CQC quality statement — Responsive
Providing information
"We provide appropriate, accurate and up-to-date information in formats that people understand and can access." In MyCareCompliance, 6 mapped checks across 5 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 "Providing information" quality statement
- Evidences 2 regulations: Regulation 9 — Person-centred care, Regulation 16 — Receiving and acting on complaints
- Failed checks become tracked improvement actions with an owner, due date and evidence
The 6 checks
- Regulation 9 — Person-centred careAccessible Information
Are identified communication and information needs clearly recorded and highly visible (flagged) on the person's electronic or paper file?
What we look for: Review the main dashboard/front page for people with known communication needs. Good practice is a clear, unmissable alert (e.g., 'Requires BSL' or 'Large Print Only'). A fail is burying this information deep in the care plan.
Evidence: Electronic care management system dashboards, physical file cover sheets, handover notes, alert flags
- Regulation 9 — Person-centred careAccessible Information
Is essential information (e.g., care plans, contracts, rotas) actively provided to people in their identified preferred accessible format?
What we look for: Cross-reference a person's preferred format with the actual documents given to them in their home folder. Good is seeing bespoke formats actively used. A fail is a person requiring large print receiving standard size 11 font rotas.
Evidence: Large print care plans, easy read contracts, audio recordings, evidence of braille provision, translated documents
- Regulation 16 — Receiving and acting on complaintsComplaints Audit
Is the complaints procedure accessible, provided in suitable formats, and given to all clients at the start of their service?
What we look for: Sample 3 recent client admission files to check they received the complaints procedure. Good practice includes accessible formats (e.g., large print, easy read) tailored to client communication needs. Fail if the policy is outdated or only available by request.
Evidence: Service User Guide, Complaints Policy, Easy Read versions, Care plan introductory pack receipts
- Regulation 9 — Person-centred careCompliments / Feedback
Are mechanisms for providing feedback accessible to all people using the service, accommodating diverse communication needs and protected characteristics?
What we look for: Sample feedback forms and survey methodologies. They must meet the Accessible Information Standard. Good looks like alternative formats being proactively offered. A fail is relying solely on written English surveys when service users have known cognitive or visual impairments.
Evidence: Easy Read feedback forms, translated surveys, audio options, evidence of advocates being used for feedback
- Regulation 9 — Person-centred careInformation Governance / GDPR
Are people who use the service provided with accessible privacy notices explaining how their data is used?
What we look for: Review the welcome pack. Good looks like clear, easy-to-read privacy notices explaining data sharing (e.g., with GPs/LAs) and individuals' rights. Fail: no privacy notice or heavily jargon-filled text.
Evidence: Service user guide, Privacy Notice, Consent forms, introductory packs
- Regulation 16 — Receiving and acting on complaintsOnboarding New Service Users
Has the service user been provided with a Service User Guide containing the complaints procedure, safeguarding info, and out-of-hours contacts?
What we look for: Check onboarding checklists to confirm the service user received their welcome pack/guide. Good looks like providing this in a format accessible to the person (e.g., large print if visually impaired) and ensuring they understand how to complain or contact the office in an emergency. Failure to evidence this provision is a breach.
Evidence: Signed receipt of service user guide, accessible format guides, complaints policy provided to user, welcome letter.
Other Responsive quality statements
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