The Care Quality Commission (CQC), the regulator tasked with overseeing health and social care services in England, has been facing significant challenges due to persistent IT platform issues. During a Health Select Committee meeting held on January 15, 2025, Ian Dilks, Chair of the CQC, along with Chief Executive Sir Julian Hartley, candidly discussed these problems. The discussion brought to light severe operational delays and backlogs in several critical areas. One of the most pressing issues revealed was that around 500 inspection reports are currently ensnared within the IT system, rendering them irretrievable and causing substantial delays.
Backlog Crisis and Technical Failures
In addition to the entangled inspection reports, Sir Julian Hartley disclosed that the CQC is burdened with a crippling backlog of 5,000 notifications of concern. These notifications encompass major issues and changes reported by care providers, as well as concerns raised by staff and the public. With some cases dating as far back as November 30, 2023, and others from August 19, 2024, it is evident that the CQC’s IT systems have been ineffectual in managing timely reviews and actions. Hartley acknowledged the situation has persisted for months, significantly impairing the CQC’s ability to maintain regulatory oversight. Despite these setbacks, efforts are being made to expedite the resolution of these pending notifications, with the CQC pledging to update the committee on their progress regularly.
A spokesperson for the CQC highlighted the struggles related to publishing inspection reports. As of December 2024, approximately 500 assessments had been pending for over 50 days. This delay in publishing affects the transparency and accountability of care services. The CQC’s technical and operational teams are working tirelessly to resolve these ongoing issues. They are actively exploring system upgrades to forestall similar complications in the future. Importantly, the CQC assured that any urgent actions necessary to safeguard service users have been undertaken promptly, indicating that while systems falter, immediate safety measures remain a priority.
Impact on Credibility and Improvement Efforts
The ongoing IT platform issues are affecting the CQC’s ability to effectively monitor and ensure the quality of care provided by various health and social care services. The delays mean that organizations may not receive timely feedback necessary for improvements, potentially impacting patient care and safety. The CQC’s leaders acknowledged the urgency of resolving these problems to restore the commission’s functionality and efficiency.
