Safeguarding
NNPC aims to make the safeguarding of all service users a priority and has a nominated children, young person, and adult safeguarding lead and deputy. Within all the clinical services which we deliver, we ensure that there is clear, concise information for the clinical and administrative staff are aware of how to access the organisations safeguarding lead and are made familiar with our safeguarding policy. This includes information on how to escalate, discuss or refer any concerns with the local safeguarding board team, where required. The safeguarding lead attends monthly GP & deputy lead meetings, which are led by the Norfolk & Waveney ICB. This engagement ensures that any new legislation or policy either locally or nationally is communicated to others in the organisation. In July 2022, with the use of the regulatory compliance tool for safeguarding, NNPC identified three areas which required improvement. This was acted upon, with processes improved, in order to achieve 100% compliance by August 2022.
There was 1 safeguarding event logged in 2022/23, which did not highlight any actions required for improvement as it was actioned appropriately in a timely manner.
3.4 Patient and Staff Feedback
Complaints
NNPC is committed to resolving concerns or issues in line with the NHS Complaints procedures. NNPC has a Complaints Policy and Patient Information Leaflet, which sets out how a patient, family member or carer can raise a concern about the level of service provided. Over the course of 2022/23, we received 22 complaints across all of our clinical services, this is an increase from 14 complaints in 2021/22. This is reflective of the growth in clinical services across all areas. Although the receipt of a complaint is not satisfactory, our culture is to use it to undertake a full review of clinical service delivery, and use this as a tool for service improvement, learning and development. 0 1 2 3 4 5 6 7 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 Oct-22 Nov-22 Dec-22 Jan-23 Feb-23 Mar-23 Complaint Count by Severity 2022/23
No Harm Low Harm Moderate Harm Severe Harm
NNPC Quality Account 2022/23
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