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 Annexe 1.................................................................................................................................................................53 Stakeholder Statement – Norfolk & Waveney Integrated Care Board .............................................................53
Norfolk Primary Care - Quality Account 2024/25
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