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Involving people who use services
We try to involve people who use health and social care services in everything we do.
Experts by Experience
Experts by Experience are people who have experience of using care services. They take part in our inspections of health and social care services and our visits to monitor the use of the Mental Health Act.
Experts by Experience also attend events, consultations and staff training events and take part in activities that develop our processes.
We currently work with around 500 Experts by Experience.
During our inspections, they spend time talking to people who use the service and observing the environment. They have first-hand experience of receiving care so they know which questions to ask to get as much information from the visit as possible.
Their findings are used to support the inspector’s judgment on the service and can also be included in the inspection report.
Interviewing David Behan
In April 2013, two Experts by Experience, Ted Goodman and Jason Monero, interviewed David Behan, our Chief Executive, about the challenges that CQC faces, inspections, public awareness and more.
Working with young people
We have started to look at how we can involve children and young people in our inspections. To help us plan this, we ran a workshop with a group of young people aged between 14-21 years old.
We have also carried out eight workshops with children and young people with a focus on their views and experiences of visiting their GP and dentist. Read the results of the workshops below.
We have since set up a CQC’s children and young people advisory group in November 2012 to help us develop our ways of working with children and young people. The group has around 20 young people aged 9 to 21 with a wide range of experiences of using care services.
We work with national and local organisations that recruit, train and support our Experts by Experience.
We use the experiences of people who receive care to help us build a picture of each care service. Whether it’s positive or negative, we need to hear about it.
We will use the information you share with us to help us judge whether we need to inspect the service sooner than planned and whether it is meeting standards.
Visit Sharing your experience to find out how to share information with us online.
Involving Experts by Experience in our inspections
We work with around 300 Experts by Experience (people who receive care).
They take part in our inspections and can observe care and speak to people receiving it. Experts by Experience also contribute to our inspector’s report of the service.
We will soon set up a panel of made up of people who receive care. They will contribute to different aspects of our work and help us improve the way we gather the views of others.
Your complaints about care
We use information from complaints to help us find out about the service's performance and the improvements it needs to make.
We are currently improving the way we collect, listen to, share and act on complaints people make about services because we know they provide important information about the quality of care.
Visit Make a complaint for more information.
Working with local groups
We have set up various groups with people who have experience of using care services.
These groups share and listen to each others’ experiences and give people the opportunity to work closely with carers, experts and major organisations to discuss areas of improvement.
We will be working much more closely with local Healthwatch to improve our knowledge of care on a local level. This will include sharing information we receive from the public about their experiences.
Find out more in Working with local groups.
Patterns of health and social care
We monitor patterns of health and social care in two ways.
- Our surveys collect the views of people using a range of health care services provided by the NHS. Our latest Inpatient survey 2010 looked at the experiences of inpatients throughout 2010.
- We look at national and local patterns of care, known as Reviews and studies, across different services. One of our latest reviews, Social services' response to people's first contact with them, looked at people’s first contact with their council.
- Last updated:
- 23 July 2014