Complaints analysis for 2025/26 highlights several key themes, providing insight into areas of patient concern and opportunities for service improvement when compared with 2024/25 data. The largest category of complaints related to Clinical Care Outcomes , with 72 complaints, more than doubling from 31 in the previous year. These concerns centred on clinical assessment and consultation outcomes, including patients reporting discharge without treatment, perceived misdiagnosis, concerns relating to phlebotomy, and dissatisfaction with treatment outcomes. Complaints relating to staff attitude remained a significant theme, with 53 complaints (a decrease from 60 in 2024/25). These primarily reflected perceived negative or unprofessional communication styles and interpersonal interactions. Administrative issues rose notably from 5 to 17 complaints. These included errors in correspondence, such as incorrect letters or email details, and misfiled documentation, which impacted patient experience and continuity of care. There were 19 complaints relating to a mismatch between patient or relative expectations and clinical outcomes , a reduction from 29 in the previous year. These often involved requests for investigations or treatments that were not clinically indicated. Service delivery issues remained stable at 12 complaints. These reflected dissatisfaction with operational processes, including referral delays, waiting times, and delays in issuing clinical correspondence. Complaints concerning prescribing and medication decreased slightly from 8 to 6 , with issues including medication availability, potential interactions, and access to prescriptions. Three new complaint themes were identified in 2025/26. Clinical record documentation accounted for 7 complaints, largely relating to concerns about the accuracy or content of records, including right to rectification requests. Access to appointments generated 6 complaints, reflecting delays or concerns about availability. Premises-related issues accounted for 2 complaints, including concerns about privacy and facility limitations. Complaints regarding clinical non-examination reduced significantly from 7 to 1 , indicating improvement in this area. A further single complaint related to access to dental care , highlighting difficulty accessing treatment for an unresolved infection.
Norfolk Primary Care - Quality Account 2025/26
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