The majority of complaints are managed through an initial direct conversation with the patient or relative, using the communication method most appropriate for them (e.g., telephone, letter, email). This is followed by engagement with the relevant service lead and the clinicians involved. Most cases are resolved promptly within a few days, with all of them focussed on learning and continuous service improvement in accordance with PSIRF principles. After receiving a complaints response, complainants are advised to contact the Parliamentary Health Service Ombudsman (PHSO) if they remain unhappy. Over the period of 2025/26, there were no referrals to the PHSO or contacts from the PHSO (0 for the periods of 2023/24 & 2024/25).
Examples of key learning and service improvements are as follows:
We did: Shared the ‘Hello, my name is…’ campaign through internal communications. We have introduced written communications as to the GPFD Service team of the day which is clearly displayed in the reception area. All staff were reminded of the NPC Appearance and Dress Policy.
You said: The (GPFD Service) clinician did not
introduce themselves and was not wearing a name badge
We did: Develop further the ‘Greenlight Champion’ role (person with special interest in supporting those with a learning or developmental disability) and highlighted the need for sensitivity and consideration of the needs of the patient group to all staff
You said: The (practice) reception team should consider hidden disabilities in respect of those with complex needs and neurodiversity
Norfolk Primary Care - Quality Account 2025/26
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