CQC Regulation 9 :
Person-centred care is a fundamental requirement under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. It is one of the Key Lines of Enquiry (KLOEs) assessed by the Care Quality Commission (CQC) during inspections. The regulation mandates that service users must receive care or treatment, which is:
Appropriate
Meets their needs
Reflects their preferences
Below is a detailed explanation of Regulation 9 and guidance on how organisations can comply.
1. What Does Regulation 9 Require?
Under Regulation 9, providers must:
a. Deliver Person-Centred Care
Care or treatment must be designed around the individual’s:
Needs
Preferences
Values and beliefs
Social, emotional, spiritual, and cultural requirements
b. Involve Individuals in Decisions
Service users must:
Be actively involved in planning their care
Be provided with information that supports informed decisions
Have opportunities to express their views and preferences
c. Provide Comprehensive and Ongoing Assessments
This includes:
Holistic needs assessments
Regular reviews of care plans and outcomes
Adaptation to changes in health, capability, or preferences
d. Support with Communication
Providers must ensure that individuals with communication needs receive support so they can understand and express their views (aligned with the Accessible Information Standard).
2. How Can Organisations Comply with Regulation 9?
a. Develop and Maintain Individualised Care Plans
Use thorough assessments that consider physical, emotional, mental health, social, and cultural needs.
Create care plans with the service user, not for them.
Involve families or advocates when appropriate.
b. Ensure Ongoing Involvement
Establish regular care reviews (e.g. every 3 to 6 months or after major incidents).
Use service user feedback to adapt care approaches.
Promote shared decision-making.
c. Train Staff on Person-Centred Approaches
Deliver training in dignity, respect, communication, and understanding of diverse needs (e.g. dementia, autism, cultural competence).
Ensure staff understand how to support independence and choice.
d. Use Clear Communication and Accessible Formats
Adapt information to meet communication needs (e.g. braille, large print, Easy Read, sign language).
Comply with the Accessible Information Standard (AIS).
e. Monitor and Audit Person-Centred Practices
Perform regular audits of care plans and support documentation.
Gather data on outcomes and satisfaction.
Investigate any deviations from individualised care delivery.
f. Promote a Culture of Person-Centredness
Embed person-centred values in recruitment, policies, supervision, and leadership.
Recognise and reward staff who champion individualised care.
3. Common Pitfalls to Avoid
Using template or generic care plans without individual input.
Failing to update care plans when needs change.
Not involving service users or families in key decisions.
Poor communication or inaccessible information.
Overlooking cultural or religious needs.
4. Evidence CQC May Look For
Signed, personalised care plans.
Records of service user input and decision-making.
Evidence of diversity and individual preference being respected.
Staff training records on person-centred care.
Complaints or compliments related to personalised care.
