Three Hospitals Three Weeks patient experiences at Norfolk hospitals September 2023

During the summer of 2023, we spent a week each at the Queen Elizabeth Hospital in King’s Lynn, the James Paget University Hospital in Gorleston and the Norfolk and Norwich University Hospital in Norwich, as well as a day at Cromer Hospital. The team visited outpatient clinics, patients on wards, and Accident and Emergency to speak with patients, their carers and visitors.

Our report summarises our findings based on 1416 survey responses, 56 observations, and 37 staff experiences.

Most people we spoke to were happy with the care they received although opinions differed over how they were involved in their care. There were also concerns about cross-departmental communication, and waiting times in Accident and Emergency and outpatient clinics. The difficulties of parking were also mentioned at all hospitals.

We made a series of recommendations including ensuring staff continue to work with kindness, dignity and respect, make sure communication is clear, review food menus, make sure patients understand their care journey through the hospital, and look at both the discharge process and waiting lists.

It would be better if we could have been seen quicker as we don't know what is wrong and that is the worrying part.

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