General Patient Information

Patient Advice and Liaison Service

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 your care, or the service you receive, it is best to first speak with a member of staff involved with your care.

If you find that staff cannot help you, or you are not comfortable speaking with them, you can contact the Patient Advice Liaison Service (PALS), a confidential service designed to support patients, relatives and carers, or you can 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.

Main point of contact

Caldicott  Officer
Tel: 01603 286543

Caldicott Guardian

Mr Edward Prosser-Snelling

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.  


We provide training for a wide range of healthcare professionals, including students from the University of East Anglia, and we depend on the goodwill of patients to enable them to see, talk to and examine real patients as part of their training. If you do not wish students to be present during your examination or treatment please tell the staff and the students will leave the room.


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 are 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 (upon 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.

Smoke Free

The Norfolk and Norwich University Hospitals NHS Foundation Trust 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.   See the 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.