and comprehensive framework for investigation and response. As we move towards full implementation of the Patient Safety Incident Response Framework (PSIRF), these existing policies will be superseded by a new PSIRF policy and Patient Safety Incident Response Plan (PSIRP), aligning our processes with national best practice.
3.7 Learning from Complaints & PALS Concerns Our approach to handling complaints and PALS concerns is rooted in openness, transparency, and continuous learning. We use the principles of PSIRF throughout the process to ensure a thorough and fair investigation, whenever this is applicable. Patients and staff are fully involved from the initial inquiry to the final resolution, fostering a collaborative approach. Our ultimate goal is to drive improvement and learning from every complaint or concern, applying the same principles to all feedback we receive across our services to enhance patient care and experience.
Between 1st April 2024 and 31st March 2025, we received, investigated, and responded to 150 complaints or PALS concerns - 64 formal complaints and 81 PALS concerns - while 5 were referred to other parties as NPC was not involved in the relevant care. Whilst this marks a significant increase from the 59 cases reported in 2023/24 (33 formal complaints and 26 PALS concerns). The rise could be considered as a reflection on both our organisational growth in 2024/25 and our proactive approach to encouraging patient feedback, ensuring that concerns are raised and addressed effectively. When the number of complaints and PALS concerns received is set against the circa 184,010 patient contacts across all our services, it equates to a 0.08% complaint to patient contact ratio, which demonstrated a relatively low complaint volume (compared to a ratio of 0.05% in the 2023/24 period). Of those complaints received, 5% were jointly responded to with other organisations as the complaint involved pathways of care which were delivered outside of NPC’s clinical services.
Norfolk Primary Care - Quality Account 2024/25
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