In July 2026 we visited the pharmacy in the Norfolk and Norwich University Hospital (NNUH) to speak with patients about their experience with the service. We also spoke to staff members in the department. During this visit we received 11 reviews from patients or family members and five from staff. The reviews have an average star rating of 4.5 stars out of 5.
The pharmacy provides medication for both inpatients and outpatients. Earlier this year, work began to install a new robot replacing the previous model, and it came online in April. The robot named ‘Dorothy’ manages stock and dispenses medications. Healthwatch Norfolk officers attended the pharmacy to gain the views of patients and staff on service provision since the introduction of this robot.
Overall, most patients we spoke to on the day were positive about their experience, finding staff helpful. Many patients were satisfied with waiting times, with some reporting they were shorter than previous visits and several acknowledging the department’s workload. A few said their prescription had not arrived despite clinicians elsewhere saying it would be available. One patient highlighted limited waiting area space.
Staff largely welcomed the new robot, citing reduced noise and increased productivity. Greater accuracy was highlighted as its main benefit. Some reported occasional issues with the robot, although these were generally viewed as teething problems. One staff member stated additional workspace is needed for a comfortable working environment.
