Evidencing CQC Compliance

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Hft staff use Hear Me Now to support personalised care, following the wishes of the people they support. The information collected in Hear Me Now enables Hft to successfully evidence to the Care Quality Commission (CQC) their compliance with Key Lines of Enquiry (KLOEs).

Hft is one of the largest and longest established charities supporting people with a learning disability in the UK. People with learning disabilities face obstacles that are hard to imagine – their challenges can be complex and lifelong. Even so, with the right care, support and encouragement, everyone with a learning disability can find more enjoyment, comfort and satisfaction in their lives. That’s why everything Hft does is centred on the people being supported.

Maldaba partnered with Hft for the NHS Digital Social Care Pathfinder Programme in 2020/21. An early identifiable benefit for Hft using Hear Me Now was the ability to use the information gathered in the app in order to provide evidence of personalised care for regulators.

Maldaba worked with Hft to collect and present the data. The following table sets out an example of how Hear Me Now collected information is used to evidence (KLOEs) to the CQC.

KLOEsDoes the technology support the KLOEsHow?
Safe? Service users, staff and visitors are protected from abuse and avoidable harmN/A N/A
Effective? People’s care, treatment and support achieves good outcomes, promotes good quality of life and is evidence-based where possible.YesUsing HMN has enabled Raf to no longer need staff prompts whilst showering. Allowing these hours to be used in a more meaningful way.
Caring? Staff involve and treat people with compassion, kindness, dignity, and respect.YesStaff have set up HMN with Raf to enable him to explain and ascertain information which is important to him. Giving him control of his own information.   e.g understanding his asthma.
Responsive? Services are organised so that they meet people’s needs.YesUsing HMN enables staff and family to converse and share information instantly with Raf no matter where they are, which has been beneficial during Covid-19.
Well-led? Leadership, management and governance of the organisation assures the delivery of high-quality person-centred care, supports learning and innovation, and promotes an open and fair culture.N/AN/A

Hft used the information on Hear Me Now as evidence for case studies submitted as part of their CQC reporting. Hear Me Now enables Hft to demonstrate the reality of the care provided in meaningful terms for CQC inspectors, supporting ratings from the regulator.


  • Service staff are able to collect evidence of personalised care
  • Improved reporting of KLOEs to the CQC using this evidence
  • People’s support is in-line with and driven by their preferences
  • Managers save time evidencing personalised care in CQC reports

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