line is that this causing stress for providers and is impacting individual’s access to care. There needs to be a process for prioritisation here. This sluggish pace is unacceptable when people's lives and well-being are on the line.

Here’s the kicker: all this could be fixed with data automation. Imagine a world where the CQC taps directly into real-time data from care providers. Virtual inspections could become the norm, slashing the need for physical visits while ensuring continuous oversight. With automated data flows, care providers can update their performance metrics instantly, allowing the CQC to monitor and respond in real time.

Addressing the provider portal failure

With the problematic launch of the provider portal, confidence in the CQC took a major hit. Providers can’t upload documents easily, password resets take hours, the whole system feels like it was designed decades, not months ago. It shouldn’t be taking so long to address these technical challenges. This digital debacle is dragging staff away from their primary role—caring for people.

As software providers ourselves, this slow response to technical issues made it clear that the CQC didn’t have the necessary in-house skills to fix the problem. It appears that they have outsourced this critical infrastructure. This is unacceptable. Providers should be able to seamlessly navigate this portal and trust that flagged issues will be addressed promptly.

CQC should have full control of critical infrastructure like this and should invest in the leadership and teams required to build and maintain this vital software.

The CQC then need to invest in API integrations so that they can be fed data from care management systems like Log my Care, rotas, compliance and other back-end software. This would enable care providers to seamlessly share data with the CQC and create a holistic view of care. No more manual uploads, no more frustration. Just smooth, instant data transfer. The CQC needs to ditch its clunky processes and embrace modern tech solutions that actually work.

Let data guide regulators

The CQC has shot itself in the foot by replacing sector specialists with generalists. The result? A loss of credibility and missed opportunities for improvement. The social care sector is complex, and it demands expertise. The CQC might get away with having fewer sector specialists so long as they were utilising data to achieve a more targeted inspection approach.

Digital tools can also inject the much-needed nuance back into the regulatory process. Detailed analytics from automated data can guide regulators and ensure that assessments are grounded in reality. This isn’t just about efficiency; it’s about restoring trust and expertise where it’s desperately needed.

Fixing the flawed SAF

The Self-Assessment Framework (SAF) faced a lot of scrutiny in the review but there’s a lot of potential here. It’s promising that the CQC are moving away from blanket ratings to a precise set of scores. If the CQC were to embrace data and technology to enhance the SAF, it could be a great framework.

This isn’t rocket science. It’s about using available technology to provide continuous, up-to-date insights. Imagine a transparent rating system where every data point is accessible and understandable. By streaming performance metrics directly from care providers, the CQC can keep the SAF constantly updated. This would eliminate the ‘magic box’ mystique and allow for genuine improvements based on clear, current information.

The road ahead

The CQC’s current state is a call to action. It’s a chance to revolutionise social care regulation with cutting-edge technology. By integrating digital tools and automating data flows, the CQC can transform from a lumbering bureaucracy into a nimble, efficient watchdog. We have the tools and technology to turn this around. It’s time for the CQC to step into the 21st century and embrace data automation. The future of social care depends on it.

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