The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England, CQC is responsible for monitoring and inspecting these services to ensure they are providing care that is safe, effective, caring, responsive to people’s needs and well-led. Listening to and acting on people’s experiences of care is vital to CQC’s work, as it helps us to decide when, where and what to inspect, supports better registration, inspection, judgements and ratings, and results in better information for the public. Since 2012, CQC has established a number of partnerships with national voluntary organisations, known as Tell us about your care partnerships, in order to increase our access to people’s experiences of care via organisations that are already working with and hearing from people on an on-going basis.

Further information on ‘Tell us about your care’ can be found at http://www.cqc.org.uk/public/get-involved/tell-us-about-your-care-partnerships

The direct supply of CQC Share Your Experience webforms on a continuous basis will provide qualitative information from members of the public about individual experiences of care at named health and social care services subject to regulation by CQC. The supplier must already hear from members of the public reporting experiences of care at named health and social care services across England as part of existing business functions. The supply should be existing rather than something that has to be stimulated. Ongoing supply of Share Your Experience webforms completed by the supplier on behalf of a member of the public individual relevant experiences to be identified, summarised and converted into a supply of webforms by trained helpline staff of organisations already delivering a national helpline service to people who use health and care services and their loved ones and carers. Ongoing promotion of the Share Your Experience webform, of CQC, our role and purpose, and our narrative about why CQC needs information about people’s experiences of care to prevent poor care happening to others, to those seeking helpline services. Project management of the partnership within the contractor’s organisation, helpline delivery, helpline supervision, communications and promotion, quality assurance and evaluation.

Indirect supply of Share Your Experience webforms via promotion of CQC to the public, the standards of care people have a right to expect, CQC’s role in regulating, monitoring and inspecting services, and encouragement for people to use our inspection reports to inform choice, and to share experiences to improve care for others in the future. Promotion of CQC, our role and purpose, the standards of care people have a right to expect, what ‘Good’ looks like, our inspection reports and encouragement for people to share experiences of care through contractor’s owned channels, earned channels including media. Plans to be agreed with CQC and include clear rationale for suggested approach, and evaluation. Evaluation reports for activity focusing on outputs and outcomes including reach through standardised metrics including but not limited to social media impressions, open rates and click rates, attendees at events.