What are CQC quality statements?

The Care Quality Commission (CQC) now inspects and regulates services using its updated Assessment Framework. At the heart of this model are the quality statements - plain-language expectations that set out what good care looks like from a service user’s perspective.

But what exactly are quality statements, and why do they matter to health and social care organisations?

What are CQC quality statements?

Quality statements replaced the old Key Lines of Enquiry (KLOEs). Instead of detailed inspection prompts, the CQC sets out clear, user-focused statements linked to its five key questions:

An integrated compliance strategy changes this:

• Safe

• Effective

• Caring

• Responsive

• Well-led.

Each statement is written in a way that reflects the lived experiences of people who use services. For example:

“We listen to and act on people’s feedback.”

“We have the right staff, with the right skills, in the right place.”

Why are quality statements important?

Quality statements are more than inspection tools. They are benchmarks for governance and culture. Providers are expected to:

• Align policies, procedures, and training with the statements

• Show evidence of lived experience feedback from service users

• Demonstrate continuous improvement, not just compliance.

In short, quality statements connect governance systems with people’s day-to-day experiences.

How are quality statements assessed?

CQC inspectors collect evidence across six categories:

• People’s experiences of care

• Feedback from staff and leaders

• Observation of care

• Processes (policies, procedures, risk assessments)

• Outcomes (data, audits, performance reports)

• Feedback from partners and stakeholders.

Your compliance evidence should map directly to the relevant quality statement.

What providers should do now

To prepare for inspections under the updated CQC framework, providers should:

• Map policies and procedures to each quality statement

• Update training and CPD so staff understand the expectations

• Use digital compliance systems like ComplyPlus™ to track evidence

• Gather lived experience feedback systematically (surveys, focus groups, complaints, compliments)

• Embed continuous improvement cycles (plan, do, review).

Quick FAQs about CQC quality statements

Q: Are quality statements the same as KLOEs?

A: No. KLOEs were inspector prompts; quality statements are service user–focused expectations.

Q: Do they apply to all providers?

A: Yes — they apply across NHS, private, and voluntary sectors.

Q: How should I evidence them?

A: Through policies, training logs, audits, governance records, and structured feedback systems.

Summary

The CQC’s quality statements sit at the centre of its updated Assessment Framework. They replaced KLOEs and focus on what matters most to people using services, i.e., safety, effectiveness, caring, responsiveness, and leadership.

Health and social care providers must align governance, training, and compliance evidence with each statement, ensuring lived experiences and feedback drive improvement. Digital compliance systems, such as ComplyPlus™, help organisations link policies, audits, and training to quality statements, supporting robust governance and strong inspection outcomes.

Want to see how digital compliance tools can make this easier?

Click here to learn more about ComplyPlus™, our integrated regulatory compliance management software.