Developing a customer service strategy to support the new regulatory model

1. Developing a customer service strategy to support the new regulatory model An introductory paper for the Providers Advisory Group

2. CQC is developing a customer service strategy to drive significant improvement in the way our customers experience their interaction with us • What will the customer service strategy do? • CQC’s customer service strategy will define the way we engage with our customers and describe the customer service standard that we want to achieve across all customer touch-points • Why are we developing one? • The customer service strategy will help CQC to realise the following benefits: 1 2 3 2 4

3. A successful customer service strategy must be solidly grounded on deep understanding of who it is that we are trying to serve • What definition of customer are we using for the purposes of developing the strategy? • Our customers: the people we do things to and those people we do things for • People we do things with are considered to be stakeholders rather than customers • Based upon this definition, who are our customers? • From the above definition, our customers are: • the Care Commissioners, • the Healthcare Providers, • the Social Care Providers and • the Users of Health and Social Care Services • Which customer groups have we prioritised? • The development of the customer service strategy will focus on the healthcare and social care providers

4. Our customers We have developed hypotheses about how our customers will be judging the quality of customer service they get from us - approach Finding 2: From this, we have defined hypotheses about how we have an influence on what matters to them and the performance drivers against which our customers will be judging the quality of customer service they get from us Their strategic objectives Our strategic priorities CQC Enablers Finding 3: From this, we have defined hypotheses about how customer service can reinforce the achievement of our own strategic objectives Barriers Finding 1: We have defined hypotheses about the strategic objectives for our prioritised customer groups

5. ASC provider We have developed hypotheses about how our customers will be judging the quality of customer service they get from us - example Finding 2: By communicating clearly what needs to be done to comply with regulation, we facilitate the provider to create the necessary internal appreciation of why this is important, and therefore to actively engage managers and staff in ensuring that good quality standards are met. Clarity and understanding are performance drivers against which our customers will be judging the quality of customer service they get from us. Their strategic objectives Our strategic priorities CQC Enablers Barriers Finding 3: This, in turn, supports three of our strategic priorities: - Making sure that care is centred on people’s needs and protects their rights - Promoting high-quality care, - Regulating effectively, in partnership Finding 1: To provide access to good quality healthcare 5

6. Top-level customer journey

7. We are keen to test and validate the developing thinking on the customer service strategy with providers Step 1 Define strategy and service standards Step 2 Gather requirements and develop prioritisation for interventions Step 3 Develop and implement realisation plan Your involvement Provide customer insight over strategice objectives, needs and standards Provide input into requirements gathering and priorities setting Help assess customer service is realising expected outcomes