CQC quality statement — Caring
Kindness, compassion and dignity
"We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect." In MyCareCompliance, 6 mapped checks across 6 audit templates map to this quality statement.
Last reviewed: September 2026. This guidance reflects CQC information available at the date above — always refer to cqc.org.uk for current regulatory requirements.
How we check it
Each check below is a real question from a MyCareCompliance audit template. It names the regulation it evidences, describes what an auditor looks for in good and poor practice, and lists the evidence an inspector would expect you to produce.
- 6 mapped checks under the "Kindness, compassion and dignity" quality statement
- Evidences 2 regulations: Regulation 10 — Dignity and respect, Regulation 20 — Duty of candour
- Failed checks become tracked improvement actions with an owner, due date and evidence
The 6 checks
- Regulation 10 — Dignity and respectCompetency Audit
Are spot checks conducted at the required frequency, and do they capture meaningful observations of person-centred care and dignity?
What we look for: Evaluate the depth of field observations. Good looks like supervisors noting how staff communicate, respect privacy (e.g., closing curtains), and promote independence during routines. A fail is a tick-box form with no qualitative comments on the staff member's caring approach.
Evidence: Spot check schedule, completed spot check forms, client feedback forms
- Regulation 10 — Dignity and respectDaily Care Records Audit
Is the language used by staff in daily care records respectful, objective, and promoting the person's dignity?
What we look for: Read a selection of log entries. Good looks like professional, objective, and respectful language. A fail is the use of derogatory, subjective, or infantilising language (e.g., 'she was naughty today' or 'refused to behave').
Evidence: Daily logs (electronic or paper)
- Regulation 20 — Duty of candourDuty of Candour
Is ongoing support offered to the relevant person (and the person using the service) in relation to the Notifiable Safety Incident?
What we look for: Look for evidence that the service checked in on the person's wellbeing after the incident, offering practical or emotional support (e.g., a follow-up meeting, adjusting care times). Fails if communication abruptly stopped after the legal letter was sent.
Evidence: Care plan updates, communication logs, referrals to advocacy or counseling, meeting minutes with families
- Regulation 10 — Dignity and respectElectronic Call Monitoring
Where ECM indicates a care worker is running significantly late, is there evidence that the office proactively informs the person receiving care?
What we look for: Review the logs for calls that were over 30 minutes late. Good looks like a logged phone call to the service user or their family to apologize and update them on the ETA. A lack of proactive communication, leaving the person anxious and waiting, is a fail.
Evidence: Communication logs, ECM alert notes, feedback from service user calls/surveys
- Regulation 10 — Dignity and respectInduction / Care Certificate
Is feedback from people receiving care and support actively sought regarding the practice and attitude of new staff?
What we look for: Check if the agency routinely calls clients after a new staff member's first few visits to ask about their experience, punctuality, and kindness. Good practice uses this feedback in the staff member's probationary review. Missing service user input is a fail.
Evidence: Quality assurance calls, Care review notes, Spot check records, Feedback forms
- Regulation 10 — Dignity and respectSpot Checks Audit
Is the care worker's attitude, communication, and respect for the person's dignity and privacy formally evaluated during the observation?
What we look for: Read the qualitative comments left by the supervisor. They should comment on whether the carer engaged warmly with the client, maintained privacy during personal care, and respected choices. Lack of focus on values and behaviours is a fail.
Evidence: Spot check forms, service user feedback notes, care worker supervision records
Other Caring quality statements
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