What are the CQC’s 5 Key Questions?

In 2024, the CQC rolled out the Single Assessment Framework (SAF) introducing a new way of assessing care services. As part of the changes with the new assessment framework came a renaming of the CQC’s Key Lines of Enquiry, or “KLOE”, which are now called the Five Key Questions.

The CQC’s 5 key questions are:

• Are they safe?
• Are they effective?
• Are they caring?
• Are they responsive to people’s needs?
• Are they well-led?

Fundamentally the 5 Key Questions are the same as the KLOEs but with some slight changes such as the introduction of relevant quality statements relating to each of the 5 Key Questions. In this article we’ll outline the meaning of each of the key questions and explain what they mean, what they’re used for, and how to apply them to your service.

What do the key questions mean?

Each of the Key Questions focuses on the operation and quality of service provided in various areas of a care service, but what do they mean?

Are they safe?

This question is used to assess whether a service protects individuals from abuse and avoidable harm. When assessing a service based on this question the CQC examines if there are effective systems in place to safeguard people, manage risks, and ensure a safe environment.

Are they effective?

This question evaluates whether the care, treatment, and support provided by a service leads to good outcomes, helps maintain quality of life, and are based on the best available evidence. It considers if services are delivering care that achieves positive results aligned with current standards and guidelines.

Are they caring?

When evaluating a service against “are they caring?” the CQC examines whether care staff involve and treat individuals with compassion, kindness, dignity, and respect. This question focuses on the quality of the interactions between staff and those receiving care, ensuring a compassionate and respectful approach.

Are they responsive to people’s needs?

This assess a service is organised around being able to meet the needs of their patients. It looks at how well services adapt to accommodate personal preferences and requirements while also ensuring timely and appropriate care at an individual level.

Are they well-led?

This question is used to evaluate the leadership of a service. It looks at the ability of leadership, management, and governance to ensure high-quality, person-centred care examining if leaders promote a culture of learning, innovation, openness as well as if they support staff in providing quality care.

What are the key questions used for?

The CQC uses the 5 Key Questions as the foundation for its inspections of services and assessment framework when evaluating health and social care services. Inspectors use the questions to structure their evaluations and determines whether a provider is meeting regulatory requirements.

How do you apply them?

The application of the 5 key questions largely depends on the type of service that you’re operating as different services will have unique requirements and have different evidence categories that are required.

Safe

Here are some examples of what the CQC expects for the question of “are you safe?”:

• Staff keep accurate and up to date records of patient treatments.
• Staff store and administer medicines correctly and safely.
• The premises and equipment are kept clean and hygienic.

Effective

Here are some examples of what the CQC expects for the question of “are you effective?”:

• Staff know the patient’s medical history and discuss reasons for making appointments.
• Staff explain treatment options to patients and allow patients to determine which treatment is best for them.
• When a patient makes a decision on treatment they are not discriminated against for reasons such as age, sex, disability, religion, or race.

Caring

Here are some examples of what the CQC expects for the question of “are you caring?”:

• Staff treat patients with dignity and respect.
• Staff take time to listen to patients and involve them in decisions regarding their care.
• Patients have time to think and ask questions before agreeing to treatment.

Responsive

Here are some examples of what the CQC expects for the question of “Are they responsive to people’s needs?”:

• Appointments are scheduled at times that suit patients as much as possible.
• Staff account for factors such as a patient’s age, religion, or disability.
• It’s easy for patients to make a complaint and it’s clear what patients need to do if they’re not happy with the outcome of a complaint.

Well-Led

Here are some examples of what the CQC expects for the question of “Are they well-led?”:

• The person in charge of the practice monitors the quality and safety of its services and is quick to resolve problems.
• The practice values patient view and uses patient feedback to improve its services.
• The practice supports staff and shares information with them so that they can learn and improve how they work.

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.