Responsive characteristics

Below is a summary description of how the CQC would characterise an ‘outstanding’ service from the point of view of being responsive.

For a detailed description of the characteristics of an ‘outstanding’ service please click here

  • Services are tailored to meet the needs of individual people and are delivered in a way to ensure flexibility, choice and continuity of care.
  • Staff use innovative and individual ways of involving people and their family, friends and other carers in their care and support plans, so that they feel consulted, empowered, listened to and valued. The care and support plans are reviewed and changed as people’s needs change.
  • Staff have opportunities for learning, development and reflective practice on equality and diversity, both individually and in teams, which influence how the service is developed.
  • People who use the service and others are involved in regular reviews of how the service manages and responds to complaints. The service can demonstrate where improvements have been made as a result of learning from reviews.
  • The service is particularly skilled at helping people and their families or carers to explore and record their wishes about care at the end of their life, and to plan how they will be met so that they feel consulted, empowered, listened to, and valued.
  • The service works closely with healthcare professionals and provides outstanding end of life care. People experience a comfortable, dignified and pain-free death.