CQC quality statement — Responsive
Person-centred care
"We make sure people are at the centre of their care and treatment choices and we decide, in partnership with them, how to respond to any relevant changes in their needs." In MyCareCompliance, 12 mapped checks across 12 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.
- 12 mapped checks under the "Person-centred care" quality statement
- Evidences 1 regulation: Regulation 9 — Person-centred care
- Failed checks become tracked improvement actions with an owner, due date and evidence
The 12 checks
- Regulation 9 — Person-centred careAccessible Information
Do care plans contain specific, detailed instructions for staff on how to support the person's communication and information needs?
What we look for: Read the communication care plans for 3 people. Good looks like practical steps (e.g., 'stand in front of X so they can lip read', 'use the picture board on the fridge'). A fail is generic text like 'X struggles to hear'.
Evidence: Communication care plans, personal profiles, one-page profiles, daily care records
- Regulation 9 — Person-centred careCare Plan Audit
Does the care plan clearly detail the person's routines, preferences, life history, and what is important to them?
What we look for: Review the 'About Me' or equivalent section. Good looks like clear instructions on how the person likes things done (e.g., 'likes tea with two sugars, prefers female carers'). Fails if it only lists tasks with no personalization.
Evidence: 'About Me' profile, care plan preference sections, daily routine outlines
- Regulation 9 — Person-centred careDaily Care Records Audit
Do daily care logs reflect person-centred care, detailing the individual's choices and preferences rather than generic task lists?
What we look for: Review the narrative in the daily logs. Good looks like specific details (e.g., 'Mary chose to wear her blue dress and we discussed her grandchildren'). A fail is repetitive, generic phrases like 'All care given' or 'Washed and dressed'.
Evidence: Daily care notes, care plans, service user feedback
- Regulation 9 — Person-centred careFalls Management
Do care plans contain clear, person-centred interventions to mitigate identified falls risks in the person's home?
What we look for: Review care plans for those with a high falls risk. Good looks like specific instructions (e.g., 'ensure mobility aid is within reach', 'prompt to wear prescribed footwear'). Generic statements like 'be careful' constitute a fail.
Evidence: Care plans, moving and handling plans, risk mitigation plans
- Regulation 9 — Person-centred careHospital Transitions
Are care plans and individual risk assessments updated promptly to reflect changes in care needs following hospital discharge?
What we look for: Compare pre-admission and post-discharge care plans. Look for evidence that changes in routine, dietary needs (e.g., new IDDSI levels), or pressure area care have been formally updated and signed off. A fail is staff working from a pre-admission care plan that does not reflect current needs.
Evidence: Updated Care Plans, Moving and Handling assessments, Nutrition/Hydration risk tools (e.g. MUST), Skin integrity charts
- Regulation 9 — Person-centred careIncidents / Accidents Audit
Are people's care plans updated to reflect any changes in care delivery required to prevent recurrence?
What we look for: Review the care plan of someone who recently had an accident. Ensure the plan reflects new interventions (e.g., using a different transfer technique, removing trip hazards). A fail is care plans failing to reflect the new reality post-incident.
Evidence: Care plans, daily notes, communication books, handover records
- Regulation 9 — Person-centred careMoving & Handling
Do care plans clearly instruct staff on exactly how to support the person's moving and handling needs?
What we look for: Sample care plans to ensure step-by-step instructions are provided for all transfers. Good looks like precise details (e.g., 'requires two staff, use Oxford Advance hoist with medium blue loop sling, loops: red shoulder, blue leg'). Fail if instructions are vague (e.g., 'needs help to transfer') leaving room for unsafe practice.
Evidence: Care plans, daily delivery plans, moving and handling profiles.
- Regulation 9 — Person-centred careOnboarding New Service Users
Is an interim or full person-centred care plan in place from day one, detailing specific routines, preferences, and tasks?
What we look for: Verify that care workers have a clear, actionable plan to follow from their very first visit. Good looks like a plan that captures preferences (e.g., how they like their tea, morning routines) not just clinical tasks. Expect a fail if staff are sent into a new package with no documented instructions on what to do.
Evidence: Initial/Interim care plans, daily routine documents, 'About Me' profiles, detailed task lists.
- Regulation 9 — Person-centred careRisk Assessments Audit
Are control measures for identified risks practical, clearly documented, and embedded into the daily care plan?
What we look for: Cross-reference the risk assessment with the main care plan. If a risk of choking is identified, the care plan must clearly state the required food textures and supervision levels. A fail is an identified risk with no corresponding action plan for care staff.
Evidence: Care plans, daily task lists, risk assessment control measure sections
- Regulation 9 — Person-centred careService User Experience
Are service users engaged in regular reviews of their care and risk assessments to ensure documentation matches their current lived experience?
What we look for: Check a sample of 5 care files to ensure reviews happen at least annually or as needs change, with the client actively participating. Good looks like the client's voice being prominent in the review documentation, detailing what is working well. A fail is copy-pasted reviews completed in the office without client consultation.
Evidence: Care plan review minutes, Reassessment forms, Daily notes, Quality assurance phone call records
- Regulation 9 — Person-centred careService User Reviews Audit
Are care plan reviews conducted within agreed timeframes or promptly triggered by changes in the person's needs or incidents?
What we look for: Sample 5-10 files. Check if reviews happen at least annually or sooner if needs change (e.g. post-hospital discharge or falls). Fails if reviews are overdue without valid, documented reasons.
Evidence: Review schedule/tracker, Care plans, Incident reports, Hospital discharge summaries
- Regulation 9 — Person-centred careSkin Integrity
Do care plans contain specific, personalized guidance for preventing pressure damage and managing skin integrity?
What we look for: Check if care plans detail repositioning frequencies, specific areas of risk, and instructions for barrier creams. Good looks like clear, actionable steps for care workers. A fail is generic 'check skin' instructions without specific detail.
Evidence: Care plans, Skin integrity protocols, Mobility care plans
Other Responsive quality statements
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