CQC Responsive Key Question: A Practical Preparation Guide

The Responsive key question considers whether services are organised to meet people's needs. A responsive provider understands its population, adapts care as individual circumstances change and removes barriers that create unequal access, experiences or outcomes.

Responsiveness is also reflected in how easily people can obtain information, share feedback, complain and influence improvements. Providers should be able to show what changed because people spoke up.

Understand the current Responsive quality statements

CQC's published framework places seven quality statements under Responsive. Assessors may focus on a selection depending on the service, risk and purpose of the assessment.

• Person-centred care.
• Care provision, integration and continuity.
• Providing information.
• Listening to and involving people.
• Equity in access.
• Equity in experiences and outcomes.
• Planning for the future.

Organise care around the person

• Co-produce plans using the person's communication methods and preferred level of involvement.
• Translate assessed needs, identity, routines, risks and goals into specific staff guidance.
• Review care promptly when health, capacity, relationships or circumstances change.
• Offer continuity and explain unavoidable changes to staff or visit times.
• Coordinate with other services so people do not have to repeatedly retell their story.
• Check that operational systems can deliver the flexibility promised in care plans.

Provide accessible information and communication

People need timely information about their care, rights, charges, choices and how to seek help. Communication should be tailored rather than relying on one standard leaflet or digital channel.

• Assess and record each person's communication and information needs.
• Use plain language, translation, interpretation, easy read, large print or other formats as needed.
• Keep information accurate, current and consistent across channels.
• Check understanding instead of assuming that information was accessible because it was sent.
• Support people to use advocacy or representation where appropriate.

Listen, involve people and learn from complaints

1. 1Offer several accessible ways to give feedback or make a complaint.
2. 2Acknowledge concerns promptly and protect people from adverse treatment for raising them.
3. 3Investigate openly, keep the person informed and provide a clear response.
4. 4Identify themes across complaints, compliments, surveys, meetings and informal feedback.
5. 5Co-produce improvements with people affected where possible.
6. 6Report back on what changed and test whether the solution worked.

Address inequality and plan ahead

• Review who is not accessing the service or participating in feedback.
• Compare experiences and outcomes across relevant groups rather than relying only on averages.
• Use reasonable adjustments and culturally appropriate support to remove barriers.
• Challenge discriminatory assumptions in assessments, allocation and care delivery.
• Support people to prepare for transitions, changing needs and important life decisions.
• Discuss future and end-of-life wishes sensitively, lawfully and at the person's preferred pace.