12 Patient safety Patient safety underpins all major decisions at Vocare and is our primary consideration when we make any changes to the way we operate. We believe Vocare is a learning organisation, in that we are constantly seeking feedback from staff and patients on any issues that need attention in relation to safety and service. For staff this encouragement to share insights on our performance begins at their first induction, while every piece of communication that reaches patients or their loved ones includes a call to action to provide feedback. Complaints or problems are handled by our regional governance teams and presented to our local clinical leads and investigated. Details of any resultant changes that are put in place are shared across the organisation through our internal communications channels. Similarly, we respond quickly to any external threats to patient safety by sharing vital information group-wide, quickly and comprehensively. We have always had a robust, detailed set of clinical guidelines but over the last year we have made it faster and easier to access for clinicians. This has been achieved by launching a digital version designed to be navigated quickly on mobile devices; providing doctors with all the information they need at their fingertips. In the last 12 months, we have also updated our Special Patient Register (SPR) system to further reduce risk in patient journeys. Many patients, such as those at end of life, or those experiencing long-term mental and physical health conditions, require coordinated clinical care in an out-of-hours or urgent care setting. Review of quality services Year ended 31 March 2016 Delivering 24/7 urgent care in hospitals, at our centres, at patients’ homes, and virtually