The Responsive Key Question.Four KLOEs, in plain English.
Under the 2026 CQC framework, the Responsive Key Question asks whether “services are organised so that they meet your needs” — across four Key Lines of Enquiry on continuity, feedback, access and equity.
Based on CQC's draft Adult Social Care Assessment Framework, version 9 — in consultation until 12 June 2026.
A service organised around the person’s needs.
Responsive is about whether the service bends to the person — co-ordinated and continuous care, feedback genuinely acted on, timely access for everyone, and equity for those who are too often missed. Its four KLOEs ask whether the service fits the person, or the person has to fit the service.
The recurring shortfall is the loop never closed: a complaint logged but not learned from, a reasonable adjustment noted but not acted on, an inequity nobody measured. Responsive asks for the action, evidenced.
The four Responsive KLOEs.
KLOE 1Care provision, integration and continuity
"Is care co-ordinated and delivered in a flexible, joined-up way that reflects diverse needs and promotes choice and continuity?"
- Collaborative, coordinated and flexible working
- Provision of services
- Continuity of care, support and treatment
Continuity scoring built into the rota; one shared record across the team; flexible care-plan provision.
KLOE 2Listening to and responding to feedback
"Are people supported to give feedback and raise concerns, and are they confident that action will be taken as a result?"
- Feedback and complaints
- Access to advocacy and support to raise concerns
- Unpaid carer support
A complaints and feedback workflow with action tracking and closed-loop evidence; the family-portal feedback channel; a “you said, we did” trail.
KLOE 3Timely and equitable access
"Does the service ensure that everyone can access equitable and timely care, support and treatment?"
- Access to services
- Accessible premises and equipment
- Reasonable adjustments and communication needs
- Digital exclusion
Visit verification and timeliness reporting; reasonable-adjustment flags on the record; accessible family updates.
KLOE 4Equity in experiences
"Does the service tailor people’s care, support and treatment effectively, to ensure equity in experiences?"
- Barriers experienced during care
- Inequalities in experience
- Reasonable adjustments and communication needs
- Equality and human rights duties
- Experiences of seldom-heard groups
- Translation and interpreting services
Equity reporting by protected characteristic, language and region; a multi-language family portal; reasonable-adjustment recording.
Every KLOE across all five Key Questions — with the verbatim inspector question and full scope — is on the all 24 KLOEs reference.
Close the loop — and show you closed it.
Responsive evidence is about follow-through. FlexiEle tracks a complaint or a piece of feedback from raised to resolved, flags a reasonable adjustment so it is acted on, and reports equity by protected characteristic, language and region.
So the “you said, we did” trail an inspector asks for is a by-product of the work — not a document written afterwards.
- Continuity scoring built into the rota
- Visit verification and timeliness reporting
- A complaints loop with “you said, we did” evidence
- Reasonable-adjustment and communication-need flags
- Equity reporting by protected characteristic and language
- Each filed to the right Responsive KLOE, as it happens.
See your Responsive evidence, mapped.
Book a 20-minute demo and we'll walk the four Responsive KLOEs against a service like yours — continuity, feedback, access, equity. No slides, no pressure.