The NPC management team has worked with the team at Norwich Health Centre to implement new initiatives to make the practice more accessible to patients. The practice is striving to further improve the quality of care provided by patients by applying new ways of working the appointment system and increasing the workforce to a capacity, which enables timely access to those appointments.
Over the 2024/25 period, the patient survey results show that 91% of patients think that the service is ‘Very Good’ or ‘Good’ and demonstrates that 91.5% of them would recommend the service to their Family & Friends.
What did the patients say about the Norwich Health Centre service?
“Sometimes it can be a bit of a wait to get an appointment. The staff are all very friendly and today I was in and out within 20 minutes.” Norwich Health Centre, Health Watch Norfolk Patient Survey Feedback WHAT WE DID: We introduced a new appointment system designed to enhance patient access by strategically reviewing and optimising the capacity of our clinical workforce.
“Everything ran on time and the nurse was charming and efficient in taking my blood, I didn't faint which is good! It can be frustrating waiting on the phone and the amount of messing about pressing one for this and two for that, it's hard to talk to who you need to talk to.” Norwich Health Centre, Health Watch Norfolk Patient Survey Feedback
“I was seen quickly, the nurse was lovely and explained everything so well. It was good and she explained the next steps to me too.” Norwich Health Centre, Health Watch Norfolk Patient Survey Feedback
In addition to the appointments delivered at Norwich Health Centre, there has been 2,774 walk-in phlebotomy appointments delivered via a clinic which is held at the Walk-In Centre. This supports patients to access drop-in appointments for blood tests from the hours of 08:00 – 12:30 hours, who would otherwise attend their own registered GP practice. Patients who attend are required to bring a request form with them, which their own GP practice would have generated prior to their attendance to the walk-in phlebotomy clinic. The last CQC inspection of the Norwich Health Centre and the Walk-In Centre was in February 2022, and both were rated overall as ‘Good’. Note : This was carried out while both services were under a previous organisation’s management.
Norfolk Primary Care - Quality Account 2024/25
14 | Pa g e
Made with FlippingBook - Online catalogs