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Gathering and collecting information

  • Organisations we regulate

If our review suggests we need to gather more information, we may arrange to call you to gather more evidence about the quality of care in your service.

This is not an inspection and we do not rate services following a call.

This will help us to decide whether we need to take further regulatory action at this time, for example an inspection.

Our calls may take an hour or two, although some will be shorter. Where we can, we will call you using Microsoft Teams. Any service with a computer and internet connection can join a Teams call. Inspectors will email you an invitation for the agreed date and time, which includes a link for joining the call. If you can’t use Teams, we can telephone you instead.

What the call will cover

Our inspector is looking for specific evidence to gain assurance of the quality of your service. The call will therefore focus on the specific key lines of enquiry for your type of service to gather this evidence. We have published these so you can look at them beforehand.

During the call, our inspector will note details of:

  • the discussion around the questions raised within the key lines of enquiry
  • specific risks identified
  • examples of good practice and improvements to the service.

We will not make an audio recording of the calls apart from in exceptional cases. If we think a recording is necessary, we will obtain your consent at the start. We do not expect you to record the call.

After the call, our inspector will prepare an overall monitoring summary of their findings.

Requests for evidence

During the call, our inspector may need to ask for evidence about specific issues. They can ask you to ‘share your screen’ during a call or to send an email attachment. We will only do this where it is necessary.

If you need to send evidence as an email attachment, it should be encrypted or protected with a password. We will explain how to do this. If you cannot send it during the call, you must send it to the inspector within 24 hours of the call.

Last updated:
07 July 2021