CONTENTS Quality Account: Scope, Structure, and Overview of Key to Success.............................................. 3 Norfolk Primary Care: Organisational Overview............................................................................... 6 Section 1: Statement from James Leeming, Chief Executive & Dr Peter Lawson, Chair ......10 Section 2: An Overview of Norfolk Primary Care - Quality & Safety Performance in 2025/2026 ...................................................................................................................................... 13 2.1 Our Clinical Services – An overview of Norfolk Primary Care ....................................... 14 2.2 Our Support Services .................................................................................................... 26 2.3 Norfolk Primary Care Events ......................................................................................... 32 Section 3: Clinical Quality & Safety Assurances ...................................................................... 36 3.1 Data Security & Protection Toolkit (DSPT) .................................................................... 36 3.2 Infection Prevention and Control (IPAC) ....................................................................... 36 3.3 Audit - Clinical and Administrative ................................................................................. 37 3.4 Safeguarding ................................................................................................................. 38 3.5 Incident Reporting and Learning ................................................................................... 39 3.6 Central Alerts System: CAS Reporting .......................................................................... 43 3.7 Management of National Institute for Health and Care Excellence (NICE) Guidance ... 43 3.8 Learning from Complaints & PALS Concerns ............................................................... 43 3.9 Service Feedback – Patient and Service Users Experience Survey and Appreciations 48 Section 4: Our Key Quality Improvement Priorities.................................................................. 58 4.1 Review of Key Priorities for Quality Improvements for 2025/26 – “We Did” .................. 58 4.2 CQC “We” Statements – Evidence of Quality (2025/26) ............................................... 61 4.3 Strategic Key Quality Improvement Priorities 2026/27 .................................................. 63 Acknowledgement .......................................................................................................................... 68 Annexe 1: Stakeholder Statement – Norfolk & Suffolk Integrated Care Board .............................. 69
Norfolk Primary Care - Quality Account 2025/26
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