Further Information Resource

Care Quality Commission

The Care Quality Commission (CQC) inspect hospitals, care homes, dental and GP surgeries, and all other care services in England (including private health and care facilities) to make sure that they provide the public with safe, effective, compassionate and high-quality care.  If a facility falls below standard CQC have the authority to ensure that improvements are made. Alongside their enforcement role CQC also register all services that provide health or social care, and work alongside organisations such as Healthwatch, Patient Participation Groups, and government ministries. They do this in the following ways:

  •  Setting standards of quality and safety that people have a right to expect whenever they receive care.

  •  Registering care services that meet those standards.

  •  Monitoring, inspecting and regulating care services to make sure that they continue to meet the standards.

  • Protecting the rights of vulnerable people, including those whose rights are restricted under the Mental Health Act.

  •  Listen to and act on the experiences of the public.

  • Involve the public and people who receive care in our work and work in partnership with other organisations and local groups.

  • Challenge all providers, with the worst providers getting the most attention.
  • Make fair and authoritative judgements, supported by the best information and evidence.

  • Take appropriate action if care services are failing to meet standards.

  • Carry out in-depth investigations to look at care across the system.

  • Report on the quality of care services, publishing clear and comprehensive information, including ratings to help people choose care.


Sharing your experience

If you have experienced poor care or know that poor care is being provided somewhere you can report it to CQC, anonymously if you wish.  They also would like to hear about when you feel you have received good care.  The feedback provided will help CQC to:

  • Decide when, where and what to inspect.

  • Identify the issues that are important to you.

  • Spot problems or concerns in care.

  • Plan national and local activities, known as reviews and studies that focus on health and social care patterns around the country.

  • Make decisions on whether a service should be able to operate.

  • Monitor services, particularly whether they are meeting the national standards.

  • Look at whether commissioners are referring the correct services to people.

Contact CQC National Customer Services Centre by telephoning: 03000 616161
Fax: 03000 616171
Or visiting www.cqc.org.uk

Office open: Monday – Friday 8.30am – 5.30pm.

Or you can write to:
CQC National Customer Services Centre
Newcastle upon Tyne

Working with local groups

CQC work closely with Healthwatch England to co-ordinate work emerging from more local Healthwatch groups such as Healthwatch Dorset.  They also work closely with groups such as:

Service User Reference Panel (SURP) – CQC has a duty to protect the interests of people whose rights are restricted under the Mental Health Act (MHA).  SURP is made up of people who are or have been detained under the MHA.  Members are encouraged to share their views on the work of the CQC and advise them about how to involve more members of the public.

Complaints about a mental health service where patients are detained under the Mental Health Act

If you wish to complain about the way a member of staff has used their powers under the Mental Health Act. You need to complain to the hospital where you are being detained or the hospital that discharged you before you went on to a guardianship or community treatment order.

You can speak to a Mental Health Act Commissioner when they visit your hospital or area, or contact the Care Quality Commission (CQC).  Complaints can be made by anyone – patients, staff or any member of the public. Powers and duties carried out under the Mental Health Act cover a wide range of services, including receiving care while detained in hospital, or while on a guardianship or community treatment order.  Contact the CQC on:

CQC Mental Health Act

Newcastle upon Tyne
Tel: 03000 616161

Counselling Directory – www.counselling-directory.org.uk

Counselling Directory is a confidential service that encourages those in distress to seek help.  The directory contains information on many different types of distress, as well as articles, news and events.  To ensure the professionalism of our website, all counsellors have provided us with qualifications and insurance cover or proof of membership of a professional body.  Contact us on line for details.

Headway – Dorset

Unit 22 Albany Park
Cabot Lane
BH17 7BX
Tel:  Sue Mottram on 01202 606560
Fax:  01202 697101
Email:  office@headwaydorset.org.uk

Information and support services for people throughout Dorset who acquire brain injuries, their families and carers.  Services include family and carer support, information and advocacy, rehabilitation, counselling, and befriending.

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