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Registration Number: {{org_field_registration_no}}

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CQC Inspection Ratings Display Policy

1. Purpose and Scope

The purpose of this CQC (Care Quality Commission) Inspection Ratings Display Policy is to outline how {{org_field_name}} ensures compliance with the CQC requirements for displaying inspection ratings. It establishes clear procedures for communicating inspection outcomes to service users, staff, and the public, promoting transparency and accountability. The policy aims to ensure that the company maintains high standards of care and adheres to regulatory requirements, fostering trust among stakeholders.

This policy applies to all company staff, including managers, care workers, and administrative personnel, responsible for displaying and communicating CQC ratings. It covers the display of ratings in physical premises, digital platforms, marketing materials, and verbal communications, ensuring that accurate information is consistently shared with all stakeholders.

2. Policy Statement

{{org_field_name}} is committed to:

• Transparently displaying CQC inspection ratings across all required platforms, including physical premises, websites, and social media.
• Ensuring accuracy and timeliness in updating ratings immediately after inspection results are published.
• Promoting public trust through clear communication of inspection outcomes to service users, their families, and the wider community.
• Complying with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and CQC guidelines regarding performance assessment displays.
• Embedding a culture of openness, honesty, and continuous improvement in service delivery.

3. Legal and Regulatory Framework

This policy aligns with the following legislation and guidelines:

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 20A mandates the display of CQC ratings.
• CQC Regulation 20A: Requires providers to display ratings prominently and share them with service users and the public.
• Data Protection Act 2018 (GDPR): Ensures secure handling of inspection reports and ratings data.
• CQC Provider Guidance on Ratings Display: Outlines the correct methods for displaying ratings and communicating inspection outcomes.

Failure to comply with these regulations may result in enforcement actions by the CQC, including penalties, reputational damage, and potential impacts on service user trust.

4. Understanding CQC Inspection Ratings

CQC inspection ratings assess the quality and safety of care services. Ratings fall into four categories:

4.1 Outstanding: Exceptional service that exceeds CQC expectations in all key areas, demonstrating innovation, best practices, and continuous improvement.

4.2 Good: Consistently meets CQC standards, demonstrating safe, effective, and person-centred care while promoting positive outcomes for service users.

4.3 Requires Improvement: Fails to meet some standards, requiring corrective action to address identified issues. An action plan must be implemented to improve services.

4.4 Inadequate: Significant concerns regarding care quality and safety, indicating a failure to meet essential standards. This rating may result in enforcement action.

These ratings apply to five key questions that CQC uses to assess services:

• Is the service safe? Ensuring protection from abuse, harm, and avoidable risks.
• Is the service effective? Delivering care that meets individual needs and promotes positive outcomes.
• Is the service caring? Providing compassionate, respectful, and person-centred care.
• Is the service responsive? Addressing individual needs and preferences promptly and effectively.
• Is the service well-led? Ensuring strong leadership, governance, and a commitment to continuous improvement.

5. Receiving and Acknowledging Inspection Ratings

Upon receiving the inspection report and ratings from CQC:

• The Registered Manager reviews the report immediately to identify strengths, areas for improvement, and any required actions.
• Senior management holds a meeting to discuss findings and formulate an action plan if needed.
• Acknowledgment of the report is sent to CQC within two working days, confirming receipt and outlining initial steps for addressing any identified issues.
• The company informs staff, service users, and families about the inspection outcome through written communication and meetings.

6. Displaying Inspection Ratings

CQC regulations require providers to display ratings prominently. Our company ensures this through the following methods:

6.1 Physical Display:

• A printed copy of the latest CQC rating is displayed at the company’s registered office and all service locations.
• The rating is placed in a visible location, such as the reception area, ensuring accessibility for visitors and service users.
• Posters are updated immediately after new ratings are published, and old ratings are removed to avoid confusion.
• Braille or large-print versions are available upon request for individuals with visual impairments.

6.2 Digital Display:

• The company website features the latest CQC rating on the homepage, with a prominent link to the full inspection report.
• Social media platforms are updated with the rating and a link to the CQC website.
• Email footers and company newsletters include the current CQC rating, promoting transparency.

6.3 Communication with Service Users:

• Care plans include information about the company’s current rating, ensuring service users are aware of inspection outcomes.
• Service users receive written notification of new ratings, accompanied by an explanation of what the rating means and any steps taken to address identified issues.
• Ratings are discussed during service reviews, consultations, and meetings with service users and families, encouraging open dialogue.

7. Updating Ratings After New Inspections

When a new inspection rating is issued:

• The Registered Manager ensures updates across all platforms within five working days of receiving the official report.
• The marketing team updates brochures, flyers, and website content to reflect the latest rating.
• Staff are briefed during team meetings, ensuring they can accurately communicate ratings to service users and visitors.
• Previous ratings are removed from all platforms to avoid misinformation.

8. Responsibilities and Accountability

Key responsibilities include:

• Registered Manager: Oversees compliance with ratings display requirements, ensuring updates are completed promptly and accurately.
• Administrative Team: Updates physical and digital displays, ensuring consistency across all platforms.
• Care Staff: Communicates ratings to service users, families, and visitors, addressing any questions or concerns.
• Marketing Team: Ensures promotional materials reflect the current rating and removes outdated references.

9. Monitoring and Quality Assurance

To maintain compliance:

• Monthly checks ensure displays remain accurate, visible, and up-to-date across all platforms.
• Internal audits assess adherence to display requirements, identifying gaps and corrective actions.
• Non-compliance triggers immediate action, including staff training and process improvements.

10. Handling Negative Ratings

If the company receives a “Requires Improvement” or “Inadequate” rating:

• Senior management conducts a root cause analysis, identifying factors contributing to the rating.
• An action plan is developed to address identified issues, with clear timelines and responsibilities.
• Staff receive additional training to address performance gaps and improve service delivery.
• Service users and families are informed through written communication and meetings, reassuring them of corrective steps and ongoing progress.
• Progress is monitored through regular internal audits and feedback collection.

11. Complaints and Feedback

Service users, families, and staff can raise concerns regarding rating displays through the company’s complaints procedure:

1. Complaints can be submitted verbally, in writing, or through digital platforms.
2. The Registered Manager investigates complaints promptly, ensuring confidentiality and fairness.
3. Findings are shared with the complainant, and corrective actions are implemented as needed.

12. Data Protection and Confidentiality

All inspection reports and ratings are handled in accordance with GDPR:

• Secure Storage: Digital copies are stored on encrypted systems with restricted access.
• Limited Access: Only authorised personnel access CQC documentation and ratings.
• Safe Disposal: Outdated ratings and inspection documents are removed from display and securely destroyed to prevent misuse.

13. Staff Training and Awareness

All staff receive training on CQC ratings and display requirements, including:

• Understanding rating categories and the inspection process.
• Communicating ratings to service users, families, and stakeholders.
• Updating displays across physical and digital platforms.
• Addressing questions and concerns from the public regarding ratings.

Training is refreshed annually, with competency assessments conducted regularly to ensure staff maintain up-to-date knowledge.

14. Policy Review and Continuous Improvement

This policy is reviewed annually or sooner if CQC guidelines change. The review process includes:

• Assessing compliance with ratings display requirements.
• Gathering feedback from staff, service users, and stakeholders regarding display practices.
• Implementing updates and ensuring staff receive training on changes.

Conducting spot checks to verify that ratings are displayed correctly across all platforms.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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