Norfolk and Waveney ICS Quality Strategy 2022-2025

This strategy outlines our quality priorities for 2022-25 and makes a commitment to the people of Norfolk and Waveney, to deliver quality care, based on what matters most to the people using our services and the friends and family who support them.

The strategy is underpinned by continuous development of the Integrated Care Partnership and Integrated Care Board model for clinical leadership, quality management and assurance, and research and innovation, so that our compassionate and skilful workforce is able to provide safe, high quality, evidence-based care. While it does not replace existing quality assurance and improvement strategies developed by our partners, it highlights the importance of quality within our wider system working and sets out our collective approach.

This strategy will be supported by an Implementation Plan which sets out milestones and outcome measures so that we are able to clearly demonstrate how the strategy is having an impact. This will be published by the end of June 2023.

What Should Quality Feel Like?

Throughout the strategy, you will also see fictional case studies that describe how we believe that ‘quality’ touches on the experiences of patients and service users, carers and health and social care staff. Look out for Charlie, Nelson, Ben, Aaliyah and Canary Care!

Norfolk and Waveney’s approach to quality – how working with people and communities will impact quality, safety and patient experience

Norfolk & Waveney ICS believes in the importance of working with people and communities to implement systems that help support people to live a longer, healthier and happier life.  The overall ambition is to improve our local population services, health outcomes, and patient and staff experience; as well as providing safe, effective, accessible, sustainable and responsive care.  To do this Norfolk and Waveney is adopting a system wide approach.

Norfolk and Waveney ICS has chosen to place quality at the heart of how it plans, transforms, sustains and supports transformation of services.

Our core partners have collaboratively explored how quality can be woven into all that we do. The aspiration is that the ICS will be ‘quality led’ and that a day-to-day culture of quality improvement will be embedded across all local health and care. 

The service user voice has been included in the development of the system with patient leaders joining us as we plan.  The aim is to improve outcomes for people with lived experience through quality feedback loops.

Within Norfolk and Waveney ICS quality management incorporates quality planning, control and improvement, ensuring alignment with quality Assurance. In blending these different approaches together into a single quality system for Norfolk and Waveney, we aim to meet our goals and improve care for our service users.  Below is an introduction to the areas that together make up quality management:

Quality planning (QP)-quality by design.

  • Understanding the needs of the citizens a service is serving.
  • Making sure we understand the best evidence and the best possible service models.
  • Making sure we have clear priorities at every level that are aligned.
  • Having clear and simple governance arrangements.
  • Ensuring we have resources to deliver changes that focus on a few things that matter most

Quality Control (QC)-Process control

  • A set of measures to monitor service quality and performance, chosen by the team and tracked transparently in real time. Measures should be visible to all in the work setting through visible displays, encouraging dialogue with staff and service users.
  • Teams should meet regularly to discuss their data, responding to changes appropriately, with clear escalation.

Quality Improvement (QI)

  • A systematic approach, using data, to improving the quality and performance of a service that deeply involves those closest to the issue.
  • It requires a Project Team with diverse membership to collect data, develop change ideas and test their effectiveness.

Quality Assurance (QA)-Assurance/regulation

  • Occasional checks that we are providing ‘good’ quality care and meeting minimum standards.
  • Gaps can be identified, action plans written, and progress rechecked.

We have coproduced a video with our partners and with lived experience representatives, to demonstrate how we are working together and the benefits to the project outcomes and people involved.

Resources and Training for ICS staff

Our staff and colleagues across the system can access to a vast range of quality resources and training, via our dedicated Norfolk and Waveney NHS Futures Platform.

How to join FutureNHS and registering for an account

FutureNHS is open to anyone working in health and care. You can become a member if you are invited to join a workspace by a workspace manager, or you can self-register on the platform if you work for a trusted organisation like the NHS and have an @nhs.net, @*.nhs.uk, @nhs.scot or @phe.gov.uk email address. Simply head on over the registration page to join.

If you have a different email to these, you can request an invitation to join the FutureNHS platform through the new members’ page. 

Joining workspaces 

Once you have registered as a FutureNHS member, you will be able to search for and join more workspaces. To join the workspace, you will need to search for Norfolk & Waveney ICS Quality Faculty

Within the Quality Faculty Futures space, there is also a Discussion Forum, where members from all organisations can collaborate and discuss ‘Live’ issues, or reach out for input/support from Quality professionals