Striving for Outstanding
The Skills for Care Outstanding care checklist, adapted for The Vesey — with our evidence mapped against each statement. Plus curated learning resources from The Outstanding Society.
The Outstanding Society
Free membership available for registered managers
The Outstanding Society provides virtual meetings, learning resources, and a community of Outstanding-rated care providers. Membership is free and includes access to all recorded meetings, podcasts, and the monthly Outstanding Voices magazine.
New — Effective 24th April 2026
Step-by-Step Outstanding Staff Guide
A comprehensive domain-by-domain guide for every Vesey team member — clinical and non-clinical. What Outstanding looks like in practice, step-by-step actions by frequency, the 8-month monthly schedule, and the evidence pack you need to build. Distribute to all staff.
Outstanding Evidence Documents — Download All
All created and approved 24th April 2026. These six documents form the operational backbone of The Vesey's Outstanding journey — use them monthly, present them at governance, build the evidence trail.
⭐ Outstanding Staff Guide
TVH-OUT-GDE-001 · Domain-by-domain steps for all staff
⬇ PDF · ⬇ Word
🎯 Vision & Values
TVH-VIS-001 · Staff sign-off document · Display in all staff areas
⬇ PDF · ⬇ Word
📊 Evidence Dashboard
TVH-OUT-TRK-001 · Monthly RAG tracker · 28 evidence items
⬇ Excel
📈 Patient Outcomes Tracker
TVH-PAT-OUT-001 · Track clinical improvement over time
⬇ Excel
💡 Innovation Log
TVH-INV-LOG-001 · Staff ideas → implemented improvements
⬇ Excel (inc. 7 starter ideas)
🙋 Staff Satisfaction Survey
TVH-HR-SAT-001 · Annual · Outstanding threshold: >80%
⬇ Excel
🚨 Immediate Actions — Do These Today
These three actions take less than 30 minutes and create the foundation for Outstanding.
1. CQC Provider Portal — 10 minutes
Update provider name from BCSZ Ltd to The Vesey Private Hospital. Update contact email from ben.royal@bcsz.ltd to reception@thevesey.co.uk. Log in at cqc.org.uk/provider-portal.
2. Vision & Values — 20 minutes
Download and read TVH-VIS-001 with every staff member. Ask each person to sign it. File signed copies in the governance file. This is the single most powerful action for Outstanding Well-Led.
3. Outstanding Society Membership — 5 minutes
Join free at theoutstandingsociety.co.uk/membership. Immediately access 30+ recorded meetings featuring CQC inspectors and Outstanding-rated providers. Document the membership as Well-Led evidence.
The Outstanding Arithmetic — How Ratings Are Calculated
2
key questions must be Outstanding
3
remaining must be at least Good
0
individual quality statements scoring 1 or 2
18–24
months realistic timeline from today
Well-Led
+ Caring — our primary Outstanding targets
Outstanding Care Checklist
Skills for Care — 48 statements for Outstanding-rated care, with The Vesey's evidence mapped to each. Tick items as your team reviews them.
0 / 48
items reviewed
☐
"We have comprehensive and innovative safeguarding approaches, involving people and external expertise."
Our evidence:
Named Safeguarding Lead, MASH contacts displayed, quarterly safeguarding debriefs, LSAB engagement
☐
"We have comprehensive safety management systems. People are kept exceptionally safe, supported by highly competent staff."
Our evidence:
Incident register, risk register, mandatory training at 95%+, safer staffing risk assessment
☐
"Our people and staff are encouraged and empowered to raise concerns about safeguarding."
Our evidence:
Freedom to Speak Up, no-blame incident reporting culture, staff survey evidence
☐
"We involve people to the maximum extent in helping them to manage risks, including taking positive risks."
Our evidence:
Person-centred risk assessments, patient involvement in risk planning, consent documentation
☐
"We work creatively to ensure people are supported to manage medicines."
Our evidence:
Medicines management policy, MHRA alerts actioned, medicines audit, patient education on medicines
☐
"We're creative in how we support people who lack capacity to make decisions about medicines."
Our evidence:
MCA policy, best interests decisions documented, IMCA referral pathway
☐
"When things go wrong, we thoroughly investigate and seek sustainable improvements."
Our evidence:
Root cause analysis, duty of candour, learning shared at team meetings, governance action log
☐
"We work with leading organisations to ensure care is at the forefront of the latest research and best practice."
Our evidence:
NICE guideline monitoring, NHS England alerts, Skills for Care engagement
☐
"Our staff are exceptionally well trained and supported. All training is tailored to individual needs and further development opportunities are provided."
Our evidence:
Training matrix with CPD plans, Skills for Care endorsed training, supervision records
☐
"The people we support actively contribute to how we train and develop our staff."
Our evidence:
Patient feedback incorporated in training reviews, NPS used to shape service development
☐
"We constantly monitor people's care – involving them as much as possible – and acting promptly when changes are identified."
Our evidence:
Abnormal results daily review, clinical audit programme, NPS closed-loop callbacks
☐
"We receive praise from all external healthcare professionals and other experts we engage with."
Our evidence:
Doctify 4.87/5 from 350+ reviews, Trustpilot 30 reviews, consultant feedback, GP communications
☐
"We ensure that when people move between services, this is expertly managed."
Our evidence:
Referral management policy, discharge letter turnaround 2 working days, 2-week wait same-day action
☐
"Our service works collaboratively with other organisations to consistently deliver joined-up care."
Our evidence:
NHS referral pathways for 25+ specialties, GP communication protocols
☐
"Where people have complex or continued health needs, our staff always seek to improve their care."
Our evidence:
Complex case review, specialist referral pathways, multidisciplinary communication
☐
"We seek new technologies and equipment to make sure that people live with as few restrictions as possible."
Our evidence:
Digital booking, telehealth/video consultations, Randox blood testing, Hemocue IQC
☐
"Our staff are highly skilled in seeking consent and we constantly look to how we improve this further."
Our evidence:
Consent policy and procedure, MCA training mandatory, Montgomery v Lanarkshire standards
☐
"Best-interest decisions are always made in accordance with legislation and people's wishes."
Our evidence:
MCA Best Interests policy, documented decisions with rationale, LPA identification process
☐
"Where restrictions are needed, we keep them under constant review and only use when absolutely necessary."
Our evidence:
MCA five principles applied, restriction review, least restrictive option principle
☐
"Our staff are highly motivated and exceptionally compassionate."
Our evidence:
Doctify score 4.87/5, staff satisfaction evidence, supervision showing wellbeing support
☐
"We use creative ways to get to know the people we support. Our staff are given time to build relationships."
Our evidence:
Longer consultation slots, health assessment programme with personalised review, named clinicians
☐
"We have innovative ways to involve people and voice their opinions to improve the quality of care."
Our evidence:
NPS with closed-loop callbacks, Doctify, Trustpilot, complaints as improvement driver
☐
"We dedicate time to helping people access sources of information and assistance, including the use of advocates."
Our evidence:
Patient information in clinic, QR codes to digital resources, IMCA pathway, NHS signposting
☐
"People's privacy and dignity is expertly managed and embedded into everything we do."
Our evidence:
Privacy screens on all workstations, single consulting rooms, IG policy, GDPR compliance
☐
"Our staff are exceptionally skilled at communicating effectively. Information is provided in multiple formats."
Our evidence:
Website accessibility, telephone and video consultations, WhatsApp patient channel
☐
"We seek best practice and challenge discrimination at all times, including people's protected characteristics."
Our evidence:
Equality and Diversity policy, staff training, Equality Act 2010 compliance
☐
"Person-centred care is exceptional. Our staff use innovative ways to involve people and their families in their care plans."
Our evidence:
Personalised health assessments with written action plans, patient portal, family involvement
☐
"We embrace cultural differences, promote independence and autonomy."
Our evidence:
Multi-lingual materials available, diverse clinical team, cultural competency training
☐
"Our staff have an excellent understanding of people's social and cultural diversity."
Our evidence:
ED&I training, diversity of specialist services, social prescribing, mental health signposting
☐
"People play a key role in helping us comprehensively investigate and respond to complaints."
Our evidence:
Complaints as improvement driver, patient involvement in service development, Centre Improvement Plan
☐
"We're particularly skilled at supporting people at the end of their life, including advance care planning."
Our evidence:
Advance care planning process, palliative care referral pathways, Birmingham Hospice links
☐
"We work closely with external healthcare professionals to ensure our end of life care is exceptional."
Our evidence:
Palliative care referral pathways, GP communication, BSMHFT links, GSF awareness
☐
"We use innovative ways to help people to discuss and decide about their care arrangements."
Our evidence:
Telehealth, flexible appointments 8am–8pm 7 days, accessible ground-floor facilities, hearing loop
☐
"We have a key role in our local community, including actively creating new links."
Our evidence:
Sutton Coldfield community presence, corporate health partnerships, EPP sports collaboration
☐
"We look to external accreditation schemes to recognise our high-quality care."
Our evidence:
CQC registration, Doctify partnership, Trustpilot, GMC/NMC/HCPC registered clinicians
☐
"We strive for excellence via consultation, research and reflective practice."
Our evidence:
Clinical audit programme, NICE integration, reflective supervision, Skills for Care network
☐
"We have an open and transparent culture. People are at the heart of our service and play a key role in developing our vision, values and strategy."
Our evidence:
Duty of Candour policy, NPS programme, patient involvement in governance, open-door management
☐
"Our staff are highly satisfied and are proud of the care we provide."
Our evidence:
Staff supervision records, annual appraisals, workforce wellbeing support, low vacancy rate
☐
"Our managers and leaders are highly capable and fully supported to deliver a well-led service."
Our evidence:
Ben Royal as Registered Manager, Skills for Care registered manager network, governance CPD
☐
"Governance at our service is well-embedded and highly accountable. We have exceptional systems and processes."
Our evidence:
Monthly governance meetings, 12-month schedule, comprehensive 22-item agenda, minutes retained 10 years
☐
"We offer comprehensive and trusted methods to enable people to speak up, ensuring their voice is heard."
Our evidence:
Freedom to Speak Up, complaints procedure, NPS closed-loop, patient engagement in service development
☐
"We welcome constructive challenge from people to further strengthen our service."
Our evidence:
NPS programme, complaint investigation, Centre Improvement Plan, governance action log
☐
"Our managers and leaders deliver the very best wellbeing support to our workforce."
Our evidence:
Staff supervision policy, lone working policy, health and safety assessments, appraisal framework
☐
"We invest in ensuring we have a diverse workforce and fully supported around their continued development."
Our evidence:
ED&I policy, mandatory training including diversity, diverse clinical team, Skills for Care CPD
☐
"People are central to our robust and regular quality assurance, helping drive continual improvement."
Our evidence:
NPS in governance reporting, patient involvement in audit, complaints as QI driver
☐
"We are at the forefront of adopting and promoting best practice around environmental sustainability."
Our evidence:
Environmental policy in place, energy efficiency, waste management, sustainability on governance agenda
☐
"We have an excellent track record of being an inspiration to other care services."
Our evidence:
CQC registration, community partnerships, Outstanding Society engagement, sector network participation
☐
"We strive for excellence via consultation, research and reflective practice."
Our evidence:
Clinical audit programme, NICE guidance integration, reflective supervision, peer networks
How to use this checklist: Tick each statement as your team reviews and confirms the evidence is in place. Ticked items are saved in your browser session. Use the domain filters to focus on one area at a time. The progress bar shows your overall completion. Download the checklist as a Word document from the Staff Document Portal for your governance file.
The Outstanding Society — Staff Learning Videos
15 curated recordings from The Outstanding Society's virtual meetings, 2022–2026. Each includes CQC inspectors, Skills for Care specialists, and Outstanding-rated providers sharing real-world evidence and inspection insights.
Well-Led
January 2026
From Good to Outstanding — Presenting Evidence to CQC That Tells Your Story
Sarah Slater (Home Instead Rugby), Rob Hargreaves (Skills for Care)
How to structure CQC evidence to achieve Outstanding — directly relevant to all 34 QS pages
Watch on Vimeo →
Well-Led
November 2025
New CQC Inspection Process — Achieving a 3rd Consecutive Outstanding Rating
Jo Anne Wilson (provider), Chris Day (CQC Director of Engagement)
First-hand experience of the new SAF inspection process and what secured Outstanding
Watch on Vimeo →
Well-Led
February 2025
CQC Update — Single Assessment Framework Latest
Chris Day, CQC Director of Engagement
SAF implementation update — current inspection expectations from senior CQC leadership
Watch on Vimeo →
Well-Led
November 2024
CQC Update — Quality Statements in Practice
Chris Day, CQC Director of Engagement
How Quality Statements are assessed in practice — essential for understanding evidence requirements
Watch on Vimeo →
Well-Led
January 2024
Unlocking Excellence — Outstanding Practice Against Quality Statements
CQC and Skills for Care guests
Concrete examples of Outstanding practice mapped to the 34 Quality Statements
Watch on Vimeo →
Well-Led
July 2023
The Inspector Calls — Inside Knowledge from a Former CQC Inspector
Jenny Pattinson (former CQC inspector, 11 years at CQC)
Insider view of what inspectors actually look for — valuable for self-assessment
Watch on Vimeo →
Well-Led
August 2023
Change CQC Inspection Outcomes — Fair Challenge Through Evidence
The Outstanding Society Directors
How to challenge inspection findings and present compelling counter-evidence effectively
Watch on Vimeo →
Well-Led
November 2022
Preparing for a New Era of Inspection
Sophie Hargan & Melissa Boulton (CQC Inspectors), Rob Hargreaves (Skills for Care)
CQC inspectors explain the new assessment approach — foundational for inspection preparation
Watch on Vimeo →
Effective
September 2023
Innovative Training — Evidencing Quality for CQC
The Outstanding Society Directors
How innovative training approaches satisfy CQC Regulation 18 and evidence requirements
Watch on Vimeo →
Safe
March 2024
Patient Safety Incident Response — Governance and Insurance
Ed Farthing (Howden Insurance) and OS Directors
Patient safety incident response, CQC learning from incidents, governance frameworks
Watch on Vimeo →
Caring
May 2024
Workforce Wellbeing — Practical Ways to Support Your Team
OS Directors co-host with Skills for Care
Staff wellbeing strategies that satisfy CQC Regulation 18 and Well-Led workforce expectations
Watch on Vimeo →
Responsive
June 2024
Embracing Diversity — CQC Deputy Director Perspective
Dr Michael Brady (NHSE), Gill Hodgson-Reily (CQC Deputy Director), Rob Hargreaves (Skills for Care)
CQC perspective on equity, diversity and inclusion — relevant to Responsive quality statements
Watch on Vimeo →
Responsive
April 2022
Using Complaints to Drive Improvement
Donna Campbell (Local Government & Social Care Ombudsman), Rob Hargreaves (Skills for Care)
Converting complaints into CQC evidence for Well-Led and Responsive quality statements
Watch on Vimeo →
Well-Led
September 2025
AI in Social Care — Starting Small, Growing Smarter
Joint webinar with Skills for Care
Digital innovation in care — relevant to Environmental Sustainability and Well-Led quality statements
Watch on Vimeo →
Caring
November 2023
Winter Wellbeing — Staff Retention and CQC Outcomes
Panel of Outstanding care providers
Evidencing key staff wellbeing and retention strategies for CQC Well-Led and Caring domains
Watch on Vimeo →Additional Resources from The Outstanding Society
📚 Learning Lounge
Key takeaways from Care Show presentations
📰 Outstanding Voices
Monthly magazine: CQC ratings, good news, best practice
🎙 Podcasts
Care Insights, Social Care Spotlight, Careology
🔧 Skills for Care Toolkit
Inspection toolkit aligned to all 34 Quality Statements
📖 GO Guide — SAF Edition
Good and Outstanding care guide updated for SAF
⚖️ CQC Guidance Hub
All current CQC guidance for registered providers