The Care Quality Commission (CQC) is facing renewed scrutiny after an independent review exposed the failure of its £99 million transformation programme, intended to modernise its regulatory technology. The review, conducted by IT expert Peter Gill, found that the “vast majority” of anticipated benefits from the programme have yet to be realised.

 

Government Watching Closely

This review follows a series of damning assessments of the CQC’s overall performance. A major Government-commissioned review last year concluded that the regulator had lost credibility among providers, citing inconsistency and lack of transparency in its operations.

In light of these findings, Health Secretary Wes Streeting stated that the CQC is “not fit for purpose” and requires increased oversight. More recently, Primary Care Minister Stephen Kinnock reiterated at the Pulse LIVE London conference that the Government is “monitoring very closely” and will be “ready to step in” if substantial improvements are not delivered.

The findings paint a stark picture of systemic issues and technological shortcomings that have significantly impaired the regulator’s ability to carry out its duties.

A Programme That Has Failed to Deliver

Since its inception in July 2019, the CQC’s transformation programme aimed to deliver a more streamlined and effective regulatory platform alongside an improved provider portal. However, Mr Gill’s review concludes that the initiative has failed on multiple fronts.

Key issues identified include:

• An overly complex assessment process
• Poor user experience, particularly during provider registration
• A breakdown in digital infrastructure resulting in serious operational delays

Most notably, CQC Chief Executive Sir Julian Hartley previously admitted to MPs that approximately 500 inspection reports were “stuck” within the system and could not be retrieved due to these persistent IT failures. As of January 2025, 14 GP practices were still awaiting the publication of delayed reports, illustrating the far-reaching consequences of the dysfunction.

A Symptom of Broader Organisational Failure

The review went further, identifying the IT crisis as a symptom of deeper organisational issues. Mr Gill concluded that the “primary cause” of the technology breakdown was a “failed organisational transformation,” and that the digital problems are merely “a visible artifact of the broader failure” of the CQC.

Despite the significant financial investment, the platforms developed remain fundamentally flawed. Mr Gill stated that while the systems are “salvageable,” they require “substantial development and rebuilding work” to become fit for purpose.

A Turning Point for the CQC

The report includes 23 recommendations for recovery, with a strong emphasis on the need to better engage with end users and involve them in the redevelopment process. In response, Sir Julian Hartley acknowledged the gravity of the findings.

“The way the digital transformation programme was rolled out was completely unacceptable,” he said.
“It marks a critical moment in terms of where we are, what’s gone wrong and where we’re going.”

Sir Julian, who assumed his role in October 2024, has pledged to take swift action to address the failings and realign the organisation with its core mission of protecting people from poor care.