Christopher Collins, a Care Quality Commission registered manager with QCM Healthcare, explains his role and the range of care his teams provide across Norfolk. He talks about “The Real Care Deal” as a way to focus on what good care looks like, giving people in care settings a real voice rather than centring on complaints. For him, it’s about recognising each person as an individual, making sure they can speak for themselves, shape their own care plans, and feel in control of their future.