to improve how aspects of quality and safety are met and are well embedded into the organisational culture and ethos. During 2023/24 the Complaints and PALS processes were audited. This was a useful exercise to benchmark where we are and where improvements or developments in processes can be made to further the quality of handling complaints, and to highlight any themes to complaints or PALS concerns. The audit highlighted areas of best practice and maturity in the governance processes and the few recommendations which were made, have been implemented. The thematic review highlighted that the most common cause for complaints. The results of which were: • Clinical factors: 35% of all complaints • Multiple factors (all or some of the below): 30% of all complaints
• Attitude factors: 22% of all complaints • Administrative: 4% of all complaints
• 2% of complaints were not applicable to identify a root cause of the complaint due to the circumstances around the complaint investigation process not being pursued due to no consent for full investigation being received) As a result of the audit, there was the implementation of training for the complaint and PALS handling team, reviewing and implementation of an enhanced investigation process, educational events for clinicians to support good communication during consultations, and a good pastoral support process for staff when a complaint is made in relation to their clinical practice. This all supported a better outcome and resolution to complaints in a way which is conducive to the complainant and the staff involved. Part 4: Our Key Priorities 4.1 Review of Key Priorities for quality improvements for 2023/24 Primary Care Dashboard The Primary Care dashboard project has now been implemented and provides an accessible data tool for GP practices in North Norfolk to use. It is hoped the dashboard will provide Practices, PCNs and North Norfolk with the quantitative evidence to support the ‘Primary Care narrative’ ultimately demonstrating why Primary Care is busy, identify pinch points to help address these and to enable collaborative working with planning for the future. NNPC is acting as a facilitator in this project between North Norfolk GP practices (represented initially by Practice representatives) and Real World Health (who have are ‘built’ the dashboard). It facilitates the Practices to see certain metrics of their own Practice data, data across their PCN, and an overall North Norfolk picture of the ‘system’.
North Norfolk Primary Care - Quality Account 2023/24
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