Three Hospitals: Three Weeks: Patient experiences at Norfolk and Norwich University Hospital

During the week 17 to 21 July 2023 Healthwatch Norfolk visited Norfolk and Norwich University Hospital every day to find out about patient experience. They also visited Cromer Hospital on 27 July. They wanted to find out what was working well and what could be better. They spoke to a total of 383 people.

Most people were happy with their experience at the hospital. They were often able to find their way around the hospital and information about their care was explained to them in a way they understand. Across the hospital, staff were praised for being kind, helpful, and friendly and some patients told us about experiences where they went above and beyond for them.

In Accident and Emergency some patients were frustrated with the waiting time and wanted to have more information about waiting times. Healthwatch also heard from a couple of patients who came to A&E and had confusing discharge experiences after being told they would be admitted and consequently having to leave the hospital in the middle of the night. On inpatient wards they heard that most people felt well communicated with and that they could easily contact someone if they had any questions. Healthwatch also heard about some difficulties getting food for specific dietary needs and some suggestions for improving comfort on the wards such as having a pillow when they needed one, having easier access to lockers, and having buzzers responded to quicker. Healthwatch met the Pets as Therapy dogs and learnt about the role they have on inpatient wards.

Issues with discharge were also discussed particularly around difficulties getting support in the community or care packages in place. Healthwatch also heard about discharge plans changing sometimes giving false hope to patients.

Letters received for outpatients’ clinics were often easy and clear to understand and included all the information that patients needed. Many patients felt that their care was explained to them well and they felt involved in decisions. One frustration for outpatients was car parking in particular a lack of disabled parking spaces. Other comments discussed comfort in the waiting room such as the temperature and access to refreshments. 

Healthwatch also spent one day at Cromer Hospital to speak with patients. Patients there were very happy with their experiences and were particularly pleased with the hospital being local and being treated well by staff.