Section 2: An Overview of Norfolk Primary Care - Quality & Safety Performance in 2025/2026 Overall, NPC services have delivered 186,070 face-to-face and telephone appointments over the 2025/26 period.
113,647 of those appointments were within our key face-to-face ‘same day’ services which supports the Urgent & Emergency Care system across the Norfolk & Waveney Region, which equates to 61% of all appointments delivered by NPC in the 2025/26 period. From our SMS patient feedback survey : We had a total of 12,661 responses with an average of 83.5% of them rating the service as ‘Excellent’ or ‘Very Good’ and an average of 96.5% for the Friends & Family Test. There was an overall 13% response rate to our SMS patient feedback surveys. Furthermore, a total of 1,073 specific compliments were received across all of our services.
We had an average of 380+ members of staff who worked for us on a permanent, bank, or locum basis across our services in the 2025/26 period (variable throughout this period).
From our staff survey: 85% of our staff believe that high quality patient care is of NPC’s top priority and 89% of them would be happy that their family or friends were treated in one of our services.
In the 2025/26 period, our complaints to patient contact ratio was 0.11% and our patient safety incidents to patient contact ratio was 0.22%
Norfolk Primary Care - Quality Account 2025/26
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