What the Latest CQC Technology Review Means for Adult Social Care Providers

Contact Us
Call Us Now on 020 3411 4014

Independent Review Highlights Critical Failings — But Offers a Way Forward

The Care Quality Commission (CQC) has come under scrutiny following the publication of an independent review into its failed technology transformation. Released on 31 March 2025, the report delivers a frank and critical assessment, concluding that the CQC’s attempt to modernise its regulatory systems was hindered not by flawed technology alone but by a wider organisational failure in how change was managed.

The review found that while the underlying digital platforms can be salvaged, substantial redevelopment is needed — alongside cultural, structural, and leadership changes within the organisation. In total, 23 recommendations have been made, spanning areas such as governance, data, digital infrastructure, and the internal operating model.

What Went Wrong?

Between 2019 and 2024, the CQC set out to modernise its regulatory systems by replacing its legacy CRM with a bespoke platform built on Microsoft Dynamics 365. However, the project struggled due to a wider organisational transformation that lacked clear strategic direction.

The review found that the failure wasn’t just technical — it stemmed from trying to change systems, structures, roles, and processes all at once, without a shared understanding of how the new operating model (TOM) would work. Staff often found workarounds more effective than the tools provided, and the SAF (Single Assessment Framework), intended to drive regulatory change, came to represent deeper organisational issues.

Poor user testing, weak change control, and a reliance on temporary staff further contributed to a system that failed to meet expectations — creating ongoing challenges for both CQC staff and providers.

23 Key Recommendations: More Than Just IT Fixes

The review lays out 23 recommendations designed not only to repair the technical failings but to rebuild CQC’s culture, decision-making, and digital strategy.

Grouped into five key themes:

  • Culture – Foster a staff-led, learning-oriented environment that values open feedback and collaboration.
  • Data & Digital – Treat data as a strategic asset; implement a data-first approach with robust governance.
  • Governance – Strengthen programme oversight, use recognised frameworks (like MSP and ITIL), and clarify accountability across functions.
  • Operating Model – Reinforce and embed the TOM in practice, supported by service value chains (SVCs).
  • Change Management – Improve user engagement, communication, and transparency during major change processes.

Some notable individual recommendations include:

  • Retain and enhance the D365 platform, but use in-house teams and microservice architecture to avoid over-reliance on external contractors.
  • Rebuild key systems like the registration app and assessment tools using Agile methodology
  • Simplify overly complex processes and redesign policies with real user needs in mind.
  • Prioritise staff training and engagement, especially from underrepresented groups and internal networks.
  • Develop a clear data and reporting strategy that aligns with government standards.

What Happens Next?

CQC plans to co-develop an action plan based on these recommendations, working in partnership with providers, service users, and other stakeholders. This will be presented at a future board meeting and will be supported by a series of regional roadshows and the development of “The CQC Way” – a broader effort to reshape its future approach to regulation and improvement.

Why This Matters for Providers

For those of us working in adult social care, effective digital systems are crucial for managing compliance, communication, and reporting. While it’s encouraging that the current systems are not beyond repair, this update underlines the need for:

  • Greater transparency from CQC
  • More provider involvement in future tech development
  • Clearer communication during transitions and system changes

We’ll be watching closely as the CQC unveils its action plan and regional engagement efforts – and we encourage all providers to participate where possible.

🔗Read the full summary
🔗 Read the full report