CQC assesses every service against five key questions. They sit at the heart of registration, inspection, and ratings — so understanding them is the foundation of staying compliant.
For each service, CQC asks whether it is Safe, Effective, Caring, Responsive, and Well-led. These five questions are the constant foundation of the assessment framework.
Beneath each question sits a set of detailed standards. CQC has described these as Key Lines of Enquiry (KLOEs) and, more recently, as quality statements — but the five key questions remain unchanged.
Getting clear, honest answers ready for each question is the best way to evidence good care and prepare for assessment.
CQC assesses all five questions at every inspection and awards a separate rating for each.
You are protected from abuse and avoidable harm.
“I feel safe and am supported to understand and manage any risks.”
What assessors look at
Your care, treatment and support achieves good outcomes, helps you maintain quality of life, and is based on the best available evidence.
“I have care and support that is co-ordinated, and everyone works well together.”
What assessors look at
Staff involve and treat you with compassion, kindness, dignity and respect.
“I am treated with dignity and respect, and I am involved in decisions about my care.”
What assessors look at
Services are organised so that they meet your needs.
“I can get the care, support and information I need, when I need it.”
What assessors look at
The leadership, management and governance of the organisation make sure it provides high-quality, person-centred care, encourages learning and innovation, and promotes an open and fair culture.
“I am confident the service is well-run and that my feedback leads to change.”
What assessors look at
After assessing the five key questions, CQC awards one of four ratings for each question and an overall rating.
Outstanding
The service is performing exceptionally well.
Good
The service is performing well and meeting expectations.
Requires improvement
The service is not performing as well as it should.
Inadequate
The service is performing badly and action has been taken against it.
Need help evidencing the five key questions?
