✓ "I find the culture at NNPC one of inclusivity, that harbours ambition and rewards good work. Should I need support I can find it easily from colleagues or management alike. It's important to me that we maintain our positive disruption mindset and challenge the status quo." ✓ "NNPC is an organisation that produces real change in the local and wider healthcare system, seeing the impact of the work I do is really important to me. The organisation is made up of a great variety of highly skilled individuals with experience from all over the health system and elsewhere, who have a genuine passion for improving patient care. This experience is freely shared with all levels of the team, which helps develop and expand individuals at a higher pace." ✓ "As an NNPC employee, I appreciate being treated with respect, kindness and fairness. Within my role, I appreciate being given the time and opportunity to treat our staff in the same way." These comments have been reflected in our latest CQC inspection report from July 2021 under the ‘w ell- led’ domain, and we aim to maintain the positive culture despite the continual growth of the organisation. We anticipate continuing to carry out regular staff surveys to assure that we maintain the positive culture and staff experience. Complaints& Compliments Over the course of 2021/22, we received 14 complaints across all of our clinical services, this is an increase from 5 complaints in 2020/21. We received 14 compliments across all of our clinical services which were in addition to our patient feedback comments, this is compared to 6 compliments received in the 2020/21 period. These figures are reflected in the organisational growth of clinical services in this time. All complaints received are investigated and acted upon accordingly. Our culture is to learn and improve from complaints, with the undertaking of a full review of the patient experience to increase patient safety and quality of care. The patient is involved and informed of the investigations into their complaint and are provided with a detailed written response to explain this, which is in line with the NHS constitution responsibilities.
Complaints & Compliments 2021/22
0 1 2 3 4 5 6 7 8 9 10
Phlebotomy GPFD JPUH / QEH
RDS / Community Gynae Service
IA/EA
Dermatology
Complaint
Compliment
NNPC Quality Account 2021/22
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