CONTENTS Quality Account: Definition & Scope ........................................................................................................3 Norfolk Primary Care at a glance ..............................................................................................................4 Part 1……………………………………………………………………………………………………………………5 1.1 Statement on Quality from the Chair & Chief Executive...................................................5 1.2 Core Values & Vision ..........................................................................................................7 Part 2…………………………………………………………………………………………………………………..10 Our Services – An overview of Quality & Safety Performance in 2024/2025........................................10 2.1 An Overview of Norfolk Primary Care....................................................................................10 2.2 ‘Core’ Services – Planned Care..............................................................................................11 2.3 Urgent Care Services - Unplanned Care................................................................................21 2.4 Research, Education, and Training........................................................................................26 Part 3…………………………………………………………………………………………………………………..32 Clinical Quality & Safety Assurances .....................................................................................................32 3.1 Information Governance & Data Protection - Data Security & Protection Toolkit (DSPT) .32 3.2 Infection Prevention and Control (IPAC) ...............................................................................32 3.3 Audit - Clinical and Administrative ........................................................................................34 3.4 Safeguarding ...........................................................................................................................35 3.5 Patient Safety Statement ........................................................................................................36 3.7 Learning from Complaints & PALS Concerns.......................................................................40 3.8 Service Feedback – Patient and Service Users Experience Survey and Appreciations ....42 3.9 Staff Experience Surveys – Clinical & Non-Clinical Staff.....................................................43 Part 4…………………………………………………………………………………………………………………..47 Our Key Priorities .....................................................................................................................................47 4.1 Review of Key Priorities for Quality Improvements for 2024/25 – “We Did”.......................48 4.2 Current Focus: Key Priorities for 2025/26 .............................................................................49
Norfolk Primary Care - Quality Account 2024/25
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