NMC’s performance review for 2017-2018 published

Published on 23 April 2019

Our response to the report

Responding to the publication by the Professional Standards Authority (PSA) of the NMC’s performance review for 2017/18, NMC Chief Executive and Registrar, Andrea Sutcliffe said:

“Today’s report reiterates just how important it is to treat people with fairness and respect and to ensure we consider all concerns raised in referrals to us. We know that in the past we have not always got those things right.

“Encouragingly, the report recognises the significant progress we have made in more recent years, and how, through the introduction of our new public support service and our changing approach to fitness to practise we continue to improve, ensuring people are at the heart of our work.

“I’m sorry that our approach to a small number of PIP related cases fell short of what is expected. Our failure to fully address the concerns of some people making complaints and the lack of clarity in our decision making was not good enough.  Since 2018 we have taken action. This includes additional training for those making and communicating case decisions, as well as a new quality assurance approach to the way we initially review cases.

“The report also highlights the positive impact some of our key initiatives are making in supporting better, safer care, including the development of new education standards and our review of overseas registration requirements.

“But we’re not complacent and know that there is much more we can and must do. We’re grateful to the PSA for carrying out this review and for their feedback. We will continue to address the issues raised in this report and the PSA’s lessons learned review and build on the good progress that has been made over the last twelve months as we embark on the development of new five year strategy.”

Since 2017/18 we have:

  • Developed a new approach to fitness to practise that encourages openness and learning when things go wrong.
  • Established a new Public Support Service, focused on making sure that people who use services, patients, families and those who raise concerns are at the heart of what we do.
  • Reviewed our approach to cases relating to PIP assessments and our approach to evidence gathering
  • Reviewed our correspondence in fitness to practise and registration and revalidation to improve the way we communicate with people.
  • Launched an independent phone line to provide confidential emotional support for people who use services, patients, witnesses and family members.
  • Created a new information requests and corporate complaints team with transparency at its core.
  • Embarked on the development of a brand new five year strategy to be created in coproduction with the public, professionals, and our partners. 

You can read the full report on the Professional Standards Authority's website.

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