Many people are carers for loved ones, friends or neighbours. This webpage will give you information about where to find help and support as a carer, and how to continue your role as a carer supporting someone in hospital, should you wish to do so.

A carer is anyone who cares, unpaid, for a friend or family member who, due to illness, disability, mental health problems or an addiction, could not cope without their support. This does not include paid carers or those appointed through the voluntary sector, who are referred to as “care workers”, “support workers” or “personal assistants”.

The Norfolk and Norwich Foundation Trust value and welcome the support that carers provide whilst those they care for are here as patients.

You may wish to provide aspects of care whilst the person you care for is in our hospital. This includes emotional support to maintain health and wellbeing, personal care or assisting at mealtimes.

Should you wish to do this, please speak to a member of staff on the ward.

Carers Passport, Agreement and Strategy


Carer’s Passport

The Norfolk and Norwich University Hospital (NNUH) runs the Carer’s Passport scheme which supports carers who are visiting and caring for patients staying in hospital.

The passport is available on all adult inpatient wards with the issuing of the passport at the discretion of the nurse in charge.  It offers some concessions as a small gesture of thanks and appreciation,  including discounted meals in the main restaurant and the coffee shops in the West and East Outpatient areas, as well as free parking.

The Carer’s Passport is for unpaid carers of any age who are willing to provide aspects of care while a patient is in NNUH. Aspects of care could include emotional and psychological support to maintain health and wellbeing, helping at mealtimes and providing personal care.

Please speak to the nurse in charge if you would like further details.

Carer’s Partnership Agreement

The Carer’s Partnership Agreement Form will be completed by staff when issuing the Carer’s Passport. The form sets out an agreement between the carer and the ward about what the carer can offer in terms of support for the patient whilst they are in hospital.

Patient care will always remain the responsibility of the ward staff; however, we recognise that some carers may wish to continue supporting the person they usually care for while they are in hospital.

We aim to work in partnership with you, and want to ensure that ward staff and carers are fully aware of each other’s responsibilities and expectations in meeting the needs of the patient. It is important to establish what you wish your role to be and this information will be held as an agreement between the main carer and ward staff and reviewed regularly.

Carers Strategy

This document sets out how the Trust will work with carers and carer’s organisations to ensure carers needs are considered in all aspects of the Trusts activities.


Worries / concerns / feedback

Patient Advice and Liaison Service (PALS)

We know that it can be a worrying and confusing time when you or someone you know is unwell.  If you have concerns about any aspect of care, or the service received, it is best to first speak with a member of staff involved with the care.

If you find that staff cannot help you, or you are not comfortable speaking with them, you can contact PALS:

Email:  We aim to answer emails within two working days.

Writing: The PALS Manager, Norfolk and Norwich University Hospital, Colney Lane, Norwich NR4 7UY

Visit: Please contact us to make an appointment to visit PALS. We are only able to meet with two people at a time.

Telephone: 01603 289036 or 01603 289045. All messages will be returned as soon as possible usually within two working days.

Friends and Family Test

We value and use feedback from our patients, their family and carers to improve our services.

Please tell us about your experience of our hospital by completing this short survey known as the Friends and Family Test. NNUH FFT short survey,


Useful Links Norfolk and Norwich Hospital

Who’s who in the hospital?

On-site services

Services for in-patients


Special Access Needs

Hospital Map


Spiritual care is usually given in a one to one relationship. It is completely person-centred and makes no assumptions about personal conviction or life orientation.


Carer Organisations

You may wish to get in touch with any of the following organisations so that you can get the practical, financial and emotional support you need.

Carers Matter Norfolk

Carers Matter Norfolk is the free countywide support service for unpaid carers for those aged 16+ caring for someone living in Norfolk aged 18+, whether the carer lives in the county or elsewhere (caring at a distance). We also provide support to young carers and their families. Services include:

  • Free confidential 7 day a week Advice Line
  • One to one support community support
  • Counselling
  • Education and Training
  • Free membership of the Carers Council and opportunities to get involved in developing services for carers in Norfolk

   0800 083 1148

Monday to Friday 8am – 8pm

Saturday 4pm – 8pm

Sunday 8am – 12noon


Text Only – 07537 417850

  Twitter: @CarersMatterNfk



Carers Trust Cambridgeshire, Peterborough, Norfolk


Carers Trust CPN provides a range of support to carers across Norfolk, as well as neighbouring Cambridgeshire and Peterborough.

They host “Norfolk Young Carers Forum” which is a project designed to give young carers/young adult carers in Norfolk a voice – where the young people take the lead on campaigns and awareness-raising projects. They also work with other organisations to help them improve their support for carers.

We also run a day club in Kings Lynn and a dementia day club in Scratby as a way to give carers a break, and are a registered provider of homecare.

  Mobile 07976 447764

  Landline 01953 878143

  Twitter @CarersTrustCPN and @NorfolkYCForum

  Facebook: ‘Carers Trust Cambridgeshire, Peterborough, Norfolk’  and ‘Norfolk Young Carers Forum’


Age UK Norfolk

Age UK Norfolk is a local independent charity with over 70 years’ experience dedicated to supporting older people, carers and their families living in Norfolk. Our relationship with other Age UK charities allows us to share knowledge and expertise and to actively promote the wellbeing of older people through a variety of services including benefits, befriending, financial household management, advocacy, dementia activities and winter grants.

  Age UK Norfolk advice hotline: 0300 500 1217

Monday to Friday between 10.00am and 4.00pm.


Norfolk County Council

Norfolk County Council is a service for all Norfolk citizens.

With services to support young carers, young adult carers and their families

also adult carers help and advice


Norfolk County Council’s Emergency Duty Team

  • Monday to Thursday – from 5pm-9am the following morning.
  • From 4.35pm on Friday through to 9am the following Monday morning.
  • All day (24 hours) on Bank Holidays.

  Telephone:  0344 800 8020


Norfolk Family Carers  

Norfolk Family Carers  have been advising and supporting unpaid carers in Norfolk since 1993.

Using our experience over the last two decades, we are introducing new, personalised support packages to help people balance their caring responsibilities with the rest of their lives.

We offer practical and emotional support for carers at all stages of their caring journey.

  Telephone 01603 219924



Norfolk Directory 

The Norfolk Directory aims to provide residents and families with information, advice, services and activities across Norfolk. We also provide information which supports the local offer, Care Act 20014 and Childcare Act 2006.