Defining ‘Good’ in Care according to CQC.

Article by Liza Moroz.

Care and residential homes in the UK are in a situation of strong competition and families invest a lot of time to research and visit before making their choice. Naturally, the basic criteria of choice are often proximity and expenses, but the CQC rating of the home appears to be among the top reasons behind the choice.

Since 2013, when CQC adopted a new strategy, their methodology of measuring the performance of the care institutions included a set of new questions related to safety, effectiveness, level of care, leadership, and responsiveness.  Rating them from ‘Requires Improvement’ to ‘Good’ and eventually ‘Outstanding’ CQC was interested to know how people, who use the service, understand these categories.

‘Good’ is a broad term, but in the later CQC research, it proved to be rather specific when it comes to Care. This is what the researchers found interviewing through Care and Residential homes in the country. Let us see what people shared with the team.

How people define ‘Outstanding’, ‘Good’ and ‘Require Improvement.’

Require ImprovementGoodOutstanding
Lack of sufficient stimulation (patients are left alone).
No communication with the staff
unhygienic/ unclean/smelly environment.
Residents look poorly, unclean, untidy.
Lack of continuity in the care
No personal care plan in place.
Sufficient stimulation through activities.
The staff is friendly.
Care home reaches out to families asap about issues.
Residents are healthy and in optimal physical condition  (GP, dentist, hairdresser)
The environment is clean and tidy.
An abundance of exciting activities that keep residents active.
Easy and pleasant communication between patients and carers .     
Regular and active communication between the home and the family spotless personal physical Care (hygiene, look, health)  

An evaluation ‘inadequate‘ was mentioned regarding facilities where the carers do not have the time and physical ability to offer essential Care, treating patients abruptly.

In Care it’s all about People

In the follow-up questions, respondents described their vision of being Safe, Caring, Responsive and Efficient. Still, there was an element in the evaluation mix that provoked more discussion than average. 

‘Well-led’ appeared to be an essential definition of the successful and desired home, with emphasis on the high-motivated staff. According to the respondents, the success of the care home is rutted in the facility’s recruitment and management policies that ensure the team provides quality service is not overworked and has the relevant skills, qualifications, and attitudes.

In their interviews, residents strongly connected their ‘outstanding’ experiences with staff who ‘went the extra mile and provided a more individualistic approach‘.

Source: CQC, Publications https://bit.ly/3EoyLYp


Liza Moroz is taking care of QAQF Marketing and is notorious for asking difficult questions like ‘why’. She likes connecting with people, solving problems and finding new opportunities. You can connect with Liza via elisaveta.moroz@qaqf.co.uk

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