The Emotional Side of Audits: Why Compassion Belongs in Every Inspection
Date: 15th January 2026
Authored By: Doris Sheridan | doris@sheridanconsult.co.uk
Audits within health and social care are often associated with compliance, evidence gathering and the rigour of meeting regulatory standards. While these elements remain essential, there is an equally important dimension that is too often overlooked: compassion. At a time when inspections are guided by the Care Quality Commission’s Single Assessment Framework and the renewed focus on lived experience, emotional intelligence has never been more relevant.
Audits are about people, not just processes
When providers hear the word “audit” they often think about policies, data and checklists. However, every line of evidence represents the lived reality of a person receiving care. The recent updates to the CQC quality statements have strengthened the emphasis on human rights, equality and dignity. Inspectors are not only asking whether paperwork is in order but also whether people feel listened to, respected and supported.
Compassionate auditing recognises that behind every statistic lies a story. Service users may be experiencing vulnerability, family members may be anxious about care decisions, and staff may be under pressure. Approaching the audit process with empathy ensures that evidence is interpreted in a way that reflects real experiences rather than reducing people to numbers.
Emotional intelligence as a tool for improvement
Emotional intelligence in audits means actively listening, being aware of tone, and interpreting not only what is said but also how it is communicated. For example, when a family raises concerns during a Continuing Healthcare (CHC) assessment, a compassionate auditor will consider not only the factual content but also the emotions behind it. Anxiety, frustration or fear may provide insight into how care is experienced beyond the written record.
This does not mean lowering standards. Instead, it means holding providers accountable in a way that is fair and respectful.
It allows findings to be framed as opportunities for learning rather than punishments. This approach builds trust between providers, regulators and families, which is essential for long-term improvement.
Compassion in legal and court-related contexts
For professionals working with complex cases, including court findings and the Court of Protection, the importance of compassion is even clearer. Decisions often involve sensitive issues such as mental capacity, safeguarding or the withdrawal of medical treatment. Auditors, inspectors and social workers must balance legal frameworks with human experience.
Recent cases in 2025 have highlighted the need for transparency and empathy in decision-making. Families are more likely to accept challenging findings when they feel that their perspectives have been heard and respected. Compassion therefore becomes a practical tool for resolving disputes, not merely a desirable quality.
Embedding compassion into audit culture:
Training: Staff involved in audits should receive training on empathy, communication and cultural sensitivity.
Feedback systems: Service user voices should be given weight in inspection outcomes. Anonymous surveys, focus groups and family engagement can provide evidence of compassionate care.
Reflective practice: Teams should use audit findings to reflect not only on compliance but also on how policies affect emotional wellbeing.
Leadership example: Leaders who model compassionate behaviour during audits create a culture where empathy is valued alongside compliance.
Conclusion
Audits are a vital part of accountability in health and social care. Yet they are more than exercises in regulation. They are opportunities to ensure that people’s dignity, rights and wellbeing are at the heart of every decision. By embedding compassion into the audit process, providers and regulators alike can create environments where compliance and humanity go hand in hand.
For professionals navigating complex cases and legal frameworks, such as those in Continuing Healthcare or the Court of Protection, compassion is not optional. It is a necessary part of achieving fair, transparent and meaningful outcomes.
Contact me to discuss how compassion can be embedded into audit practice and compliance processes.