March 27, 2025
by Aemulator Admin
by Aemulator AdminCare Quality Commission’s (CQC) technology failures
An independent review conducted by IT expert Peter Gill has identified that the Care Quality Commission’s (CQC) technology failures were primarily due to a failed organisational transformation. The review found that while the regulatory platform and provider portal are salvageable, they require substantial development and rebuilding.
Key Findings:
- Technical Issues: The regulatory platform and provider portal faced multiple challenges, including an overly complex assessment process, poor user experience during registration, low usage of the provider portal for notifications, and data quality concerns.
- Cultural Concerns: The review highlighted fundamental cultural issues where staff felt their concerns were not addressed, negatively impacting their mental and physical health. Additionally, data was not prioritized appropriately within the organization.
- Financial Implications: Since its inception in July 2019, the regulatory transformation program has cost £99 million, with most anticipated benefits yet to be realized.
Recommendations:
The report outlines 23 recommendations across five areas:
- Culture: Foster an environment where data is considered critical and strategically important.
- Governance: Establish robust governance with clear roles and responsibilities.
- Operating Model: Redefine operational structures to support effective technology use.
- Change Management: Implement best practices for managing organizational change.
- Data and Digital: Enhance digital systems and data management practices.
The CQC’s Board has accepted these recommendations and plans to undertake the necessary development and rebuilding work, primarily utilizing internal resources with some external support.
For a detailed overview, you can access the full report on the CQC’s website.
