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Case Study

Reputation management for a major homecare provider

How we helped a care home manage a negative CQC rating and limit reputational damage.

The Problem

Our client was an award-winning and well-regarded home care provider with several large local authorities as clients. However, it received an unexpected and potentially damaging CQC rating of “requires improvement”, having previously been rated “good”. The downgrade put in jeopardy its good relationship with its local authority clients.

The Solution

Alder identified an unusually large number of endorsements from service users in the CQC report and a local authority report that rated our client as “outstanding”. We advised the client to use these positive comments in its stakeholder communications, as well as providing strategic advice on its future dealings with the CQC.

The Result

As a result of our advice, the CQC downgrade has had minimal impact on its business and major clients have resumed referrals.