Feedback report: Lived Experience Walkthrough at North Devon District Hospital

Healthwatch Devon, Plymouth and Torbay worked with Headway North Devon to undertake a collaborative hospital walkthrough at North Devon District Hospital. The walkthrough aimed to understand the experiences of people with cognitive and communication challenges when accessing hospital services.

Participants with cognitive and neurological differences offered fresh insight into hospital accessibility. Many were unaware of tools such as the hospital passport or digital FYI flag system but responded positively once these were explained, showing the potential for wider communication and greater inclusion beyond the Learning Disability (LD) service.

Carers provided crucial support and emphasised the importance of clear, consistent guidance on when and where they can accompany the person they care for. Improvements in communication and facilities could help strengthen the sense of safety and reassurance for both carers and patients.

Participants recognised staff efforts but highlighted areas where clearer signage, simplified maps and improved sensory design (lighting, layout, flooring) could make the hospital feel more welcoming and easier to navigate for people with cognitive or visual challenges.

Hospital volunteers were seen as a significant asset. Their visibility and approachability were praised. Clearer staff identification and communication would help build further trust and accessibility.

Participants valued the empathy and patience they encountered and expressed a desire to be understood, supported and for their individual needs to be recognised. There is an opportunity to strengthen an inclusive culture where people feel confident and comfortable seeking help.