Last week, we had the privilege of attending the National Children and Adult Services Conference (NCASC) 2024 - a cornerstone event for those dedicated to shaping the future of social care. The conference offered a blend of insight, discussion, and thought-provoking moments that will undoubtedly inform our own approach moving forward. Here are our key reflections:
The CQC is Evolving
Day 3 of the event saw the The Care Quality Commission's (CQC) interim CEO put under the spotlight during their session, highlighting the work they have completed to date with the initial assessments of local authorities. James Bullion talked about the initial 13 assessments that had taken place during 2025, with his colleague demonstrating that they are open to and already listening to feedback having recently started to include social care directors in daily meetings as part of the assessment process.
One pivotal takeaway was their central question:
How can the CQC use its role to improve the experience of health and social care services for people living with dementia and their carers?
This invites an opportunity for collaboration. If you have insights, share them via dementiastrategy@cqc.org.uk—your input could shape future strategies.
As Sir Julian Hartley begins his tenure as Chief Executive of the CQC, he has emphasized the urgent need for improvement, focusing on co-design with the public and stakeholders to create a regulator that supports, improves, and puts people at the heart of everything it does.
Minister for Care: A Glimpse of Progress
Stephen Kinnock MP’s address was both reflective and forward-looking. While acknowledging past challenges in health and social care, he offered hope through two significant initiatives:
National Care Service: A welcome commitment to delivering on promises in a space that needs transformation.
NHS 10-Year Plan: The launch of the Change NHS survey aims to capture public feedback to shape this ambitious plan. Running until early next year, it’s an opportunity for everyone to influence the future of healthcare in England.
Actionable Insights from Surveys
Conversations with professionals at the CQC highlighted an important theme: "So what?"
While many councils conduct safeguarding surveys, the focus must shift toward actionable insights. For instance, analysing responses by protected characteristics - such as gender or ethnicity - can drive more inclusive and effective decision-making.
The challenge, and the opportunity, is to evolve beyond reporting metrics to demonstrating meaningful change. This resonates strongly with us, as we continue to guide our own customers in maximising the impact of their feedback data.
Voices of Lived Experience
One of the most poignant aspects of the conference was hearing from individuals like Jan, who shared her family’s journey with dementia. Her story mirrored many of the systemic challenges faced by families, underscoring the need for greater understanding of how dementia manifests differently in individuals.
Conversations with the Alzheimer’s Society revealed promising developments in dementia training for care professionals, emphasising the nuanced ways the disease affects individuals. As someone who has experienced the gaps in understanding firsthand, this was a particularly meaningful takeaway.
Looking Ahead
The NCASC 2024 provided not just a forum for dialogue but also a renewed sense of purpose. Whether it’s supporting councils in achieving actionable survey insights or addressing the systemic gaps highlighted by lived experiences, we’re committed to playing our part in transforming social care.
If you attended NCASC, we’d love to hear your reflections. Let’s keep the conversation going - together, we can drive the improvements that matter most.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
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