Because ticking boxes won’t win bids — but demonstrating excellence will.

If you’ve ever stared at a “quality” question in a care tender and wondered what exactly are they looking for? — you’re not alone.

Quality sections often carry the most weight in public sector bids. While pricing might account for 30-40%, the quality questions usually carry 60-70% of the total score — and they’re how commissioners decide who is capable, compliant, and committed to delivering safe, effective care.

At Big Sister, we’ve supported over 500 care businesses to win contracts by breaking down quality questions and building answers that hit every point — clearly, confidently, and completely.

In this blog, we’ll walk you through a step-by-step approach to tackling these critical questions, using real-world insights from our experience in the sector.

Step 1: Understand What ‘Quality’ Means to Commissioners

Let’s clear up a misconception: Quality doesn’t just mean doing a good job — it means proving that you have the systems, people, processes, and results to deliver consistent, regulated, high-impact care.

Common themes include:

Service delivery approach
Safeguarding
Workforce planning and training
Governance and quality assurance
Equality and inclusion
Client outcomes and involvement

Even if you do all these things well, if you can’t clearly communicate how — you won’t get the marks.

Step 2: Decode the Question Like a Mark Scheme

When you see a quality question, break it down line-by-line. Highlight:

Action words (e.g., demonstrate, explain, outline)
Themes (e.g., safeguarding, staffing, outcomes)
Outcomes required (e.g., how this improves service user experience)

Example:

“Please describe how you will deliver safe, person-centred care that meets the needs of diverse client groups, ensuring compliance with all relevant regulations.”

Breakdown:

You must show how you deliver safe care
Demonstrate person-centred approaches
Address diversity and inclusion
Reference regulations like CQC, MCA, and safeguarding

At Big Sister, we often annotate quality questions with colours and codes before writing begins.

Step 3: Structure Your Answer Logically

Use a clear structure — especially for longer answers. Our favourite? The PEER method:

P – Point: Make your key point
E – Explain: Add detail and reasoning
E – Evidence: Back it up with facts, examples, or data
R – Result: What’s the outcome for clients?

Example using PEER:

“We deliver person-centred care by co-producing care plans with each service user (Point). This involves holding an initial visit within 48 hours of referral, where our care coordinator listens to the client’s goals and preferences (Explain). In the past 12 months, 93% of clients rated their care plan as ‘completely personalised’ (Evidence). As a result, our care users are more engaged and retain our services longer (Result).”

Step 4: Use Human, Client-Focused Language

Commissioners don’t want to read a textbook. They want to know you care — and that you have a proven, compassionate way of delivering care.

Say:

“Our support workers will…”
“Families are kept updated via…”
“We adapt our approach for clients with dementia by…”

Avoid:

“Our organisation ensures the implementation of strategic frameworks in accordance with stipulated policy measures.”

(Please. Just no.)

Step 5: Prove It With Data and Results

Where possible, use:

KPI results (e.g., visit punctuality rates, hospital readmission reduction)
Satisfaction scores
CQC feedback
Client case studies
Staff retention or training completion rates

Example:

“Over the past year, we’ve reduced missed visits by 22% through digital call monitoring and proactive rota reviews.”

Don’t have the data yet? Say how you’ll measure it and how often you’ll review.

Step 6: Bring in Your Team

Great bids don’t use vague terms like “our staff.” Instead, name roles and responsibilities.

“Our Deputy Manager oversees daily spot checks, while our Compliance Lead reviews incident reports weekly to identify trends.”

This shows you have a functioning structure — not just an intention.

Step 7: Reference Your Tools and Systems

Commissioners love to see how tech and process support quality.

Name the tools:

Care Planner
Access People Planner
Radar Healthcare
Nourish
eLearning platforms
MAR chart software
Audit templates

But also explain the benefit of the tool — not just its name.

“We use Radar Healthcare for audit management, which alerts the Compliance Lead to any overdue actions and keeps our governance cycle on track.”

Step 8: Link to Outcomes and Improvements

Don’t just say what you do — show how it improves care.

Examples:

“This approach supports independence and reduces unnecessary referrals to social care.”
“By involving families in reviews, we’ve seen a 30% increase in satisfaction scores.”
“This helps us detect risk early, reducing safeguarding incidents.”

Big Sister tip: Tie each point back to how it helps commissioners meet their duties under frameworks like the Care Act 2014, CQC standards, and NHS long-term plan goals.

Step 9: Walk in Their Shoes

Ask yourself:

If I were a commissioner reading this, would I feel reassured?
Would I know exactly how they’re going to deliver?
Does this response feel confident, experienced, and capable — or vague and unproven?

That’s where we start every bid at Big Sister. Every word is written with the evaluator in mind.

Final Thought from Jill

“Too many care businesses lose points by assuming the evaluator understands what they meant. They don’t. Spell it out. Show your systems. Give your examples. Tell the human stories. That’s how you win.”