A hand points to a virtual dashboard screen which has a big button with the word "compliance" written above it.

The new CQC single assessment framework

This new framework focuses on a more person-centred approach to meet the demands and challenges within the sector. It includes significant changes around how services will be assessed, rated and how they are reviewed. 

The biggest change is the removal of the Key Lines of Enquiry Prompts (KLOE’s) which have been replaced by 34 Quality ‘We’ statements to show the views of real people. The main difference is the way evidence is continuously being collected which must be specific to each quality statement.

What to expect

  • There are 34 broader Quality statements that will replace the key lines of inquiry (KLOEs) to show the views of real people. (We have listed them further down in the document).
  • CQC ratings can be changed without a site visit as remote assessments will be in addition to inspections in person.
  • CQC will work as an ‘always on ‘approach so wider range of evidence is required from various sources. This also must be specific to each quality statement.
  • Inspections are not linked to ratings so providing accurate records is crucial for continuous assessments.

How to be prepare

  • Go digital. This will enable you to efficiently manage your homecare agency to create and share your evidence to prepare for an inspection and meet compliance.
  • Analyse your current processes to identify any gaps and ensure they meet the new quality statements.
  • Develop new evidence for the new categories.
  • Be sure to link the current KLOE prompts to the new Quality Statements.
  • Be sure to have a centralised system that enables you to gather and share information, which includes:
    • Personal experience
    • Feedback from staff and leaders
    • Feedback from partners
    • Observation
    • Processes
    • Outcomes
  • Communication is key. Share your Quality Statements and strategies with the rest of your team to prepare them for inspections.

We have also listed a breakdown of all the new 34 ‘We’ Quality Statements.


  1. Quality Statement: Learning Culture
    We have a proactive and positive culture of safety based on openness and honesty, in which concerns about safety are listened to, safety events are investigated and reported thoroughly, and lessons are learned to continually identify and embed good practices.
  2. Quality Statement: Safe systems, pathways and transitions.
    We work with people and our partners to establish and maintain safe systems of care, in which safety is managed, monitored and assured. We ensure continuity of care, including when people move between different services.
  3. Quality Statement: Safeguarding
    We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
  4. Quality Statement: Medicines Optimisation
    We make sure that medicines and treatments are safe and meet people’s needs, capacities and preferences by enabling them to be involved in planning, including when changes happen.
  5. Quality Statement: Infection prevention and control
    We assess and manage the risk of infection. We detect and control the risk of it spreading and share any concerns with appropriate agencies promptly.
  6. Quality Statement: Safe and effective staffing
    We make sure there are enough qualified, skilled and experienced people, who receive effective support, supervision and development. They work together effectively to provide safe care that meets people’s individual needs.
  7. Quality Statement: Involving people to manage risks.
    We work with people to understand and manage risks by thinking holistically so that care meets their needs in a way that is safe and supportive and enables them to do the things that matter to them.
  8. Quality Statement: Safe environments.
    We detect and control potential risks in the care environment. We make sure that the equipment, facilities and technology support the delivery of safe care.


  1. Quality Statement: Assessing needs.
    We maximise the effectiveness of people’s care and treatment by assessing and reviewing their health, care, wellbeing and communication needs with them.
  2. Quality Statement: Delivering evidence-based care and treatment.
    We plan and deliver people’s care and treatment with them, including what is important and matters to them. We do this in line with legislation and current evidence-based good practice and standards.
  3. Quality Statement: How staff, teams and services work together.
    We work effectively across teams and services to support people. We make sure they only need to tell their story once by sharing their assessment of needs when they move between different services.
  4. Quality Statement: Supporting people to live healthier lives.
    We support people to manage their health and wellbeing so they can maximise their independence, choice and control. We support them to live healthier lives and where possible, reduce their future needs for care and support.
  5. Quality Statement: Monitoring and improving outcomes.
    We routinely monitor people’s care and treatment to continuously improve it. We ensure that outcomes are positive and consistent, and that they meet both clinical expectations and the expectations of people themselves.
  6. Quality Statement: Consent to care and treatment.
    We tell people about their rights around consent and respect these when we deliver person-centred care and treatment.


  1. Quality Statement: 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.
  2. Quality Statement: Treating people as individuals.
    We treat people as individuals and make sure their care, support and treatment meets their needs and preferences. We take account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.
  3. Quality Statement: Independence, choice and control.
    We promote people’s independence, so they know their rights and have choice and control over their own care, treatment and wellbeing.
  4. Quality Statement: Responding to people’s immediate needs.
    We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.
  5. Quality Statement: Workforce well-being and enablement.
    We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.


  1. Quality Statement: 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.
  2. Quality Statement: Care provision, integration and continuity.
    We understand the diverse health and care needs of people and our local communities, so care is joined-up, flexible and supports choice and continuity.
  3. Quality Statement: Providing information.
    We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs.
  4. Quality Statement: Listening to and involving people.
    We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.
  5. Quality Statement: Equity in access.
    We make sure that everyone can access the care, support and treatment they need when they need it.
  6. Quality Statement: Equity in experiences and outcomes.
    We actively seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. We tailor the care, support and treatment in response to this.
  7. Quality Statement: Planning for the future.
    We support people to plan for important life changes, so they can have enough time to make informed decisions about their future, including at the end of their life.


  1. Quality Statement: Planning for the future.
    We support people to plan for important life changes, so they can have enough time to make informed decisions about their future, including at the end of their life.
  2. Quality Statement: Capable, compassionate and inclusive leaders.
    We have inclusive leaders at all levels who understand the context in which we deliver care, treatment and support and embody the culture and values of their workforce and organisation. They have the skills, knowledge, experience and credibility to lead effectively. They do so with integrity, openness and honesty.
  3. Quality Statement: Freedom to speak up.
    We foster a positive culture where people feel that they can speak up and that their voice will be heard.
  4. Quality Statement: Workforce equality, diversity and inclusion.
    We value diversity in our workforce. We work towards an inclusive and fair culture by improving equality and equity for people who work for us.
  5. Quality Statement: Governance, management and sustainability.
    We have clear responsibilities, roles, systems of accountability and good governance. We use these to manage and deliver good quality, sustainable care, treatment and support. We act on the best information about risk, performance and outcomes, and we share this securely with others when appropriate.
  6. Quality Statement: Partnerships and communities.
    We understand our duty to collaborate and work in partnership, so our services work seamlessly for people. We share information and learning with partners and collaborate for improvement.
  7. Quality Statement: Learning, improvement and innovation.
    We focus on continuous learning, innovation and improvement across our organisation and the local system. We encourage creative ways of delivering equality of experience, outcome and quality of life for people. We actively contribute to safe, effective practice and research.
  8. Quality Statement: Environmental sustainability – sustainable development.
    We understand any negative impact of our activities on the environment and we strive to make a positive contribution in reducing it and support people to do the same.

CareFree is a cloud-based rostering, care management and finance system helping streamline processes to enable home care providers run their business more efficiently whilst reinforcing CQC compliance.

Our digital suite of products ensure records are kept up to date with clear action plans to manage and evidence outcomes, support any unexpected visits or requests from CQC, which can be remotely accessed and work collaboratively with third parties to share the views of people for a smooth transition to ensure clients’ needs are continuously met and they are kept safe.

Contact us today to see how we can support you meet the requirements for the new framework.

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