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 'Responsive' statement means.

As a primary care manager in England, you're responsible for ensuring that your GP practice provides a responsive service that meets the needs of your patients.

In this article, we'll take a closer look at what the Care Quality Commission (CQC) means by 'responsive', what evidence you need to provide to demonstrate compliance, and when you can gather that evidence.

Being Responsive – Planning is Key

To provide a responsive service, you need to start with a plan that takes into account the needs and preferences of each individual patient. This means developing person-centred care plans that reflect people's strengths, rights, and individuality. Care records should be holistic and build trust between staff and patients.

You can demonstrate how you engage with patients to develop personalised care plans that reflect their individual needs, preferences, and goals. This should be done in a way that takes into account their physical, emotional, and social needs, and should involve the patient's family or significant others where appropriate. The care plan should be regularly reviewed and updated as the patient's needs change.

Consistency of Staffing

Consistency of staffing is vital to providing a responsive service. This means paying attention to the numbers of staff covering shifts and avoiding the use of agency staff where possible. Good relationships with the wider community can also help patients to participate in community life and maintain pre-existing links.

Providing consistent staffing helps to ensure that patients have continuity of care. This includes minimising the use of agency staff and ensuring that there is sufficient cover for staff absences.

Well-Trained Staff

Responsive provision relies on well-trained staff who are confident in their knowledge of the role and comfortable with equality and diversity issues. They should be able to respond to situations where protected characteristics may not have been upheld and where the values of the service were compromised.

Primary care staff should receive regular training to ensure that they have the skills and knowledge needed to provide high-quality care. This includes training on equality and diversity issues, communication skills, and how to respond to situations where protected characteristics may not have been upheld.

Robust, Transparent Complaints Investigation Process

Mistakes can happen, but it's how you deal with them and learn from them that matters. A robust and transparent complaints investigation process, including clear timescales and outcomes, is essential to demonstrate compliance with the responsive element of CQC inspections.

You should have a transparent complaints process that includes clear timescales and outcomes. The process should ensure that complaints are investigated thoroughly and that any necessary actions are taken to prevent the same issues from arising again.

Meeting Communication Needs

To provide a responsive service, it's important to understand and comply with the Accessible Information Standard (AIS), which applies to all organisations that provide services to publicly-funded adults via the local authority. This means ensuring that patients with disabilities, impairments, and sensory loss receive information in a format that they can access and understand.

You should be able to show that you understand the Accessible Information Standard (AIS) and take steps to ensure that patients with disabilities, impairments, or sensory loss are able to communicate effectively. This might include providing information in accessible formats or providing interpretation services where needed.

Providing a responsive service is essential to meeting the needs of your patients and demonstrating compliance with the CQC inspections. By developing person-centred care plans, paying attention to staffing, providing training to your staff, having a robust complaints investigation process, and meeting communication needs, you can ensure that your GP practice provides a responsive service that meets the needs of your patients.