Key Questions Explained: Caring

The ‘Caring’ question from the CQC will focus on how well care providers treat patients. They need to be able to demonstrate compassion, dignity and respect whilst recognising each individual’s rights and promoting choice and control throughout.

Here, we explore what ‘Caring’ means under the CQC standards, how you can make sure your service meets expectations and what inspectors will look for as part of the ‘Caring’ key question.

What does “Caring” Mean?

Care providers work in a caring profession, so this is a key element of the CQC quality statements. ‘Caring’ means understanding the rights of the patient and giving them choice and control over their care, treatment and overall well-being. It should empower them to maintain their independence whilst helping them to deal with any pain or distress that they may suffer.

Caring also involves recognising and respecting each person’s unique preferences, culture and values. This requires staff to focus on building trusting relationships where people can feel safe, valued and understood through open communication and empathy.

How do you make sure your service is “Caring”?

A ‘Caring’ service means that staff will involve patients and treat them with compassion, kindness, dignity and respect at all times. It is essential that staff take the time to listen to their patients and involve them in making decisions about their care wherever possible.

Patients need to be given adequate time to think about the information they have been given and ask any relevant questions before they agree to care and treatment. It is also important that if a patient experiences any pain, distress or discomfort, staff will respond in the right way.

Caring Quality Statements

As part of the ‘Caring’ key question, the quality statements are:

• Kindness, compassion, and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

These statements ensure that care is not only clinically effective, but emotionally supportive as well. They set out clear expectations on how patients should experience care, with an emphasis on the importance of personalisation, empathy, and respect.

What does the CQC look for in the “Caring” key question?

You can show that your service meets the ‘Caring’ standards through things like patient feedback, which will show how patients feel they have been treated. The CQC will also look at any complaints that you have received and the way in which you have been dealt with as this can help to show the learning and improvement within your service.

Patient records and consent forms can also be used to demonstrate how staff have involved the patients in the decision-making processes surrounding their care. Things like appointment times and suggestions for patients to return at a later date will show whether those patients have had enough time to think about their options and ask any questions that they need to.

It is also important that you can demonstrate appropriately qualified staff are always on duty to deal with. Any pain or discomfort that a patient might experience. You will need to show that these staff members are up to date on medical training and any other relevant qualifications.

In order to demonstrate that your service is ‘Caring’, you need to be able to show that your patients feel listened to, respected and genuinely involved in their care. This requires a focus on kindness, individual support, patient empowerment and staff responsiveness so that providers can meet the CQC’s inspections and deliver a service that puts patients first. Understanding the ‘Caring’ quality statements and gathering clear evidence of good practice will help you to showcase a compassionate, patient centred approach at your next CQC inspection.

Need some help?

Here at Delphi Care we have to knowledge and expertise to help your service meet the standards for ‘Outstanding’ care. Our team is made up of former CQC inspectors and ex registered managers, with over 200 collective years’ experience of working in the health and social care sector.

Whether you require our consultancy services, mock inspections, or crisis management and turnaround, we’re here to help! Simply contact us today on 0330 133 3002 or email us at customer-care@delphi.care.