Care Quality Commission

“Kate’s broad media experience gives her a real insight into what works and what doesn’t work in an interview. She was able to offer advice on everything from how to bring your message to life to what colour outfit to wear. During my training Kate gave me much more confidence to face questions from journalists.”
Debbie Westhead - deputy chief inspector for adult social care

  • the brief

    The Care Quality Commission is the independent regulator of health and social care in England. Its inspectors monitor hospitals, GPs, dentists, care homes, mental health services and other services to ensure they are safe, effective, compassionate and of a high-quality.  The CQC believes that good relationships, especially with the public, play a vital part in its work, by helping gather information about services, including local evidence about people's experiences of care.  Therefore regular appearances in both local and national press are important for the commission. The CQC approached Capital B Media to carry out training with several of its inspectors.

  • the action

    Working closely with the communications professionals at the CQC Capital B Media devised a series of bespoke training sessions for key inspection staff. These included the chief inspector and deputy chief inspector for adult social care, and hospital inspectors. The training varied from one- to-one sessions to small group workshops, which for convenience were delivered at CQC offices in Leeds and London. The content of each session was designed after detailed discussions with the CQC and included apposite examples and scenarios, so that it was as relevant as possible.  

  • the outcome

    Participants reported that they felt more prepared to carry out media interviews immediately following the training, and this translated into more appearances in the media in the following months and more positive coverage for the CQC. It also meant that the staff were able to deal more effectively with tough interviews, including those for prime time national documentary programmes and to place the CQC in the best possible light. Communications staff reported that the increased media profile helped the organisation in its overall aim of gaining more public confidence and increasing dialogue with stakeholders.