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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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CQC Inspection Ratings Display Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} complies with regulatory requirements regarding the display, publication, and communication of Care Quality Commission (CQC) inspection ratings. Although domiciliary care services in Wales are regulated by Care Inspectorate Wales (CIW) rather than CQC, this policy ensures that we maintain high levels of transparency, accountability, and regulatory compliance should we operate in areas subject to CQC oversight.

This policy outlines how {{org_field_name}} will:

• Ensure that our inspection ratings are displayed prominently in compliance with regulatory requirements.
• Provide clear and accessible information to service users, families, and the public about our inspection outcomes.
• Ensure staff are trained on the importance of inspection ratings and their role in maintaining high-quality care.
• Promptly update and publish ratings following an inspection.
• Use inspection feedback to drive continuous service improvements.

2. Scope

This policy applies to:

• All service users, families, and members of the public seeking information about our care services.
• All employees, including care workers, administrative staff, and managers.
• The Registered Manager and Responsible Individual, responsible for regulatory compliance.
• Care Inspectorate Wales (CIW) and the Care Quality Commission (CQC), as regulatory bodies overseeing inspections.

3. Legal and Regulatory Framework

This policy aligns with:

• The Regulation and Inspection of Social Care (Wales) Act 2016, ensuring transparent service ratings.
• The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, mandating the availability of inspection reports.
• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, requiring providers in England to display CQC ratings.
• CQC Provider Guidance on Ratings Display, ensuring best practice in making ratings publicly available.
• Care Inspectorate Wales (CIW) Guidelines on Transparency and Public Access to Information.
• The Consumer Rights Act 2015, ensuring fair and honest representation of service quality.

4. Displaying Inspection Ratings

4.1 Physical Display Requirements

• The most recent CIW or CQC rating must be displayed in all business locations where services are provided.
• If services are delivered in multiple locations, the rating must be displayed at each office or service point.
• Posters, certificates, or inspection summaries must be clearly visible to visitors and staff.
• Ratings should be displayed in reception areas and any other public-facing spaces.

How we manage this efficiently:

• A designated compliance officer ensures timely updates to all physical rating displays.
• Inspection certificates are framed and placed in easily visible areas.

4.2 Digital Display Requirements

• The latest rating must be displayed on the organisation’s website homepage in a prominent position.
• A dedicated ‘Inspection Ratings’ page will provide access to full inspection reports.
• Social media pages must include links to the latest inspection results.
• Email footers and digital communications should reference the current rating.

How we manage this efficiently:

• Web administrators update the website immediately after a new rating is received.
• A notification system ensures that all digital platforms are updated promptly.

5. Informing Service Users and Families

• Service users and their families must be informed of the latest inspection rating in a timely manner.
• Upon admission to the service, new users receive a copy of the latest inspection report.
• Regular newsletters and updates include information on our performance and improvements.

How we manage this efficiently:

• A ‘Welcome Pack’ includes a section on inspection ratings and how to access reports.
• Quarterly service user and family meetings provide opportunities to discuss inspection outcomes.

6. Training Staff on Inspection Ratings

6.1 Staff Awareness and Responsibilities

• All staff must be aware of the latest inspection rating and key findings.
• Care workers should be able to explain what the rating means and how it reflects service quality.
• Managers should understand the inspection process and be prepared to discuss improvements.

How we manage this efficiently:

• Regular staff meetings include discussions on inspection outcomes.
• Annual training sessions cover regulatory compliance and the importance of ratings.

7. Updating Inspection Ratings

7.1 Post-Inspection Updates

• Inspection ratings must be updated immediately upon receipt of a new report.
• If the rating improves, all marketing materials and online content should reflect the change.
• If the rating declines, an action plan should be developed to address concerns.

7.2 Compliance Audits

• Regular internal audits ensure ratings are displayed correctly and reflect the latest inspection.
• Any discrepancies or failures to update information must be addressed immediately.

How we manage this efficiently:

• An internal compliance officer is responsible for rating updates.
• Quarterly compliance checks verify that all rating displays are current.

8. Responding to Inspection Findings and Continuous Improvement

• All inspection findings should be reviewed and used to drive service improvements.
• Action plans should be developed to address any concerns highlighted in the inspection.
• Service users, staff, and families should be consulted on how improvements can be made.

How we manage this efficiently:

• A quality improvement committee reviews inspection feedback.
• Lessons learned from inspections are incorporated into staff training and service development.

9. Handling Complaints and Public Queries About Ratings

• Service users and families have the right to ask about inspection ratings and findings.
• Complaints or concerns regarding the rating should be handled through the formal complaints procedure.
• If a service user disputes the accuracy of an inspection rating, they should be directed to CIW or CQC’s complaints process.

How we manage this efficiently:

• A dedicated point of contact for rating-related inquiries is assigned.
• Standard responses are prepared for common questions regarding ratings and inspections.

10. Related Policies

This policy aligns with:

• Quality Assurance and Continuous Improvement Policy (DCW44).
• Complaints and Feedback Policy (DCW15).
• Regulatory Compliance and Inspection Readiness Policy (DCW29).
• Transparency and Public Information Policy (DCW34).

11. Policy Review

This policy will be reviewed annually or sooner if required due to legislative changes, business needs, or CIW/CQC updates. The Registered Manager and Responsible Individual are responsible for ensuring compliance.

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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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.