Table 3 England

Individual/proactive

Collective/proactive

 • Patients share experience with services in an online form to CQC

 • Annual user surveys to collect user experiences of particular service of interest

 • Inspectors and Experts by Experience speak with children, young people, parents, families, and carers during inspections.

 • National surveys

 • CQC commission community groups and charities to collect user experiences of particular pathways or types of care

 • CQC carries out research and focus groups to collect user experiences of particular pathways or types of care

 • Awareness campaign using social media, digital marketing, charity communications channels and other CQC communication channels to encourage patients and families to share their experiences with CQC

 • Collaboration with national charities to collect information about user experiences via their helplines

 • Collaboration with Healthwatch to produce guidance for local Healthwatch and Inspectors on working with CQC to promote involvement in reviews, on a general basis, and encourage members to submit user experiences to CQC

 • Public online community for involvement in health policy and service design – includes both paid vouchers and self-selected groups

 • Experts-by-experience involvement in thematic reviews (involvement varies depending on topic)

 • Expert advisory group set up as part of inspection approach - including experts-by-experience members

 • Establish user panels and advisory groups (children, mental health)

 • Experts-by-experience used for speaking to people using services, families and organizations, that support them

 • Experts-by-experience assist in registration, thematic reviews, local systems reviews, co-production, advisory groups, promotion of CQC work, and training of inspectors

 • Co-production of events by seldom heard communities

 • “Mystery shoppers” and hidden cameras – CQC has considered this approach but has decided not to conduct covert surveillance

 • User panels (mental health, children and young)

 • Commissioned research with users

 • Data sharing partnership with other websites collecting intelligence from users

Individual/reactive

Collective/reactive

 • Analyses of complaints and concerns from various sources as part of its risk-based supervision of providers, called “intelligent monitoring”