Dr Richard Dune

26-06-2025

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Explore how survey questions based on ‘I statements’ support inspections, quality improvement, and regulatory compliance across all five key CQC domains

The Care Quality Commission (CQC) has reshaped its approach to regulation with a bold and people-powered lens, placing the lived experiences of people receiving care at the heart of its new Single Assessment Framework (SAF). At the centre of this transformation are the ‘I statements’, a set of simple yet powerful expressions that capture what truly matters to people.

Whether it's “I feel safe and supported to manage any risks” or “I am treated with dignity and respect”, these statements offer a human-centred view of care quality, guiding inspections, audits, and self-assessments.

In this blog, Dr Richard Dune explores how ‘I statements’ are embedded within the CQC framework, how providers can use targeted survey questions to measure them, and how solutions like ComplyPlus™ and our statutory and mandatory training courses can support your compliance journey.

Understanding the CQC Single Assessment Framework

The CQC Single Assessment Framework asks five essential questions of every health and social care provider:

• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?

Each question is supported by quality statements (expressed as ‘we statements’), setting expectations for behaviour, leadership, and performance across services.

But instead of focusing solely on systems and processes, the SAF uses ‘I statements’ to gather insights from those who matter most: people using services. These insights are then explored through surveys, inspections, interviews, and real-time feedback.

What are ‘I statements’?

‘I statements’ are written from the first-person perspective of individuals receiving care. They describe what good care feels like and act as practical tools for measuring the quality of interactions, relationships, outcomes, and trust. Examples include:

• “I am supported to live the life I want.”
• “I feel safe and understand the risks.”
• “I feel empowered and actively involved in decisions about my care.”

These statements originate from Think Local Act Personal (TLAP) and have been co-produced with people who use services and their families to reflect authentic lived experiences.

The table below outlines how the I statements are aligned with the five key questions that the CQC asks of all health and social care providers.

Table 1 - I statements and the CQC key questions

Why do the I statements matter?

‘I statements’ serve three critical roles:

• Anchor inspections in the experiences of people receiving care.
• Evaluate quality across the five key CQC domains.
• Empower providers to co-design services that are inclusive, respectful, and meaningful.

At The Mandatory Training Group, we support providers in aligning their practice with these expectations through ComplyPlus™, our all-in-one compliance platform, and our suite of accredited training courses.

Breaking down the ‘I statements’ by CQC domains

Let’s explore each domain with sample ‘I statements’ and survey questions that help you measure and improve performance in real terms.

Safe ‘I statements’- Feeling protected and in control

• “I feel safe and supported to understand and manage any risks."
• “I am protected from abuse and avoidable harm.”
• “I have confidence in the competence of the staff providing my care.”

Safety-related survey questions include:

• Do you feel supported to manage risks in your care?
• Are you protected from neglect, abuse, or avoidable harm?
• Do staff respond appropriately to safety concerns?

Why do safety-related I statements matter?

Safety isn’t just clinical, it’s emotional and relational. People who feel safe are more likely to engage in care, raise concerns, and recover well.

Effective ‘I statements’ - Right care, right time, right way

• “I get the support I need, when I need it, in the way that works for me.”
• “I am supported to make informed decisions.”
• “My care achieves good outcomes and helps me maintain my quality of life.”

Effectively related survey questions include:

• Is your care well-coordinated across teams?
• Are your preferences reflected in your care plan?
• Do you feel empowered to request the support you need?

Why do effective-related ‘I statements’ matter?

Effective care must be proactive, collaborative, and evidence-based. It’s about delivering care that enables people to live independently, safely, and meaningfully.

Caring ‘I statements’ - Respect you can feel

The ‘I statements’ related to the caring domain include:

• “People treat me with kindness, compassion, and respect.”
• “My dignity is respected.”
• “I feel listened to and understood.”

Caring-related survey questions include:

• Are you treated with empathy and respect at all times?
• Do you feel safe expressing your feelings and needs?
• Are your identity, values, and culture acknowledged in care?

Why do caring-related ‘I statements’ matter?

Compassion is a core skill, not a soft skill. Training staff to build trust, show empathy, and honour personal dignity is essential, and we offer the tools to help with that.

Explore our Caring and Compassionate Care training to help your staff develop the emotional intelligence needed to meet this standard.

Responsive ‘I statements’ - Person-led, not system-led

‘I statements’

• “I can get help when I need it, and it works for me.”
• “I am involved in planning my care.”
• “My needs and preferences are understood and respected.”

Responsive-related survey questions include:

• Is your care plan flexible and personalised?
• Are you supported during transitions or changes in your care?
• Do you know how your feedback is used to improve services?

Why do responsive-related ‘I statements’ matter?

Responsiveness means adjusting care around the person, not expecting people to adjust to the service. Our Person-Centred Care courses empower your workforce to respond in real time to what matters most.

Well-led ‘I statements’ - Leadership that builds trust

‘I statements’

• “I feel confident that the organisation is well run.”
• “I am involved in shaping the service I receive.”
• “I feel empowered and aware of my rights.”

Well-led related survey questions include:

• Do you trust leadership to act in your best interests?
• Is the service transparent and open about decisions and changes?
• Are staff motivated, supported, and fairly treated?

Why do well-led, related " I statements matter?

Great care begins with great leadership. Our Leadership and Management programmes and ComplyPlus™ platform are designed to support governance, compliance, and culture change at every level of your organisation.

Using survey questions to drive improvement

Survey questions mapped to ‘I statements’ give providers direct insight into how people experience their care. They support:

• Evidence gathering for inspections
• Real-time service feedback
• Internal audits and quality assurance
• Person-centred reviews and goal setting.

Want help implementing these? Contact us to see how ComplyPlus™ can digitise this process.

How ‘I statements’ are used in practice

The CQC uses ‘I statements’ to:

• Anchor quality statements and inspection judgments
• Drive evidence collection through surveys and interviews
• Encourage providers to self-reflect and co-produce services
• Embed people-first values across care settings.

Health and social care providers can integrate them into:

• Care planning and reviews
• Staff training and induction
• Governance and quality improvement systems.

Real impact, real results

When care is aligned with ‘I statements’, it’s not only safer, more responsive, and effective, but it also feels right. It reassures people that their voice matters, their identity is respected, and their well-being is the focus.

That’s the kind of care every regulator values. That’s the kind of care every person deserves.

Final thoughts - From compliance to co-production

CQC 'I statements' offer a blueprint for services that don't just meet standards, but exceed expectations. At The Mandatory Training Group, we’re here to help you embed them meaningfully, measurably, and sustainably.

• Start by exploring ComplyPlus™, our intelligent compliance platform
• Train your team with our statutory and mandatory training courses
• Or contact us for support on aligning with CQC’s Single Assessment Framework
• Together, let’s move from paperwork to people-work. From systems to stories. From compliance to care.

Explore the ComplyPlus™ suite

One platform. Endless possibilities.

• ComplyPlus™ E-Learning Courses (CPD-accredited online courses)
• ComplyPlus™ Compliance Centre - Live dashboards, inspection readiness
• ComplyPlus™ LMS - Sector-specific learning management system
• ComplyPlus™ TMS - Internal training tracking & CPD audits
• ComplyPlus™ Policies & Procedures - Fully editable & CQC/Ofsted-ready
• ComplyPlus™ Legal - Contracts, employment docs, and HR templates.