“We’ve got things wrong in the implementation of our new regulatory approach,” says Kate Terroni. The Interim Chief Executive of the Care Quality Commission has apologised for failing to deliver the changes the regulator had promised and admits that things have been made more difficult than they should be. “We’re not where we want to be, and we’re determined to put things right,” she adds.
Kate Terroni stepped into the role of Interim Chief Executive when Ian Trenholm resigned at the beginning of this month (July). She says the purpose and mission of the CQC remain unchanged, and that the strategy set out in 2021 is the right one, which will result in a smarter regulator. She stresses her commitment to: “Urgently and rapidly improve how we’re using our regulatory approach and to making the changes we need to steer us in the right direction.”
Acknowledging the technical problems and challenges within the portal, as well as issues with how the CQC manages relationships with providers, leaving many left unsupported, Kate acknowledges that many of the current issues were anticipated and flagged by providers and CQC staff, but they were not acted upon.
“We want to use the passion and expertise of our people, and the willingness of partners, providers and people who use services to collaborate with us to get back on track,” she says.
The CQC has set out three urgent and immediate areas of action:
• Improve how we’re using our regulatory approach
• Fix and improve our provider portal
• Rethink our ways of working
In addition, Kate wants to work with people who use services, providers and partners to agree more actions and develop solutions together.
“I have worked in the health and social care sector since my first job as a carer at 18. I've never lost sight of the need for high-quality, person-centred care. I’m clear that as a regulator, we’re here on behalf of people using services and it’s our role and responsibility to share best practice that is making a difference to people’s lives as well as to call out poor-quality care,” she says.
“We have the strategy, great people and honest feedback from partners to enable us to be the strong regulator that people who use health and care need us to be. Getting these changes right will help providers deliver better care. I hope that you’ll allow us to work with you to rebuild trust to achieve this.”
