Contact&Connect: CQC Inspections
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WHAT IS CONTACT&CONNECT: CQC INSPECTIONS?
Contact&Connect: CQC Inspections is one of the many live services that uses the automated telephony approach to support adult social care processes and prioritise those who need help or who may be hitting crisis.
The CQC assurance inspection process emphasises regular engagement with service users, their families, advocates, and carers. However, existing engagement and feedback processes are often paper-based and time-consuming, resulting in non-standardized and potentially biassed or unrepresentative results. Automating contact with service users provides an easy and comprehensive way to gather ongoing feedback and real-time results allow for continuous improvement and early identification of issues before they escalate into complaints or trends.
Contact&Connect scripts for CQC have been co-designed with Sunderland City Council, aligning with TLAP statements. The questions focus on support and inclusion in care decisions, safety, social contact, and access to information and advice. Calls are made throughout the year to maintain continuous engagement, and users are contacted again two weeks before their annual review. While each partner has customised scripts and call configurations, we have a solid foundation based on our development and testing with ASC colleagues.
FEATURES & BENEFITS
Ensures regular active contact with people who draw on care or their advocates, family and/or carers
Increases the levels of engagement with people who draw on care
Addresses issues of equality (communication needs, language, diversity etc)
Brings regular feedback into wider ASC strategy and planning
Standardises responses and offers the ability to compare and ‘make sense’ of feedback
Brings feedback and experience into processes, policies & procedures
Evidences ongoing, regular engagement to the CQC
Ability to automatically signpost people to information, advice and services based on need
8 KEY REASONS SUNDERLAND CITY COUNCIL ARE DEPLOYING CONTACT&CONNECT TO SUPPORT THE CQC ASSURANCE INSPECTION PROCESS:
“Greater depth of performance information on an ongoing basis”
“Early intervention & prevention, plus prevention of readmission to hospital”
“Accessible way to reach customers at mass and at scale”
“Reduction in crisis type calls”
“Support the ongoing ASC service & review process”
“Prioritisation & efficient use of resources”
“Continuous loop of customer engagement”
“Supporting learning & development opportunities for staff”
CONTACT&CONNECT: CQC INSPECTION BUREAU OFFER
The Contact&Connect Bureau service is available to any partner who does not have the capacity or capability to extract the raw call data, and make sense of it. By regularly extracting, investigating and presenting the data in a clear and understandable format, partners are able to really ‘hear’ the voice of service users, and ‘see’ the results of the services they commission and deliver – as well as having clear evidence for the CQC and the feedback to bring into improvement practices.
The Contact&Connect: CQC bureau reports quarterly on all service user feedback, has the ability to identify a range of metrics, from patterns of social isolation by age or location to levels of satisfaction around care packages and provision (cut by gender, condition or care provider.) In essence, the bureau approach turns your data into valuable, actionable insight, informing commissioner practice, provider management and workforce development as well as wider ASC strategy.