Check the scope
Registered providers and managers carrying on regulated activities in England, subject to the regulation’s relationship with consent under Regulation 11.
What the law requires
- Provide appropriate care and treatment that meets the person’s needs and reflects their preferences. Assess needs and preferences collaboratively with the person or someone lawfully acting for them.
- Design care to meet those needs, support participation in decisions and help the person understand relevant options, benefits and risks. Include reasonable adjustments where needed.
- Enable and support the person to manage their own care where appropriate. The duties operate subject to the consent requirements in Regulation 11.
What CQC expects
- CQC guidance describes meaningful involvement, accessible communication and assessments that consider the whole person. Plans should be reviewed when needs or circumstances change.
- Staff should understand the plan and deliver it consistently. Where a preference cannot be met, the reasons and available alternatives should be explained.
Suggested checks for your review
- Choose a sample across different needs and communication methods; compare assessments, agreed goals, daily records and the person’s account of their care.
- Trace a recent change in need through reassessment, a revised plan, staff communication and follow-up on the outcome.
- Ask how the service records disagreement, declined care and adjustments, and whether staff can explain the person’s current priorities.
Illustrative evidence
Choose evidence relevant to the actual service and risk. These examples are not a universal list of documents required by CQC.
- Individual assessments, care plans and records of decisions made with the person.
- Accessible information, communication profiles and examples of adjustments in practice.
- Review notes showing what changed after feedback or a change in need.
Potential gaps to check
- Generic plans repeat a diagnosis or task list without describing the person’s goals or preferences.
- A revised plan exists, but staff instructions and day-to-day records still reflect an earlier version.
Sources and review
- cqc.org.uk — Regulation 9 (opens in a new tab)
- legislation.gov.uk — Uksi · 2014 · 2936 · regulation · 9 (opens in a new tab)
Content version: 1 November 2026. Next planned review 1 December 2026. Check current primary sources before relying on a requirement.
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Content version: . Named expert review remains pending for public launch.