Member Benefits: Protocols Library - Care Quality Commission (CQC) Index

Policies, Protocols and Procedures by CQC Key Question / Key Line of Enquiry (KLOE)

Note - Key question / KLOE descriptions taken directly from 'How CQC regulates: NHS GP practices and GP out-of-hours services: Appendices to the provider handbook October 2014'.

Members can access an index relating to each of the 24 KLOEs. Each index lists those policies, protocols, procedures or documents in the policies and procedures library which form evidence for each CQC Key Question / Key Line of Enquiry (KLOE). Each KLOE index shows relevant prompts and supporting policies and procedures.



CQC Description: By safe, we mean that people are protected from abuse* and avoidable harm. *Abuse can be physical, sexual, mental or psychological, financial, neglect, institutional or discriminatory abuse.

Key Lines of Enquiry:

S1 - What is the track record on safety?

S2 - Are lessons learned and improvements made when things go wrong?

S3 - Are there reliable systems, processes and practices in place to keep people safe and safeguarded from abuse?

S4 - How are risks to individual people who use services assessed, and their safety monitored and maintained?

S5 - How well are potential risks to the service anticipated and planned for in advance?



CQC Description: By effective, we mean that people’s care, treatment and support achieves good outcomes, promotes a good quality of life and is based on the best available evidence.

Key Lines of Enquiry:

E1 - Are people’s needs assessed and care and treatment delivered, in line with current legislation, standards and evidence-based guidance?

E2 - How are people’s care and treatment outcomes monitored and how do they compare with other similar services?

E3 - Do staff have the skills, knowledge and experience to deliver effective care and treatment?

E4 - How well do staff and services work together to deliver effective care and treatment?

E5 - Do staff have all the information they need to deliver effective care and treatment to people who use services?

E6 - Is people’s consent to care and treatment always sought in line with legislation and guidance?

E7 - How are people supported to live healthier lives?



CQC Description: By caring, we mean that staff involve and treat people with compassion, kindness, dignity and respect.

Key Lines of Enquiry:

C1 - Are people treated with kindness, dignity, respect and compassion while they receive care and treatment?

C2 - Are people who use services and those close to them involved as partners in their care?

C3 - Do people who use services and those close to them receive the support they need to cope emotionally with their care and treatment?



CQC Description: By responsive, we mean that services are organised so that they meet people’s needs.

Key Lines of Enquiry:

R1 - Are services planned and delivered to meet the needs of people?

R2 - Do services take account of the needs of different people, including those in vulnerable circumstances?

R3 - Can people access care and treatment in a timely way?

R4 - How are people’s concerns and complaints listened and responded to and used to improve the quality of care?



CQC Description: By well-led, we mean that the leadership, management and governance of the organisation assures the delivery of high-quality person-centred care, supports learning and innovation, and promotes an open and fair culture.

Key Lines of Enquiry:

W1 - Is there a clear vision and strategy to deliver high-quality care and promote good outcomes for people?

W2 - Do the governance arrangements ensure that responsibilities are clear and that quality, performance and risks are identified, understood and managed?

W3 - How does the leadership and culture reflect the vision and values, encourage openness and transparency and promote good quality care?

W4 - How are people who use the service, the public and staff engaged and involved?

W5 - How are services continuously improved and sustainability ensured?

Presentations & Handouts from the FPM CQC Roadshow

Members can download the presentations and handouts from this 2013's FPM CQC Roadshows. The documents available include training passports, CQC inspector welcome pack template and Rachael Duff’s complete welcome pack for reference. The presentations from our main speaker Kate Hodkinson are also available. Kate’s presentations look at how the CQC have progressed in primary care since April 2013 and how to prepare your practice for a CQC inspection.

Preparing for CQC Registration

CQC Spreadsheet(v2) - to help practices keep complete records of their preparation for CQC registration.

Upcoming Events

There are currently no events scheduled.


Practice Manager - Huddersfield

Closing Date: 6 May 2021

Salary: Dependent on experience

Practice Manager - Isle of Wight

Closing Date: 30 April 2021

Salary: £40,000 to £45,000 depending on experience

Practice Business Manager - Hertfordshire

Closing Date: 14 April 2021

Salary: IRO £45,000 - £50,000 pa

Practice Manager - Essex

Closing Date: 31 May 2021

Salary: Salary negotiable depending upon experience

Practice Manager - Huddersfield

Closing Date: 6 May 2021

Salary: Dependent on experience

Practice Business Manager - Hertfordshire

Closing Date: 14 April 2021

Salary: IRO £45,000 - £50,000 pa

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