Caring
We treat patients with compassion, dignity, and respect, ensuring their individual needs and preferences are central to all care decisions. We actively seek and act on patient feedback, ensuring patients feel heard and involved in shaping services. We promote a culture of kindness and respect within our workforce, recognising the link between staff experience and patient care. We support staff wellbeing through a range of initiatives, including Mental Health First Aiders, TRiM practitioners, and wellbeing programmes. We embed Freedom to Speak Up (FTSU) principles, ensuring staff feel safe and supported to raise concerns.
Responsive
We have improved access to GP services, ensuring patients can obtain timely care through a range of access routes, including digital and non-digital options. We use triage systems effectively to match patients to the right clinician or service, improving both efficiency and patient experience. We actively identify and address health inequalities, adapting services to meet the needs of underserved and vulnerable populations. We engage with Patient Participation Groups, Healthwatch, and local communities, using feedback to continuously improve services. We demonstrate responsiveness through clear “You said, we did” approaches, showing how feedback leads to change. We work collaboratively with partners across the ICS, ensuring integrated and patient- centred pathways of care.
Well-Led
We have strong governance and leadership structures in place, providing clear oversight of quality, safety, and performance across the organisation. We use robust data and intelligence to inform decision-making, supported by integrated dashboards and reporting systems. We foster a culture of continuous improvement and innovation, empowering staff to lead and participate in quality improvement initiatives.
Norfolk Primary Care - Quality Account 2025/26
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