The Care Quality Commission recently released their 3 year business plan for 2021-24.
Interestingly, in the plan they mention "if we are not an effective, proportionate, targeted and dynamic regulator, then we will fail to maintain the trust and confidence of the public, stakeholders and providers of services, and as a result we will be unable to ensure the quality of care for people using services and deliver our strategic outcomes".
If we don't regularly review our processes, standards, and quality of service, how can any of us confidently say that we deliver a service which ensures our customers trust and have confidence in our ability to support them?
Doesn't this mindset apply to all businesses?
How are we able to ensure our own quality of service is the very best that it can be, without the mechanisms in place to support continuous improvement?