(CQC) Key Lines of Enquiry (KLOE)  Inspection Framework

By safe, we mean that people are protected from abuse and avoidable harm. In community care this means that people are supported to make choices and take risks and are protected from physical, psychological and emotional harm, abuse, discrimination and neglect.

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. In community care, this means that people are supported to live their lives in the way that they choose and experience the best possible health and quality of life outcomes.

By caring, we mean that staff involve and treat people with compassion, kindness, dignity and respect. In community care, this means that people, their families and carers experience care that is empowering and provided by staff who treat people with dignity, respect and compassion.

By responsive, we mean that services are organised so that they meet people’s needs. In community care this means that people get the care they need, are listened to and have their rights and diverse circumstances respected.

By well-led, we mean that the leadership, management and governance of the organisation assure the delivery of high-quality, person-centred care, supports learning and innovation, and promotes an open and fair culture. In community care, this means that management and leadership encourage and deliver an open, fair, transparent, supporting and challenging culture at all levels.

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