Pharmacy (NNUH) Feedback

Healthwatch Norfolk undertook research on the pharmacy service at Norfolk and Norwich University Hospital in July 2026. They spoke to 16 people, including 11 patients or family members and five staff members, to understand experiences of the service following the introduction of a new dispensing robot. The feedback received an average rating of 4.5 out of 5. 

Most patients reported positive experiences and described staff as helpful, friendly and supportive. Many were satisfied with waiting times and some felt prescriptions were being processed more quickly than on previous visits. Patients also valued receiving clear explanations about their medications. However, some reported delays because prescriptions had not been sent to the pharmacy when expected, and several commented that the waiting area was too small. 

Staff were broadly positive about the new robot, highlighting improvements in efficiency, accuracy and productivity. The robot was reported to have reduced dispensing errors, improved stock management and created a quieter working environment. Staff also praised the introduction of a new controlled drugs safe, although some noted occasional technical issues with the robot and raised concerns about limited workspace. 

The report concluded that the pharmacy was providing a largely positive service, with patients generally satisfied despite the busy environment. Areas identified for improvement included reducing issues caused by prescriptions not reaching the pharmacy, increasing waiting room space and privacy, and continuing to address operational challenges associated with the new technology.