In this week’s episode, brought to you in partnership with Practice Index, we welcome back podcast regular Claire Houston and returning guest Kay Keane from Urban Village Medical Practice, a practice that recently achieved an Outstanding CQC rating. Together, they share practical advice and real experiences from the CQC inspection process, from innovative community services to managing the pressures of staff questionnaires and documentation. Kay offers a candid look at how preparation, teamwork, and a strong practice culture can make all the difference.

Claire highlights how practices can use tools and resources from Practice Index to streamline compliance, boost confidence, and maintain readiness all year round. They also discuss how to turn inspection challenges into opportunities for growth, the importance of clear communication, and practical tips for approaching appeals calmly and effectively. Whether you’re preparing for your first inspection or aiming to strengthen your next rating, this episode is full of valuable insight and encouragement for every practice team.

Introduction (00:09) 

From good to outstanding.. CQC visits (01:36)

Preparing in advance.. (04:44) 

Specifics of a CQC inspection (07:25) 

The inspection (08:39)

Reaching for ‘Outstanding’ (14:06) 

Changes in the regime (14:29) 

Making inspectors feel welcome (16:19)

The pressures.. (21:41) 

The feedback (22:20) 

The ‘correct’ way to appeal (28:02) 

Final thoughts and advice (30:19) 

Listen back to our episodes with the Urban Village Medical Practice;

About Urban Village

Urban Village Strategies to Support Homelessness

To visit the Practice Index website, click here or contact James Dillon here.

For all enquiries about the Ockham podcast, please contact Ben Gowland here.