enables the organisation to respond proactively, strengthen services, and reduce the likelihood of similar concerns arising in the future.
In recent years, the organisation has seen an increase in complaint volumes.
Number of Complaints (Formal + PALS)
Reporting Period
2025/26
168
2023/24
122
2022/23
23
This increase reflects significant organisational growth, including expanded service provision and higher patient activity across multiple services, rather than a deterioration in care quality. NPC ensures that all complaints, whether formal or raised via PALS, are managed in accordance with the NPC Complaints Policy and is aligned with national guidance. Each concern is investigated thoroughly, objectively, and transparently. All investigations were led by the Patient Safety and Quality Lead, with input from relevant clinical and operational leads, and are subject to final review and approval by the Chief Clinical Officer. Complaints are viewed as a critical source of organisational learning. Findings from investigations are shared through established governance structures, including the Quality and Safety Committee, and with external partners where appropriate. This ensures that learning is embedded and informs service development, quality improvement, and risk management. NPC remains committed to ensuring that all complainants receive a timely, clear, and compassionate response, demonstrating that concerns have been fully considered, lessons have been identified, and appropriate actions have been taken where required. Delivering fair and meaningful outcomes continues to be a core objective of the organisation’s complaints process. An annual thematic review of the 168 received complaints was undertaken in 03.2026, which reflect national expectations for learning from complaints, principles of the Patient Safety Incident Response Framework (PSIRF), and NPC’s internal governance approach since adopting PSIRF in June 2025.
Norfolk Primary Care - Quality Account 2025/26
44|Page
Made with FlippingBook - PDF hosting