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The CQC can visit to inspect registered primary care providers at any time. This can either be announced or unannounced. Maintaining ongoing compliance is essential.
When CQC announce an inspection, a CQC inspector will contact you via email or telephone. It is crucial you keep your registered manager/nominated individual email up-to-date so you do not miss the announcement. The CQC inspector will contact you to introduce themselves, explain the agenda for the day and discuss the practicalities such as allowing time for staff interviews and ensuring there is an area set aside for inspectors to use such as an office. An email will be sent with a request to send documentation prior to the inspection date.
Before an inspection you will have been asked for information by CQC. The documentation typically requested includes summaries of complaints and adverse events, evidence of how you monitor quality of treatment, including patient surveys and staff recruitment and training policies. Provide the information promptly (within five working days, or 10 working days for a GP out-of-hours service). Do your homework - it's likely that questions may be asked that relate to this documentation on the day of the inspection.
Before the inspection date you will be sent a patient feedback form to print, along with a QR code to display in your reception/waiting room and a link to add to your website or SMS feedback. This will advertise the inspection and give patients the opportunity to feed back to the CQC directly.
Prepare any patient feedback you have collated, such as patient surveys, comment cards, online reviews and text responses. It is advisable to review all patient feedback via an audit to check for any trends and take action to improve.
Many people find it difficult to think of examples of good practice on the spot, especially during an inspection. Preparing ahead of time is key. Gather evidence of how you have improved patient outcomes and experiences such as staff feedback, patient cards, or photographs of events you have hosted. The inspection team genuinely wants to hear about excellence, so give yourself the best chance to showcase it.
No practice is perfect. Be open about any challenges and clear about the steps you’re taking to improve. Prepare a realistic action plan and review it with your team. Showing honesty and proactive improvement demonstrates strong leadership and a positive, learning culture.
Inspectors will want to speak to GP partners, locums, trainees, practice managers, nurses, healthcare assistants and administrative staff, so we advise you to ensure all practice staff are up to date with relevant practice protocols and understand what the inspection entails.
Consider setting aside a training session where staff are put through mock interviews so that the real thing will not come as too much of a surprise.
The CQC will contact your Patient Participation Group and care homes who use your services. It would be helpful to let them know the CQC will be in touch.
It's also important to know how to access material that might be requested by inspectors as evidence, such as audits, written procedures and patient records (CQC is entitled to review records under section 63(2)(b) of the Health and Social Care Act 2008). We have guidance on disclosing confidential information to CQC.