How you would like the Queen Elizabeth Hospital to communicate with you

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Summary of report content

Healthwatch Norfolk was commissioned by the Queen Elizabeth Hospital (QEH) to find out about views on how the QEH should communicate with patients and the public about their health, the hospital and how they could be involved in making changes. They developed a survey to which 335 people responded. Feedback was also gathered from public focus groups and engagement with the QEH workforce.

The importance of sharing information in a variety of ways to reach people not only in a way that they prefer but also in a way that’s accessible. There is an unmet need to record communication preferences centrally, so patients don’t have to repeatedly request correspondence in different formats.

Most people don’t mind what kind of appointment they have if they don’t need to visit the hospital in person. A third of respondents would prefer to have a phone or video appointment.

Most people would like to be involved in future hospital changes and it was important that they could see the results of their feedback.

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General details

Report title 
How you would like the Queen Elizabeth Hospital to communicate with you
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Monday, 30 May, 2022
Date evidence capture began 
Wednesday, 1 September, 2021
Date evidence capture finished 
Monday, 31 January, 2022
Key themes 
Communication between staff and patients
Digitalisation of services

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
Focus group
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
16-17 years
18-24 years
25-64 years
65-85 years
85 +
Asian / Asian British
Black/ African / Caribbean / Black British
Mixed / multiple ethnic groups
Sexual orientation 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
All care professionals
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.