Strategic aims
Quality
Delivering consistently high-quality care is the foundation of a fair, inclusive, and sustainable care system. In Norfolk, we know that while many services are rated good or outstanding, (74.1 % as of September 25, based on combined CQC and PAMMS ratings) there is still too much variation - especially in services for people with complex needs.
Recruitment pressures, staff turnover, leadership capacity, and financial constraints can all affect continuity and care quality. That's why our approach to improvement is focused and proactive - strengthening leadership, embedding continuous learning, and involving people with lived experience in shaping services. Quality is not just about meeting standards - it's about delivering what matters most to people:
- Feeling safe
- Respected
- In control of their care
We want everyone in Norfolk to experience safe, consistent, person-centred care that meets their needs and aspirations.
Our ambitions
- For all our commissioned services to be rated good or outstanding by the Care Quality Commission (CQC) or via Provider Assessment and Market Management Solution (PAMMS)
- Embed robust quality assurance processes across all services, using tools like PAMMS and CQC ratings alongside feedback from people who use services
- Support the development of fit for purpose care environments by encouraging investment in the built environment and supporting providers to adapt settings to meet more complex needs
- Involve people who are in receipt of care and support in driving quality improvement through co-production, lived experience panels, and peer review
- Ensure that new contracts and tenders set clear quality expectations, and that underperformance is addressed through a proactive escalation approach
- Support peer-led improvement networks and encourage collaboration between providers to share good practice and innovation
- Ensure that services reflect the principles of equality, diversity and inclusion, delivering person-centred support that meets the needs of all communities in Norfolk
What this means for providers
- You'll be supported to develop and maintain high standards through quality improvement initiatives, peer learning, and leadership development
- We'll work with you to improve outcomes and celebrate excellence
What people can expect
- To feel safe, respected, and supported by staff who are well trained and responsive to their needs
- To have confidence that the services they receive meet quality standards and are continually improving
- To receive inclusive care that understands and values their identity, culture, and preferences
