Quality tosh – enough’s enough, or it should be


Posted on June 1st, by editor in Caring Times. No Comments

Earlier this year I had a room booked for me at the “Quality” hotel. It was dirty and chaotic – not a pleasant experience at £80 per night for B&B at special “conference” rates. It had three stars and invited customers to contribute to its quality assurance scheme and to be rewarded with free nights when booking again. I didn’t bother – I was just glad to get out. In Cornwall, I stay in a friendly B&B with no stars and no mention of quality – just clean, comfortable and convenient – and £20 per night with an excellent breakfast. I go back year after year. The Commission for Social Care Inspection (CSCI) has again made the mistake of tying itself in knots trying to define quality. Their recent draft consultation document Key Lines of Regulatory Assessment (KLORA) attempts to distinguish between “excellent, good, adequate and poor” as another way of wrestling with the difficulty of deciding whether standards are “exceeded, met, almost met or not met”. In my view, it’s not the job o





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