Case Study: Care Quality Commission achieves faster, data-driven care assurance with Microsoft Dynamics 365

CQC partners with Microsoft to transform the way they regulate health & social care

The Care Quality Commission (CQC), the body responsible for monitoring care quality across England, needed to move from paper-based, legacy inspection processes to a faster, data-driven regulatory model. In the middle of its transformation, it turned to Microsoft Dynamics 365, using Dynamics 365 Customer Service Enterprise and Dynamics 365 Customer Voice to support its Emergency Support Framework and improve how it gathered and acted on care data.

Microsoft Dynamics 365 helped CQC quickly launch a secure, scalable response during COVID-19, including surveys for more than 10,000 home care providers and an appointment booking system for about 1.6 million social care staff. The new mobile approach cut internal report processing from 10 days to immediate submission and faster publication, enabling quicker decisions, better coordination across agencies, and more efficient support for providers and the public.

Care Quality Commission

Keith Mahon

Hospitals Inspector