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Topic Summary

Topic summary

This section provides information on the public's view on what affects their health and wellbeing and on services provided to meet their needs. It also contains information on patient / client specific views on services.

Below is a list of health and wellbeing topics that people in Norfolk have expressed their views about. For each topic you will find a range of information about each source: this could be a summary of people's views based on a single survey, a link to a website or the report, or a copy of the report if it isn't publically available online. Just click on the ones you are interested in

Quality of Life Surveys

2011 Census - Health and provision of unpaid care

In the 2011 Census residents were asked questions about:

  • how they perceive their health (very good, good, fair, bad or very bad)
  • whether long term health problems limits their activities (not limited, a lot or a little)
  • how many hours a week of unpaid care they provide (none, 1-19, 20-49 or 50+)

Results are available at numerous levels including County, District Council, Clinical Commissioning Group, Wards and Children’s Centre. Click here to select area level and view results

Measuring Subjective Well-being (April 2012): 1270-1280 respondents

Source Information: Between April 2011 and March 2012 the Office for National Statistics (ONS) asked four subjective well-being questions within the constituent surveys of the Integrated Household Survey (IHS):

  • Overall, how satisfied are you with your life nowadays?
  • Overall, to what extent do you feel the things you do in your life are worthwhile?
  • Overall, how happy did you feel yesterday?
  • Overall, how anxious did you feel yesterday?

The Measuring Subjective Well-being programme is part of a wider ONS project to draw together social and economic data from a wide range of government departments and other organisations to paint a broad picture of UK society today, and how it has been changing but this summary focuses on subjective views of wellbeing.


Low %

High %


21.3 (24.1)

78.7 (75.9)


18.0 (20.0)

82.0 (80.0)

Happy yesterday

26.5 (28.9)

72.5 (71.1)

Anxious yesterday

57.6 (60.1)

42.4 (39.9)

Between 1270 and 1280 people in Norfolk answered the four subjective well-being questions (the number varies slightly for each of the different questions).

For the first three questions, low refers to ratings of 0-6 and high refers to ratings of 7-10 when zero is 'not at all' and ten is 'completely'. For the question about anxiety, low is 0-3 and high is 4-10. The UK mean average figures for comparison are shown after the percentage for Norfolk.

Find out more about the ONS Programme Measuring National Well-being:

West Norfolk Quality of Life Survey (December 2011): 2501 respondents

Source information: In July 2011 the West Norfolk Partnership commissioned MEL Research to undertake the third West Norfolk Quality of Life Survey. The survey aims to provide the partnership with feedback from residents aged 16 and over about perceptions of West Norfolk as a place to live. This the third time the research has been undertaken and an important part of the research is to track how perceptions are changing over time.

Main Findings: The 'Safe and Healthy' section reports participants' views of six different aspects of wellbeing:

  • How safe people feel - generally speaking feelings of safety are high in West Norfolk with 99% of respondents feeling safe during the day and 79% feeling safe walking alone after dark, decreasing slightly amongst older people and women.
  • Crime and anti-social behaviour - respondents were asked how much of a problem crime and anti-social behaviour types are in the local area. Just over one in ten (13%) respondents said that teenagers hanging around or people being drunk/rowdy is a problem (very or fairly big problem).
  • Leading a healthy lifestyle - respondents appear to have generally good health over the last year, 86% of respondents said their health had been good (very or fairly) compared to 14% who said they had had poor health. Good health has remained fairly consistent with previous results, but decreases in line with age from 97% of 16-24 year olds to 71% of 75+ year olds.
  • Smoking and alcohol - twenty-seven per cent of respondents said they smoke (similar to previous years) and 16% live with someone who smokes. The proportion of respondents who live with someone who smokes has increased each survey year. Smoking prevalence in West Norfolk is above the national average.
  • Mental wellbeing - respondents were asked if they had felt calm and peaceful, felt nervous about things, felt down in the dumps and if they had been a happy person during the last four weeks. Around nine out of ten respondents (88%) said they have been a happy person all or most of the time. Around eight out of ten respondents felt calm and peaceful all or most of the time and few respondents have felt nervous about things (4%) or so down in the dumps that nothing could cheer them up (2%).
  • Overall satisfaction with life - generally respondents were satisfied with their life as a whole: 91% were satisfied of which 27% were very satisfied and 63% were fairly satisfied. The level of satisfaction has remained similar over time (95% 2009 and 85% 2007).

Read the full report - West Norfolk Quality of Life Survey


Healthwatch Norfolk

Healthwatch Norfolk has published (March 2014) an independent evaluation of patients' experiences of the community pharmacy flu vaccination service in Norfolk. The report found that people are happy with the service.

Read Healthwatch Norfolk report on flu vaccination service at -

Find out more about Healthwatch Norfolk at -

Norfolk Citizens' Panel, Wave 19 (Feb 2010): 5142 respondents

Source information: The Norfolk Citizens' Panel was set up in 1999. It followed the citizens' panel pilot of 1,000 people, between King's Lynn and West Norfolk Borough Council and Norfolk County Council. Topics in the Wave 19 questionnaire were: Travel and Transport in Norfolk, Norfolk Constabulary, Pharmacies, and Dental Services in Norfolk. 5142 completed questionnaires were returned by post or completed online (4687 and 455 respectively), representing an overall response rate of 73%.

Pharmacies - Questions cover: frequency of visit, pattern of activity, use of different pharmacy.
"More than eight in ten residents rated their most recent visit to a pharmacy good overall (50% very good and 33% good), with only a small minority rating it poor (2% poor and 0.5% very poor)." (p5)

Read the full report - Research Report | Norfolk Citizens' Panel Wave 19


Dental services

A Preliminary Survey of NHS dental health services in Norfolk in 2010-2011 (July 2011): 58 responses out of 93 (62.4%)

Source Information: Report by Norfolk LINk for NHS Norfolk for Action.  The aim of the project was to obtain an overall picture of the provision and quality of NHS dental health services in Norfolk.  The study investigated reasons why people have not visited an NHS dentist and whether access (defined by factors such as physical access, availability of information and booking procedures) is a contributory factor.  In addition, the researchers wanted to know if Patient Participation Groups were a feature of dental practices as this would indicate the level of patient involvement in shaping and delivering services.  As a preliminary survey the questionnaire was targeted at dental practices so the findings are based on their responses and have not been verified by LINk.

Main findings:

  • Opening hours reflected a wide range of times for appointments.
  • The provision of domiciliary (except in Norwich and West Norfolk) and sedation services were poor.
  • Access for people who may need extra support provided a mixed picture:
    Access for wheelchair users was fairly good
    Only 9% of respondents had a hearing loop in place
    28% of practices had no support in place for people with learning disabilities
    26% had no support for patients who spoke English as a second or foreign language
    17% had no arrangements in place for people with visual disabilities.
  • Patient and public involvement activities were almost non-existent; only one practice had a PPG (Patient Participation Group). Many practices used suggestion boxes and surveys but, without more information on what they actually involve it was not possible to comment on whether or not they further patients' interests.
  • Systems in place for information appeared adequate but did not empower the patient. A booklet or notice about patients’ rights and what type of service they can expect would in LINk’s view be more powerful.
  • 24% of practices could not take on any new NHS patients suggesting constraints on choice.

Norfolk Citizens' Panel, Wave 19 (Feb 2010): 5142 respondents

Source information: The Norfolk Citizens' Panel was set up in 1999. It followed the citizens' panel pilot of 1,000 people, between King's Lynn and West Norfolk Borough Council and Norfolk County Council. Topics in the Wave 19 questionnaire were: Travel and Transport in Norfolk, Norfolk Constabulary, Pharmacies, and Dental Services in Norfolk. 5142 completed questionnaires were returned by post or completed online (4687 and 455 respectively), representing an overall response rate of 73%.

Dental Services in Norfolk - Questions cover: awareness of adverts promoting access to dental services in Norfolk and attendance for regular dental check ups.
"When residents were asked whether they had seen any of the adverts promoting access to dental services, just over one in ten (13%) said yes. Of these, more than a half (54%) saw them in the newspaper. About three in ten saw them in local GP surgeries (31%) and one in five on a bus/taxi/train (21%).
More than eight in ten residents (82%) say they attend regular dental check ups. Among those who do not, the main reasons for this are because they only visit the dentist if there is a problem (32%) and that it costs too much (24%)." (p10)

Read the full report - Research Report | Norfolk Citizens' Panel Wave 19


Safety in the community

Norfolk Citizens' Panel, Wave 19 (Feb 2010): 5142 respondents

Source information: The Norfolk Citizens' Panel was set up in 1999. It followed the citizens' panel pilot of 1,000 people, between King's Lynn and West Norfolk Borough Council and Norfolk County Council. Topics in the Wave 19 questionnaire were: Travel and Transport in Norfolk, Norfolk Constabulary, Pharmacies, and Dental Services in Norfolk. 5142 completed questionnaires were returned by post or completed online (4687 and 455 respectively), representing an overall response rate of 73%.

Wellbeing - safety in the community - Questions cover satisfaction with police, perception, frequency and impact of anti-social behaviour (which affects an individual's sense of wellbeing).
"When asked whether any of these activities made residents feel different about the area in which they lived, almost four in ten said that nuisance driving (38%) and litter problems (37%) made them feel different. About three in ten said that street drinking (31%), fly tipping (31%) and damage to property/vehicles (31%) made them feel different.  In contrast, activities such as football (12%), skateboarding (12%) and prostitution (11%) had little impact on residents' perceptions of the local area." (p4)

Read the full report - Research Report | Norfolk Citizens' Panel Wave 19


NHS services and Quality Accounts

Family and Friends Test (December 2012)

Patients using hospital inpatient, A&E and community services in Norfolk are asked this question “How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?” with answers on a scale of extremely likely to extremely unlikely. Healthwatch Norfolk has pulled together the results for the county's three acute hospitals and for Norfolk Community Health and Care at October 2013. The inpatient ward scores for our hospitals in Norfolk continue to show that on average, most people would be happy to recommend the service they received to their family and friends.

Find out more...

  • NHS England: Friends and Family test Data
  • Homeless people’s access to health and social care services (2013)

    Healthwatch Norfolk and Access Community Trust have carried out a user-led project into Homeless People's Access to Health and Social Care Service. The findings of the survey highlight the multiple barriers that this group encounters when accessing care. The situation of homelessness is accompanied generally by poor mental and physical health, problems of access in terms of personal economic situations, lack of information, lack of understanding and poor experiences when interacting with services.

    Find out more...

    • Homeless people’s access to health and social care services - A Healthwatch Norfolk briefing note - December 2013
    • View full report: Homeless people's access to health and social care services - 2013

      Norfolk Citizens' Panel, Wave 20 (May 2010): 4863 respondents

      Source information: The Norfolk Citizens' Panel was set up in 1999. It followed the citizens' panel pilot of 1,000 people, between King's Lynn and West Norfolk Borough Council and Norfolk County Council. Topics in the Wave 20 questionnaire were: Rural Roads, Gender Equality, Hate Crime and Reporting , Norfolk Constabulary, and NHS Services and Quality Accounts. 4863 completed questionnaires were returned by post or completed online (4,479 and 384 respectively) representing an overall response rate of 70%.

      This summary focuses on respondents' views of NHS Services and Quality Accounts (annual reports to the public from organisations which provide NHS services about the quality of services).

      • Two-thirds of panellists have used any NHS service in the last 12 months. This is most likely to have been community dental services. Use of any services increases with age.
      • The majority of service users (more than four-fifths) have been satisfied with the quality of NHS services overall. Just over one in twenty have been dissatisfied.
      • In terms of the information that panellists feel should be included in the Quality Accounts, the most frequently selected are proposed quality improvements, the cost of services and/or quality reviews.
      • When presented with a list of possible objectives of Quality Accounts, nearly two-fifths considered all to be relevant. Individually, 'to provide information about the quality of the services a provider delivers to the NHS' is the most frequently selected (by a third).
      • Nearly half the panellists say they would like to be notified when Quality Accounts are published. The proportion increases with age, from around a third of under 45 year olds to more than half the 65+ year olds. It increases to more than three-fifths of panellists with a disability.
      • Around a third of panellists would prefer the format for the Quality Accounts to be that of a printed leaflet, while a similar, slightly lower, proportion would prefer to view it online via a web link. While younger panellists are more likely than average to prefer a web link, older panellists (65+) are significantly more likely to prefer printed leaflets or booklets.
      • Two-fifths of panellists giving a valid response are confident that Quality Accounts will help improve the quality of services, but the majority (the remaining three-fifths) are not confident that they will.
      Read the full report - Research Report | Norfolk Citizens' Panel Wave 20


Stop Smoking Services in Norfolk

Norfolk Citizens' Panel, Wave 21 (Nov 2010): 4600 respondents

Source information: The Norfolk Citizens' Panel was set up in 1999. It followed the citizens' panel pilot of 1,000 people, between King's Lynn and West Norfolk Borough Council and Norfolk County Council. Topics in the Wave 21 questionnaire were: Stronger Communities, Broadband, The Vocal Local Campaign, Confidence in the Police, Norfolk Police Authority, Perceptions of Anti-social Behaviour, Safer Neighbourhood Teams (SNTs), Climate Change, Stop Smoking Services in Norfolk, NHS Norfolk's Five Year Strategic Plan, NHS Norfolk's Annual Guide to Health Services. 4,600 completed questionnaires were returned by post or completed online (4,207 and 393 respectively) representing an overall response rate of 66%.

This summary focuses on respondents' views of Stop Smoking Services in Norfolk.

  • About one in ten residents currently smoke (11%), with over a third saying they used to smoke (36%). Among these, just over three quarters say they have heard of the stop smoking service offered by NHS Norfolk (77%).
  • Just over one in ten residents who currently or used to smoke have used the stop smoking service (12%). Seven in ten (71%) of these said they had found it helpful, with one in ten saying it was unhelpful (9%).
  • Among those residents who currently smoke, the main suggested ways to encourage them to use the stop smoking service are knowing more about the service (14%) and reducing the cost of prescriptions etc (9%). However, just under one in five feel that nothing would encourage them to use the service (17%).
  • Among those who currently smoke and have not used the stop smoking service, one in ten (11%) say they are likely to use it in the future. However, almost eight in ten (78%) say they are unlikely to do so.
  • Six in ten of these say they know how to access the service (59%). Six in ten current smokers who have not used the stop smoking service think the best place for NHS Norfolk to provide it is in GP surgeries (59%). Smaller proportions suggest pharmacies (30%), health clinics (27%), community centres (23%), hospitals (18%) and community halls (18%).
Read the full report - Research Report | Norfolk Citizens' Panel Wave 21


Activities and priorites for NHS in Norfolk

Norfolk Citizens' Panel, Wave 22 (April 2012): 4454 respondents

Source information: The Norfolk Citizens' Panel was set up in 1999. It followed the citizens' panel pilot of 1,000 people, between King's Lynn and West Norfolk Borough Council and Norfolk County Council. Topics in the Wave 22 questionnaire were: Local Decision Making and Participation, 'Your Norfolk' Residents' Newsletter, Norfolk County Council's TV Channel, Confidence in the Police, Preferences for Contacting Different Organisations Concerning Non-urgent Issues, The Criminal Justice System, and the NHS in Norfolk. 4,454 completed questionnaires were returned by post or completed online (4,101 and 353 respectively), representing an overall response rate of 65%.

This summary focuses on respondents' views of activities and priorities for NHS in Norfolk.

Residents were given the following information: 'Over the years NHS Norfolk has done a great deal to involve local people, patients and carers in our planning and decision-making. The following statements are what people have told them. They now want to check with respondents that this is still what they want NHS Norfolk to do'. They were then asked to agree or disagree with the following 19 statements:


% agreeing

Provide the right care, at the right time, in the right place to a high quality for the people of Norfolk


Have the care in the community/care closer to home up and working before you withdraw services from the acute hospitals


Provide appropriate and safe support in the community to reduce the length of stay in a hospital


NHS Norfolk should make efficient and cost effective, flexible use of resources based upon patient need


Increase investment in intermediate care services (for people who are too ill to stay at home without care but not ill enough to be in an acute hospital) to provide care closer to home


The way to provide excellent healthcare for the people of Norfolk is for health and social care staff and others to work together in close partnership


Implement the 'gold standard framework' for all people nearing the end of their life by identifying patients in the last years of life, assessing their needs, symptoms and preferences and planning care on that basis, enabling patients to live and die where they choose


Hold providers of healthcare services to account to ensure they make effective use of tax payer's money


Provide more healthcare services in primary care (GP practices, pharmacies etc) and the community, rather than in acute hospitals, when medically appropriate to do so


Support people to stay at home and provide community services to avoid crisis


Increase investment in mental health care services for older people for the assessment, diagnosis and treatment that will support alternatives to a hospital admission


Patients should have their outpatient care provided in more local surroundings within primary care than the current situation, reducing the need to travel


Focus on improving urgent care for the elderly


Translate your goals and strategies into action - just do it!


Improve ability to both predict and recognise frequent service users and provide appropriate care packages to reduce the need for patients to seek urgent care and the use of emergency services


NHS Norfolk should ensure a focus on quality of care whilst considering cost effectiveness


Focus on frail older people, people with disabilities and people with long term conditions , such as diabetes, stroke and chronic obstructive pulmonary disease (COPD)


GP practices should help manage demand on urgent care services through effective triage ( the process of determining the priority of patients' treatments based on the severity of their condition)


Invest in assistive technologies (specialised equipment, designed to increase the independence of people living at home with physical or learning difficulties, dementia or other cognitive impairments) and telemedicine, allowing patients to receive care and advice in their own homes


Do not agree with any of these


Not sure/not provided




  • The majority agreed with each statement (ranging from 71% to 93%).
  • The most popular was providing the right care at the right time in the right place (93%). Having the care in the community/closer to home (87%), providing appropriate support to reduce the length of stay in a hospital (87%), making efficient and cost effective use of resources based upon patient need (86%), increasing investment in intermediate care services (85%) and health and social care working together in close partnership (85%) were also strongly supported.
  • Residents were asked to rank the top three areas/issues for the NHS and the most popular were more care in the community/home (23%), care for the elderly (19%) and better use of resources / be more efficient (15%).
Read the full report - Research Report | Norfolk Citizens' Panel Wave 22


Disabled residents' views of access to health services

Disability Equality in Norfolk Today (May 2011): 210 respondents

Source information: This report by the Norfolk Community Cohesion Steering Group for Norfolk County Council presents the findings of a Norfolk wide survey conducted across 2009/2010 which asked 210 disabled residents of Norfolk a number of key questions about how they felt about accessing employment, provision of services, decision-making, education and transport, how safe they felt in their communities and what they felt people's attitudes to disabled people were.

This summary focuses on respondents' views of access to health services.

  • In response to the question 'When you attend an appointment with a family doctor/GP how often is it accessible to you?' around three-quarters of respondents said 'always' and around two-thirds agreed that appointments at hospital were 'always' accessible.
  • Barriers to accessing health services were identified as: poor public transport, lack of parking spaces for disabled drivers (or spaces which are not monitored and are used by non-disabled drivers), inability of staff to communicate with people with disabilities or lack of awareness of the effects of disability or long-term illness, availablity of information in different formats, and poor building design.
  • There are a number of services that disabled people say they don't know about or don't use. It must not be assumed that this is not an issue (in other words that disabled people don't want to use them) but that it is likely that at least in some cases significant barriers exist which prevent disabled people from using those services or knowing about them and how to use them.
  • There are some services which disabled people state are generally quite accessible to them (notably access to libraries, visiting a family doctor and cultural activities). It is therefore likely that there are lessons to be learnt about how those services make themselves accessible to disabled people that other organisations could emulate.
  • There are still significant barriers to accessing some types of services namely access to health and mental health services. The key barriers would appear to be attitudes to disabled people, understanding the requirements of people with different types of impairments and access to information and physical access.

Road safety

National Highways & Transport (NHT) Network Public Satisfaction Survey (Nov 2011): 877 respondents

Source information: The NHT public satisfaction survey collects public perspectives on, and satisfaction with, highways and transportation services in local authority areas. The aim is to identify which services the public think are most important and understand how satisfied they are with delivery of those services.

Respondents in Norfolk said that safety on roads was the second most important service (road condition being most important) and the third service most in need of improvement

Read the full report - National Highways & Transport Network Public Satisfaction Survey 2011

Details of road traffic casualties in Norfolk in 2010 can be found on Norfolk Insight at


Bullying in schools

Norfolk Schools Anti-bullying Survey (November 2011): 5798 respondents

Source Information: The Norfolk Schools Anti-bullying survey takes place each year to mark National Anti-Bullying Awareness Week. In 2011, 50 schools participated and 5798 respondents gave their views. The survey asks children and young people in years 5-10 (children and young people aged 9-15) about their experiences of bullying in and outside of school and how they feel their school deals with the issue.

  • Over a third of respondents (37.9%) said they had been bullied a lot or a little in school in the last twelve months but 62.1% of people had not experienced bullying.
  • Most bullying in schools was verbal (71.1%) but just over a quarter of respondents (27.9%) said they had experienced cyber-bullying (bullying through a mobile phone or computer).
  • Text messaging and inappropriate use of social networking sites were the most common methods of cyber-bullying (36.3% and 33.6% respectively).
  • When asked who they would confide in about bullying in or outside of school, most respondents said parent or carer or their friends.
  • 70.1% of respondents said their school deals with bullying very or quite well and around two-thirds (66.4%) always feel safe at school.

If you would like to see a summary of the results it can be found here:


Views of young people who attend special or complex needs schools

Special Education Needs School Consultation Report (November 2011): 87 respondents

Source Information: The Centre for Empowering Practice and the Norfolk Coalition of Disabled People (NCODP) Youth Forum carried out workshops with young people who attend special or complex needs schools in Norfolk.  The workshops focused on young people's ideas of independence, their aspirations for the future, barriers they faced and potential solutions to overcome the barriers: aspects relevant to wellbeing.

The report concluded:

  • "The process demonstrates that person centred working and personalisation are the clear ways forward. All young people want the opportunity to pursue the things of interest and relevance to them; this may mean they need specific support or resources. If young disabled people are going to be part of any kind of community they are going to have to be able to access it, to be included and not left out." (p.23)
  • "The young people themselves are crucial to identifying solutions to the barriers that they face, and the best possible way to empower young disabled people is to consistently listen to their views and act upon their suggestions. If their suggestions are not possible, engage with them to work through barriers so that any solutions actually meet their need and not the perceived need." (p.23)
Health needs of Black and Minority Ethnic groups in Norfolk

A Survey of the Health Needs of Black and Minority Ethnic Groups in Norfolk (August 2010): 81 respondents

Source Information: The report was commissioned by NHS Norfolk as part of their 'Race for Health' programme which was set up to better understand the health inequalities experienced by Black and Minority Ethnic (BME) groups and to develop services that are responsive and appropriate to their needs. It was researched and written by staff at the Centre for Applied Research in Education and School of Medicine, Health Policy & Practice at UEA. The report summarised the health needs of BME groups in Norfolk as:

Changes to healthcare

  • Improve and extend cultural and religious awareness among healthcare providers, including sensitivity to diet.
  • Overcome language barriers through translation and interpreting services that are provided more widely to users and utilised more effectively by healthcare staff.
  • Improve access to healthcare through services that are more responsive to users needs, such as longer opening hours and faster access to appointments.


  • Equitable access to healthcare services, including obtaining appointments at GP surgeries and the range of NHS services.
  • Healthcare staff overcoming prejudicial attitudes and assumptions.
  • Knowledge of the healthcare system and what is available to service users.

Specific health conditions

  • Several health conditions and health risks were reported; these include but are not limited to: diabetes, heart disease, substance abuse.
  • Mental health is a significant and, at times, complex problem among several BME groups, including the Traveller community.

Risk factors

  • The evidence in this project indicated that stress, smoking, alcohol and substance abuse, diet and sedentary lifestyles were the main risk factors.


  • Word of mouth is the most effective means of communication among BME groups.
  • Written communication - hardcopy (leaflets, for example), online - was found to be very useful for several, though not all, groups.

Support during ill health

  • Tradition and cultural practices typically determine the support, much of which is provided from within the individual's own BME group.
  • Support from faith groups, cultural associations and/or community groups can also constitute a significant means of coping with health-related issues. (p.4)

The full report can be read at

A Survey of the Health Needs of Black and Minority Ethnic Groups in Norfolk

GP Patient Survey

Experiences of using GP services in Norfolk (Sept 2013): 13,855 respondents

The GP Patient Survey aims to find out what patients think about their GP surgeries and other primary medical care services in England. It asks people to think about their recent experiences at their GP surgery including access and the quality of care they receive from their local GPs and out-of-hours doctor services. Between March 2012 and July 2013 30,125 people registered with GP surgeries in Norfolk were asked to take part in The GP Patient Survey and 13,855 people completed the survey.

Healthwatch Norfolk has collated the results for 105 GP surgeries in Norfolk

  • View full report - Experiences of using GP services in Norfolk

    Find out more...

    The GP Patient Survey asks patients about a range of issues related to their local GP surgery and other local NHS services. This includes questions about how easy or difficult it is for patients to make an appointment at their surgery, satisfaction with opening hours, and the quality of care received from their GP and practice nurses, amongst other things. It runs twice a year and each survey is mailed to around 1.4 million patients. Results are available for Norfolk PCT and for individual surgeries in Norfolk.

    Summaries of results for surgeries in each of the district council areas can be found in the District Health Pictures on the 'Health Pictures' tab on the Norfolk Insight JSNA information


Childrens' Additional Needs

Right from the Start - good practice in sharing the news of a child’s additional needs (May 2011): 66 respondents

Source information: This survey was developed by Norfolk and Norwich Scope Association (NANSA) to find out more about how parents and carers experience the news of their child's diagnosis of additional needs. The report focuses on the three 'Right from the Start' (RFTS) principals (valuing the child, respect for parents and families and support for professionals) and makes recommendations for improving weaker areas. 656 questionnaires were sent out and 66 were received.

The main findings for each of the three RFTS principals were:

Respect for parents and families

  • The RFTS template states that all parents' concerns should be taken seriously and that they should be listened to and responded to in a respectful manner. There were a large number of comments and 32% of parents that suggest that this is not happening for all parents.
  • The RFTS template suggests that parents and families are given support and empowerment. In order to do this parents need information, therapies and interventions. The lack of information, lack of support, lack of therapies and interventions were key themes throughout this research.
  • This survey found that most parents were told in private but that 25% did not have anyone with them. The Good Practice Framework around planning for a meeting with parents to share the news that their child has additional needs should include planning for both parents to be there or to include a family member or friend. When this is not the case another meeting should be planned to share the news with the parent who was unable to attend as soon as possible.
  • The Good Practice Framework suggests that time and space should be given to parents at the time of diagnosis so that questions can be asked. Without this time parents often look to the internet for information especially when they have not been given appropriate information at the time of diagnosis. It can also be distressing to tell other family members when no information has been given in writing that can be shared.

Valuing the child

  • Although most parents felt it was appropriate to have the child with them when they were given the diagnosis, there were some parents who did not feel it was appropriate as they felt unable to concentrate on what they were being told. This was mainly when the news was shared with parents of a child that was no longer a baby.
  • Although the RFTS template suggests that discussions about the child should be positive and avoid making predictions this report shows that this was not always the case.
  • In the RFTS template the good practice framework suggests that an early follow-up appointment should be arranged at the end of the initial diagnosis meeting. This research shows that this only happened in just over half of the cases.

Support for professionals

  • The RFTS Template suggests that professionals should participate in training, clinical supervision and debriefing. This research shows in all areas around the time of diagnosis that professional skills and qualities were a vital element in the parents’ experiences.

Read the full report - Right From The Start | Norfolk Diagnosis Survey Report 2011


Young People in Norfolk, Drugs and Alcohol Survey

N-DAP Young People in Norfolk, Drugs and Alcohol Survey (May 2012): 1,022 respondents

Source information: The online and paper survey was carried out on behalf of Norfolk Drug and Alcohol Partnership and promoted by Matthew Project Under 18 (who provide Universal, Targeted and Specialist drug and alcohol services to young people in Norfolk) and Matthew Project Youth Team (who provide drug and alcohol support for 16-25 year olds). It was promoted in schools, sixth forms, colleges, alternative educational establishments, children’s homes, and specialist youth groups and youth services across Norfolk.

The main findings were:

Young people’s knowledge of substances

  • 85% of respondents think that alcohol can be used safely.
  • One in four think that cigarettes are safe if used properly, and the same proportion who have heard of cannabis think it can be safe to use.
  • One in two of those who have heard of muscle building steroids think that they are safe if used properly.

Use of substance by young people

  • 90% have tried alcohol in some way (sips from parents etc.), two thirds have drunk alcohol in the last month and 10% report drinking every week.
  • One in two young people had 'drank so much that they were really drunk' at least once, and 20% had done this more than four times.
  • 35% of young people surveyed have tried smoking tobacco (more than the 27% national average) and 7% smoke every day (similar to national average).
  • 19% of all respondents (11-18) had tried cannabis, above the national average of 12%.  However only 1% report using cannabis every week (again similar to the national average).
  • The next most commonly used substance is nitrous oxide (or laughing gas) which 5% of young people have tried.
  • 5% have tried a class A drug. Use of stimulant drugs like ecstasy or amphetamines is more common than hallucinogenic or opiate substances.
  • There is a relationship between level of drinking and level of smoking in young people, with regular drinkers far more likely to be regular smokers.
  • Young people who drink regularly are also more likely to have tried cannabis than those who don't.

Use of substances by friends and family

  • Most people said they did not know anyone who uses substance apart from alcohol (70% had parents who drank at least sometimes [not necessarily to a harmful level] and 62% had friends that drank), and cigarettes (49% had friends who smoke and 27% had parents that smoke).
  • Over half of the young people who reported that their parents smoke also smoked themselves, compared to less than a third of those with non-smoking parents.
  • 10% reported having friends who were using muscle building steroids, a similar proportion to ecstasy (10%) and cocaine (9%).

Age of first use

  • The most common age for trying cigarettes and the majority of other drugs is 14, but for those that had used class A drugs it was generally 15.
  • There is a link between age of first use and consumption, with those reporting starting smoking tobacco and cannabis at earlier ages also reporting heavier use.

Drug and alcohol services for young people in Norfolk

  • Confidentiality was stressed as the most important factor in providing help and advice to young people regarding drugs and alcohol.
  • Young people were divided as to whether a young person’s drug and alcohol service would tell them to stop using.

Read the full report - N-DAP | Young People in Norfolk, Drugs and Alcohol Survey 2012

Mental Health

Understanding mental health services and needs in Norfolk: Findings and perspectives from the voluntary sector (March 2012): 11 respondents

Source Information:
This report presents evidence from voluntary organisations in the Mental Health Providers Forum on broad issues of service needs and gaps and the impact of that on the lives of people living with mental health issues.  The report was produced by the Voluntary Sector Engagement Project in partnership with Norfolk County Council.

The main themes to emerge from the report are:

  • The sector's ability to support individuals at the preventative end of interventions, often through 'light-touch' services, can make a crucial and significant difference to people's overall mental health and general well-being.
  • The voluntary sector tends to be regarded by (actual and potential) service users with trust and confidence because of its independence, local profile and perceived lack of stigma.
  • People using voluntary services may also require statutory services, but may not be accessing them for a variety of reasons such as inability to fulfil eligibility criteria, or services not being available, or long waiting lists, or negative perception in the minds of people experiencing mental health issues.

Cancer Patients Experience Survey

Cancer Patient Experience Survey 2011/12 (August 2012): 1877 Norfolk respondents

Source Information: The 2011/12 survey covered inpatient and day case cancer patients treated between 1 September and 30 November 2011 at 160 NHS Trusts. Almost 72,000 patients (71,793) completed a survey with an overall national response rate of 68%, up by 1% on the 2010 survey. On most questions in the 2011/12 survey, scores have improved. Individual Trust level reports are available for three hospitals in Norfolk: James Paget University Hospital (387 patient responses); Norfolk and Norwich University Hospital (1154 patient responses) and Queen Elizabeth Hospital (336 patient responses).

Main findings: The table below summarises patients' views of care provided by each hospital as a day or out patient; care received from general practice; and overall NHS Care. The figure for the national average is shown for comparison and figures which are equivalent to, or better than, the national average are highlighted in bold type. In almost every aspect of care, hospitals in Norfolk exceed or match the national figure.

Question (% of people selecting the given statement)





Hospital care as a day patient / outpatient

Staff definitely did everything to control side effects of radiotherapy





Staff definitely did everything to control side effects of chemotherapy





Staff definitely did everything they could to help control pain





Hospital staff definitely gave patient enough emotional support





Waited no longer than 30 minutes for OPD
appointment to start





Patient thought doctor spent about the right amount of time with them





Doctor had the right notes and other documentation with them





Care from your general practice

GP given enough information about patient's condition and treatment





Practice staff definitely did everything they could to support patient





Your overall NHS care

Hospital and community staff always worked well together





Given the right amount of information about condition and treatment





Patient offered written assessment and care plan





Patient did not feel that they were treated as 'a set of cancer symptoms'





Patient’s rating of care ‘excellent’/’very good’





Read the national report -

Links to Health and Wellbeing Consultations and Research

Norfolk Community Health and Care NHS Trust
NCH&C Trust produce a number of publications, some of which include information about patient views. Publications about user views include the 2010 Ipsos Mori Patient Experience Survey and the Quality Account for 2010/11. The Quality Account summarises numerous patient satisfaction surveys (section 3.1.7) undertaken during 2011/12 including:

  • The Picker Inpatient Survey of 122 inpatients at 13 community hospitals.
  • Survey of Adult Services at six sites (3551 responses).
  • Survey of Children’s Services at Upton Road (1015 responses).
  • Local Carers Experience Survey – focus on interactions with Case Managers and the Trust’s residential short break services for children.
  • Community Services Review – review of five services (Podiatric Surgery, Continence, Paediatric Speech and Language Therapy (SALT), Adult SALT and Wheelchair Services).

Your Voice
Your Voice is your opportunity to have your say on local services. Your Voice is open to everyone over 16 in Norfolk.

Norfolk County Council Consultation Finder
Norfolk County Council's Consultation Finder shows details of forthcoming, current and previous consultations. Recent consultations have been about the Council's HIV/AIDS service, mental health services, and hospital discharge services.

Norfolk Drug and Alcohol Action Team
Implementation of the National Drugs Strategy is based on sound research, both local and national.   Recent studies which have incorporated service user views include 'Moving on towards 'recovery' - an exploratory study of barrers for long term opiate maintenance clients' (2011) and 'An Analysis of the Provision of Services for Adult Female Offenders with Substance Misuse Problems' (2009).

Healthwatch Norfolk
Healthwatch Norfolk gives patients and the public a voice so that what they think about social care and health services is understood and acted upon: members can take part in consultations, surveys and working groups. Healthwatch Norfolk replaced NorfolkLINk in April 2013. Further information can be found at

Clinical Commissioning Group Public Involvement
Clinical Commissioning Groups (CCGs) are made up of groups of GPs and are responsible for designing health services for their local population. CCGs are expected to work with patients and healthcare professionals and in partnership with local communities and local authorities to commission services. Each of the five CCGs in Norfolk offers opportunities for public involvement and results of consultations and other activities can be found at: