The pandemic pushed health and social care to the brink, facilitating rapid change to the way in which care is delivered and regulated. Technology has moved many providers forward, in ways that seemed implausible only 18 months ago. Remote consultations and remote regulation are now embedded in modern day practice.

The CQC recognised it too needed to evolve. It now relies more upon remote technology to gather information about GP practices meaning they can update practice CQC ratings without even visiting the practice. Physical inspections were cancelled in March 2020 and a risk-based assessment was adopted. Providers identified as posing a greater risk to service users were more likely to be physically inspected.

In July 2021, the CQC took the concept of remote regulation further and started to carry out monthly reviews of information they hold or acquire about GP practices. Where there is no cause for concern a physical inspection is less likely. The CQC has said that it does not want to put additional pressure on GP practices in these difficult times and so remote inspections will continue.

Instead, they will carry out online meetings with practice staff and review clinical and practice records digitally and remotely. They hope in this way they can also monitor practices more often and CQC ratings are therefore kept more up to date.

Are these changes helpful for GP Practices?

This approach means many practices will have to rethink the way in which they create and maintain clinical records, other information and practice policies, as there’s a risk that the soft information, which a CQC inspector might acquire from visiting a practice, could be lost. Record keeping and internal auditing therefore takes on a greater role in demonstrating the practice is providing safe care. Practices should therefore ensure their technology is up to the job.

As more information about practices is being gathered externally, it’s important that that information reflects the quality of the practice’s service and care. Practices should ensure any online information about it, is accurate and up to date.

CQC’s new formula

The CQC says it has formulated a new approach to the way in which it judges care quality, it remains to be seen how this will unfold in practice. Below we identify some of the issues that they say they will place greater emphasis upon.

They want to see an “open and honest” culture, which encourages health and care staff to speak out about safety issues at work including safeguarding. Creating a collegiate working environment is therefore important. Practices should ensure they have clear policies that explain to staff who they can go to, how they can raise concerns and what they can expect when they do. Staff need to feel supported and listened to. Practices should consider offering additional training to practice managers or other senior staff members to deal with these types of issues. The practice should record how these issues have been dealt with including any lessons learned, additional training or well-being support provided.

The CQC will be looking more closely at how involved patients are in their care. They want to see evidence that what matters most to the patient has been taken into consideration in the decision-making process. Don’t overlook that this information could be found in clinical, complaint and feedback records, so it’s important to review and cross reference all these records.

They also want to see evidence of how well the practice is working with other health and care services locally. Practices should therefore collate information which would demonstrate its communication with other local services and its willingness to its collaborate.