General patient information

If you are coming to the hospital as an inpatient, you will find the Information for inpatients section useful – it contains details of what to bring with you, what to expect while you’re here and what to do when you leave.

We also have information leaflets available for many conditions.

Patients with symptoms of respiratory infections who are required to attend for emergency or outpatient treatment should wear a facemask or a face covering on arrival. If you have Covid-19 or Covid-19 symptoms, please speak contact your clinician to make a decision if treatment is required and cannot be postponed.

Patient Advice and Liaison Service

If you’ve concerns about any aspect of your care or the service you receive, it’s best to first speak with a staff member involved with your care.

If they can’t help you, or you’d rather not speak to them, you can contact the Patient Advice Liaison Service (PALS), a confidential service designed to support patients, relatives and carers, or call us on 01603 286286.

Patient confidentiality

Any information concerning your health is strictly confidential and all staff who deal with your medical records must keep them confidential at all times.

We have a legal duty to protect any information we collect from you and will only use your information for the purposes of providing your healthcare and for training and monitoring. In the course of your care we may need to share your information within the NHS and with partner organisations.

If you have any concerns, please contact Berenice Lopez, Consultant Chemical Pathologist and our Caldicott Guardian, on 01603 286543.

Access to your health records

All patients have the right to see their own medical records and can write to the Health Records Manager, Norfolk and Norwich University Hospitals NHS Foundation Trust, Colney Lane, Norwich, NR4 7UY, or phone 01603 288725 or 288858 to request their details. To get copies of your health records there are charges, including an administration fee and any photocopying and postage costs, up to a maximum of £50.


As a university teaching hospital, we are proud to have many students working with us across all areas of the hospital which is crucial to develop our workforce for the future.

This will include medical and nursing students but also students in other clinical specialities such as physiotherapy, occupational therapy, physician associates and paramedics.

If you are attending the hospital for an out-patient appointment, procedure or in-patient admission, you may see students learning alongside NNUH staff when you are receiving your care. They will always be clearly identified as students and will be appropriately supervised. As a teaching hospital we assume most patients expect to see some students, but if you would prefer not to have a student involved in your care, then please do feel free to tell us this and your wishes will be respected.


If you are having an operation you will need to sign a consent form. If you require an anaesthetic you will have the opportunity to discuss this with your anaesthetist. The medical and nursing staff are happy to answer any questions or concerns you may have.

Travel claims

If you’re receiving certain benefits you may be able to claim for help with your travelling expenses and car park charges or a refund of public transport costs (on production of bus/rail receipts) when coming to hospital for treatment.

You will need to produce current proof of the benefit you receive, together with proof of your appointment. Please note the hospital is not authorised to pay:

  • Taxi fares or mileage for patients who have travelled by hospital transport
  • If your benefit letter is dated more than three months from the date of appointment
  • For visiting or accompanying a patient, unless under exceptional circumstances
  • Carers can only claim for reimbursement if supported by an appropriate letter of authorisation.

Further information is available from Patient Services on Level 2, (open 9am to 4pm) or call 01603 289769 or 287162.


We became a smoke-free organisation in July 2005 after a consultation showed that the majority of staff, public, patients and other users of the two hospital sites said they believed smoking should be banned. This includes smoking in the entire grounds or in vehicles on the site. It is part of a national policy of no smoking in and around any NHS buildings – read more in our Smoke Free policy.

Stopping smoking

The Norfolk Stop Smoking Service can support smokers who want to quit.  Its advisers can provide support, advice and access to nicotine replacement therapy or other products to help smokers to quit.

Telephone 0800 0854 113 or visit Smoke Free Norfolk or visit your GP for help and advice.


With the exception of guide dogs for the blind and hearing dogs for the deaf, pets are not allowed inside the hospital for hygiene reasons.

Closed Circuit Television Cameras (CCTV)

For your safety and security we have CCTV cameras operating in the hospital buildings and grounds. These are closely monitored by security staff.

Help with online health services

Norfolk County Council’s Library and Information Service provides one-to-one sessions to support people living in Norfolk and Suffolk to access online health services, such as:

  • Reading your appointment letters on your phone or device
  • Booking GP appointments
  • Ordering repeat prescriptions
  • Setting up and using the NHS App and NHS Website

To book a one-to-one, please email: or call 01603 774777 or speak to staff at any Norfolk library.