Patient group Healthwatch Norfolk conducted a study into the region’s three acute hospitals – the Norfolk and Norwich, the James Paget, and the Queen Elizabeth. The study involved the organization’s staff spending a week in each hospital and surveying the opinions of over 1,400 patients. While most participants reported being happy with their care, frustrations over waiting times were a recurring theme. The survey found that almost three-quarters of A&E patients were not informed of expected waiting times. Healthwatch Norfolk is urging the hospitals to improve communication with patients and carers.
Despite the frustrations with waiting times, the majority of patients had positive experiences, with 69% rating their care as five out of five. The study also identified areas for improvement, including better communication about discharge plans and ensuring that hospital food caters to all dietary needs. Alex Stewart, the chief executive of Healthwatch Norfolk, emphasized the importance of the report’s findings and their impact on future engagement with hospitals. He noted that people’s views and experiences varied based on factors such as age, background, and disability, and the organization aims to work with different groups to ensure that the experiences of everyone, especially those who are seldom heard or under-represented, are taken into account.
The findings of the study will be shared with senior staff at all three hospitals, and Healthwatch Norfolk hopes the feedback will help the hospitals learn and improve. They also plan to repeat the exercise in the future at other hospitals in the county. The study highlights the need for clearer and more up-to-date communication with patients, particularly regarding waiting times. It also emphasizes the importance of considering the diverse needs and experiences of patients, and working towards improving areas such as discharge planning and dietary options. Through continued engagement and collaboration with different groups, Healthwatch Norfolk hopes to gather in-depth information and experiences to drive further improvements in healthcare.
