Looking ahead, ongoing attention to clinical systems, policy clarity, and emerging risks, including those associated with digital and AI-enabled care, will support sustained compliance and the delivery of safe, high-quality services into 2026/27. 3.6 Central Alerts System: CAS Reporting Our core clinical services and each of our practices have robust processes in place to manage all CAS alerts which are received by the Central Alerting System (CAS). This process ensures that alerts are promptly reviewed, risk assessed, and acted upon in a timely manner, with clear accountability for implementation, appropriate clinical oversight, and documented assurance that all required actions are completed to safeguard patient safety and support compliance with CQC Regulation 12 (Safe Care and Treatment) and Regulation 17 (Good Governance). 3.7 Management of National Institute for Health and Care Excellence (NICE) Guidance NICE guidance is systematically reviewed monthly as it is published and is proactively disseminated to all clinical service teams through established communication channels, including email updates and a standing agenda item within routine clinical meetings. This structured approach ensures that clinicians are consistently informed of the latest national recommendations and are supported to embed evidence-based, current, and best practice standards into day-to-day clinical care. In turn, this promotes high-quality, safe, and effective care delivery by ensuring that clinical practice remains aligned with up-to-date guidance and is subject to regular review and discussion. 3.8 Learning from Complaints & PALS Concerns Norfolk Primary Care (NPC) is committed to delivering high-quality healthcare services and ensuring that patients, relatives, carers, staff, and partner organisations have confidence in the care provided. Whilst the organisation strives to meet all expectations, it recognises that there are occasions where standards may fall short. In these instances, the complaints process provides a vital mechanism for individuals to raise concerns and share their experiences. Effective management of complaints is a key component of organisational governance, patient safety, and continuous quality improvement. Both formal complaints and Patient Advice and Liaison Service (PALS) contacts provide valuable insight into patient experience, operational pressures, and potential areas of non-compliance with regulatory standards or best practice. NPC undertakes thematic analysis of complaints and PALS feedback to move beyond individual cases and identify recurring themes, systemic issues, and underlying causes. This approach
Norfolk Primary Care - Quality Account 2025/26
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