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   Ongoing local feedback and concerns
• What people, carers and staff tell us
• Complaints
• Information from
local organisations
Pre­inspection information gathering
• People who use services
• National datasets
• CQC records
• Other stakeholders
(e.g. local authorities
and CCGs)
• The provider
On­site inspection
• Includes records and document reviews
Speaking with people who use services, their families and carers, staff and other professionals
• Before inspection visits • During inspection visits • After inspection visits
The FOUR main sources of evidence...
How do the inspection teams gather information?
• We talk with people using the service
• Observe people’s day, the environment,
staff interaction, activity etc.
• We talk with staff about their experiences and their work
• Look at records – do they reflect what we are told and see and hear?
• Get feedback from relatives, visitors and professionals connected with the service
Inspection teams also use a standard set of key lines of enquiry or KLOEs that directly relate to the five key questions listed on page 16.
Within the standard set of KLOEs we have identified a number of mandatory KLOES which inspectors must use on every comprehensive inspection.
Having a set of mandatory KLOEs ensures consistency in what we look at under each of the five key questions and ensures we focus on those areas that matter most. This is vital for reaching a credible rating that allows comparison between similar services.
In addition to the mandatory KLOEs, inspectors may select any of the non­ mandatory KLOEs. They make this selection by using their knowledge of the service, the information available to them before the inspection and their professional judgement.
They will take into account areas of identified risk and how CQC regulates community adult social care services.
If they come across an area of concern or of good practice during an inspection they may decide at that point to look at additional non­mandatory KLOEs.
Each KLOE is accompanied by a number of questions that inspection teams may consider as part of the assessment. We call these prompts.
They are not an exhaustive list and are not used as a checklist. Additionally we have listed potential sources of evidence for each KLOE to support inspectors in the inspection process.
Inspection teams use evidence from four main sources of evidence (see diagram above) in order to answer the key lines of enquiry (KLOE):
Information from Intelligent Monitoring, including
Information from the ongoing
relationship with the provider (including that provided in the
  information from people who use services and their families and carers.
Provider Information Return when available).
Information from the inspection
visit itself (including reviews of records).
Information from speaking with
people who use services, their families and carers, staff and other
  Sue comments: CQC Inspectors always look for best practice and the ‘good’ in a service through asking a range of questions of people, the provider, the manager and staff and themselves. Where they find good provision they will then also look to see if there is evidence of outstanding care as well.
Note: CQC have published guidance for providers on our website visit:
This area covers a wide range of information and forms including registration, the regulations and how we inspect visit:­providers
There is also information about what we do and easy access to our published inspection reports on the CQC website for the public where you can contact us visit:­we­regulate
health and care professionals.

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