The Care Quality Commission (CQC) has released new quality statements and evidence categories under its single assessment framework, which will be officially launched later in 2023. Here we explore what the 'Caring' statement means.

What does the ‘Caring’ key question actually mean?

At the heart of the CQC Quality Statements is the individual - promoting  independence, choice, and control over their own care, treatment, and wellbeing is paramount. To comply with these statements, you must be able to respond promptly and appropriately to your patients' immediate needs, while also minimising any concern or discomforts they may experience.

The ‘Caring’ key question also expects that you promote and support the wellbeing of your workforce. Creating a positive work environment that supports the emotional and physical wellbeing of your staff, means they are equipped to provide the highest quality care to patients.

Regulation 9 of the Health & Social Care Act applies not only to the people under your care but also to your relationships with those outside your Practice. As a primary care provider, showing kindness, empathy and respect for the dignity of others should be a given in all your interactions. Providers must ensure that they have sufficient numbers of suitably qualified, competent, skilled, and experienced staff to meet the needs of patients using the service at all times.

By prioritising the individual, responding promptly to patient needs, and promoting the wellbeing of your workforce, you can create a caring and compassionate environment that promotes positive health outcomes for your patients.

Ways to be 'caring' as a manager are summarised in this handy infographic (click to view full sized version) or read on for full details.

People are treated with kindness, compassion and dignity

This statement means that providers must treat patients as human beings with dignity and respect - show empathy and compassion towards their patients, listen to them, and involve them in their care. As a Practice, you can demonstrate compliance by having a welcoming environment, being friendly and polite to patients, and showing sensitivity to their needs and preferences.

For example, ensure that staff are well-trained in communication and people skills. They should be able to listen actively to patients, show empathy, and respond appropriately to patients' concerns. Show evidence of staff training in patient-centred communication, staff feedback from colleagues and managers, and surveys of staff engagement with the wider community on issues of care and compassion.

Staff involve and treat people with respect and dignity

This statement means that staff members must provide patients with information about their condition and treatment options, involve them in decision-making, and respect their preferences and choices. Providers demonstrate their compliance with this statement by involving patients in their care, respecting their privacy, and providing them with clear and understandable information.

For example, you can ensure patients are involved in decisions by providing information about their condition and treatment options, explaining the risks and benefits of each option, and discussing the patient's preferences and values. You can also improve privacy by having private consultation rooms and ensuring that patient records are kept confidential.

To achieve this, your staff need support too. The Practice can demonstrate compliance by providing evidence of emotional support services available to staff, records of staff emotional and social needs being taken into account by the management, and feedback from staff about the care and support provided.

Staff ensure that people feel supported to express their needs and preferences

This means that staff members must encourage patients to express their needs and preferences and support them in doing so. They must provide patients with information and support to help them make decisions about their care.

You can do this by having copies or examples of how you are providing patients with leaflets, brochures, and other educational materials, explaining the risks and benefits of each option, and answering patients' questions.

You can also provide evidence of staff involvement in consultations about patient care and development plans, feedback from staff about the involvement of management in the planning and execution of care, and evidence of the involvement of staff in organising patient and family events.

People are provided with emotional support when needed

This means you are giving patients emotional support when they need it. They must identify patients who may need emotional support and provide them with appropriate care and support. This can be demonstrated by having well-trained staff members who can provide emotional support, providing patients with information about emotional support services such as counselling or mental health clinics, and monitoring patients for signs of emotional distress.

Give examples of how the Practice is providing staff members with training on mental health issues, communication skills, and empathy. Provide evidence of staff training in delivering respectful and responsive care, feedback from staff about their experiences with diversity and inclusion, and about staff engagement with the wider community on issues of respect and response in care delivery.

Staff respect and support people's rights

This means that staff members must respect and support patients' rights, including their right to privacy, confidentiality, and informed consent. They must also respect patients' cultural and religious beliefs and values.

For example, you can demonstrate compliance with this statement by having clear policies and procedures that protect patients' rights - policies on privacy and confidentiality, informed consent, and cultural and religious sensitivity will be useful. Also think about other ways you are providing patients with information about their rights, such as information leaflets and posters in the waiting room.

People are treated as individuals and their care is personalised

As a provider, the Practice must treat patients as individuals and provide them with personalised care that meets their unique needs and preferences. You must also take into account patients' social, cultural, and personal circumstances.

For example, are you providing patients with individualised care plans? This can be achieved by assessing patients' needs and preferences, developing care plans that meet their individual needs, and involving patients in the development of their care plans. If you are tailoring services to meet patients' needs and preferences, such as offering home visits for patients who are unable to attend the surgery, this can be evidence of meeting this requirement.

To show your staff are meeting the standards, collect evidence of staff training – having well-trained staff members, clear policies and procedures, and personalised care plans that meet patients' unique needs and circumstances will be useful evidence. Real-life examples of compliance with these statements can include having a welcoming and respectful environment, involving patients in decision-making, and providing emotional support when needed.

As a primary care provider, delivering high-quality care to your patients is essential to meet the CQC requirements. By ensuring that your General Practice meets these standards, you can improve patient satisfaction, and avoid potential legal and financial penalties.

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