CQC’s Digital Setback: Independent Review Reveals Flaws in £99m Tech Overhaul

On 26 March 2025, the Care Quality Commission (CQC) published an independent review detailing the shortcomings of its technology transformation programme, which included the development of a new provider portal launched in early 2024. Despite significant financial investment, the portal was taken offline later that year due to usability issues.

The Vision Behind the Transformation

The CQC embarked on a digital transformation journey in 2019, aiming to modernise its regulatory platform and enhance interactions with care providers through a new portal. Built on Microsoft Dynamics 365, the initiative was part of a broader strategy to streamline assessments and improve data management.

Key Findings from the Independent Review

Conducted by IT expert Peter Gill, the review identified several critical issues:

• Technical Challenges: The regulatory platform and provider portal suffered from complex assessment processes, poor user experience during registration, low utilisation for notifications, and data quality problems.

• Cultural Concerns: Staff feedback was often overlooked, leading to negative impacts on employee well-being. Additionally, data was not prioritised as a strategic asset.

• Financial Oversight: From July 2019 to December 2024, £99 million was spent on the transformation programme, yet the majority of anticipated benefits remain unrealised.

• Partial Successes: Some components, particularly in customer contact areas, showed promise with improved data capture and process automation.

Recommendations for Moving Forward

The report offers 23 recommendations across five key areas:

1. Culture: Foster an environment where data is valued and staff feedback is integral to decision-making.

2. Governance: Establish clear roles and responsibilities to ensure accountability.

3. Operating Model: Redesign processes to align with best practices and industry standards.

4. Change Management: Implement structured approaches to manage transitions effectively.

5. Data and Digital: Enhance data management strategies and digital capabilities.

The report also advises retaining Microsoft Dynamics 365 as a strategic asset, with substantial redevelopment needed for the existing systems.

Leadership’s Response

Julian Hartley, CQC’s Chief Executive, acknowledged the report’s findings, stating:

“The findings in this report evidence that the way the digital transformation programme was carried out was completely unacceptable. It marks a critical moment in terms of where we are, what’s gone wrong and where we’re going.”

He emphasised the importance of rebuilding trust and improving organisational culture through initiatives like the “CQC Way,” aiming to collaborate more effectively with staff, providers, and stakeholders.

Conclusion

The independent review underscores the challenges faced by the CQC in its digital transformation efforts. Addressing these issues is crucial for the organisation to fulfil its mandate of ensuring high-quality care across England. Stakeholders will be watching closely as the CQC implements these recommendations to restore confidence in its regulatory functions.

For more details, you can read the full report on the CQC website.