Module 12: How to respond to a CQC phone call - Care Research

Return to course: Care Staff Confidence

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Care Staff Confidence

Module 1: Introducing the new CQC framework
Module 2: What are Quality Statements?
Module 3: SAFE Quality Statements
Module 4: EFFECTIVE Quality Statements
Module 5: CARING Quality Statements
Module 6: RESPONSIVE Quality Statements
Module 7: WELL-LED Quality Statements
Module 8: The benefits of Quality Statements
Module 9: What are ‘Priority’ Quality Statements
Module 10: What are Evidence Categories?
Module 11: Introducing ‘Feedback from staff and leaders’
Module 12: ‘Feedback from staff and leaders’ Deep Dive
Module 13: How will CQC collect evidence?
Module 14: How will CQC score and rate evidences?
Module 15: What are Evidence Category scores?
Practical Task: My Experiences
Module 16: DON’T PANIC!

Module 1: How to speak to a CQC inspector introduction
Module 2: Why are CQC speaking to me?
Module 3: What if I say something wrong?
Module 4: How to avoid over thinking
Module 4.1: Let's practice speaking out loud
Module 5: Are CQC inspectors scary?
Module 6: How to feel confident
Module 7: How to give opinions
Module 7.1: Feedback from opinions task
Module 8: How to avoid rambling
Module 8.1: Feedback from how to avoid rambling task
Module 9: How to avoid ‘brain freeze’!
Module 9.1: How to avoid 'brain freeze' task
Module 10: What if I don’t understand the question?
Module 10.1: 'What if I don’t understand the question' task
Module 11: Knowing your rights
Module 12: How to respond to a CQC phone call
Module 13: Using scoring language in your answers
Module 14: Celebrate your successes
Module 14.1: Celebrate your successes task
Module 15: How to give opinions (CQC Focus)
Module 16: How to discuss issues and incidents with CQC
Module 16.1: How to discuss issues and incidents with CQC task
Module 17: When should I raise something with CQC?
Module 18: How to give mixed feedback
Module 18.1: How to give mixed feedback task
Module 19: Remember to CELEBRATE!

Additional Resources Introduction
SAFE Full Quality Statements
EFFECTIVE Full Quality Statements
CARING Full Quality Statements
RESPONSIVE Full Quality Statements
WELL-LED Full Quality Statements
Practical Task: My Experiences
CQC Practice Email
Give Feedback on Care form
Giving Opinions Practice Task 1
Giving Opinions Practice Task 2
Giving Opinions Practice Task 3
Giving Opinions Practice Task 4
Avoiding Rambling Task
Avoiding Rambling CQC Focus Task
Giving Mixed Feedback Task

SAFE - Learning culture
SAFE - Safe systems, pathways and transitions
SAFE - Safeguarding
SAFE - Involving people to manage risks
SAFE - Safe environments
SAFE - Safe and effective staffing
SAFE - Infection prevention and control
SAFE - Medicines optimisation
EFFECTIVE - Assessing needs
EFFECTIVE - Delivering evidence-based care and treatment
EFFECTIVE - How staff, teams and services work together
EFFECTIVE - Supporting people to live healthier lives
EFFECTIVE - Monitoring and improving outcomes
EFFECTIVE - Consent to care and treatment
CARING - Kindness, compassion and dignity
CARING - Treating people as individuals
CARING - Independence, choice and control
CARING - Responding to people’s immediate needs
CARING - Workforce wellbeing and enablement
RESPONSIVE - Person-centred care
RESPONSIVE - Care provision, integration, and continuity
RESPONSIVE - Providing information
RESPONSIVE - Listening to and involving people
RESPONSIVE - Equity in access
RESPONSIVE - Equity in experiences and outcomes
RESPONSIVE - Planning for the future
WELL-LED - Shared direction and culture
WELL-LED - Capable, compassionate and inclusive leaders
WELL-LED - Freedom to speak up
WELL-LED - Workforce equality, diversity and inclusion
WELL-LED - Governance, management and sustainability
WELL-LED - Partnerships and communities
WELL-LED - Learning, improvement and innovation
WELL-LED - Environmental sustainability – sustainable development

SAFE - Learning culture
SAFE - Safe systems, pathways and transitions
SAFE - Safeguarding
SAFE - Involving people to manage risks
SAFE - Safe environments
SAFE - Safe and effective staffing
SAFE - Infection prevention and control
SAFE - Medicines optimisation
EFFECTIVE - Assessing needs
EFFECTIVE - Delivering evidence-based care and treatment
EFFECTIVE - How staff, teams and services work together
EFFECTIVE - Supporting people to live healthier lives
EFFECTIVE - Monitoring and improving outcomes
EFFECTIVE - Consent to care and treatment
CARING - Kindness, compassion and dignity
CARING - Treating people as individuals
CARING - Independence, choice and control
CARING - Responding to people’s immediate needs
CARING - Workforce wellbeing and enablement
RESPONSIVE - Person-centred care
RESPONSIVE - Care provision, integration, and continuity
RESPONSIVE - Providing information
RESPONSIVE - Listening to and involving people
RESPONSIVE - Equity in access
RESPONSIVE - Equity in experiences and outcomes
RESPONSIVE - Planning for the future
WELL-LED - Shared direction and culture
WELL-LED - Capable, compassionate and inclusive leaders
WELL-LED - Freedom to speak up
WELL-LED - Workforce equality, diversity and inclusion
WELL-LED - Governance, management and sustainability
WELL-LED - Partnerships and communities
WELL-LED - Learning, improvement and innovation
WELL-LED - Environmental sustainability – sustainable development

Module 12: How to respond to a CQC phone call

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