Our approach to complaints and negative feedback prioritises early resolution, ensuring that every concern leads to meaningful learning and improvement. Front-line teams are actively involved throughout the investigative process, helping to address issues and apply lessons effectively. We have refined our complaint-handling approach to focus more on direct engagement - facilitating conversations between complainants and the front-line staff involved. This person- centred, compassionate method reinforces NPC’s commitment to continuously enhancing quality and safety, embedding these principles firmly within our organisational culture. As part of our commitment to continuous improvement, we apply patient harm gradings when reviewing complaints and PALS concerns. The harm gradings used, guided by national policy, help us assess the impact of concerns and ensure appropriate responses. By using this structured approach, we reinforce patient safety, enhance learning, and drive meaningful improvements in care quality, with the following outcomes:
Complaints & PALS Concerns: Harm Gradings outcomes - Physical Harm for the 2024/25 period
Complaints & PALS Concerns: Harm Gradings outcomes - Psychological Harm for the 2024/25 period
Low Harm,
Moderate Harm 1%
Low Harm 6%
No Harm 93%
No Harm, 95%
No Harm Low Harm Moderate Harm Severe Harm Death
No Harm Low Harm Moderate Harm Severe Harm Death
Alongside the valuable feedback received through complaints and PALS concerns, we were delighted to receive 85 formal compliments during the same period, in addition to the positive responses from our patient surveys. These expressions of appreciation highlight the dedication and professionalism of our teams, reaffirming our commitment to delivering compassionate, high- quality care. Every compliment is shared with the relevant clinical teams and serves as motivation, reinforcing the impact of our work and inspiring us to continuously enhance patient experience and service excellence.
Norfolk Primary Care - Quality Account 2024/25
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