The Care Quality Commission (CQC) register and inspects all health and social care services against government National Standards in England, including care homes, hospitals, dental and GP surgeries and all other care services like domiciliary care. Inspections are unannounced or in response to concerns and results are published on the website and in inspection reports.

During inspection, inspectors speak to staff and those receiving care, check that correct systems and processes are in place, check that service practice is safe, effective, caring, well led and responsive to people’s needs. If a service isn’t meeting the government standards, the CQC can take action to ensure it improves using a range of enforcement measures and working with relevant authorities such as local authorities, regulators and agencies and sometimes the police.

The CQC receives information via their website or their national helpline from the public, carers, local groups and care staff about their experiences of care services or when there is a threat to someone’s health, safety and well being. However, complaints should first and foremost be dealt with through the management of a service. If you are unsatisfied with the outcome of the complaint and it is an NHS service, you can contact the Health and Parliamentary Ombudsman via www.ombudsman.org.uk and if it is a service provided by a care home or home care agency you can contact the Local Government Ombudsman via www.lgo.org.uk