Norfolk Community Health And Care NHS Trust

I didn't know what to expect when Julie the Health Improvement Practitioner called me. I felt like I already had a lot of support around me and I wasn't sure what she could offer but it has been invaluable. The things she's helped me with have been significant 'light bulb' moments. I was thinking about getting a cleaner and Julie suggested a PA which I never would have thought of. I have one now and it's been a great help as she can do other things as well as cleaning. Before meeting Julie I'd h ... ad really bad treatment at a hospital outside of Norfolk and I'd already contacted their PALS but I was getting nowhere. Julie suggested that I escalate the issue to the CQC as it's a safeguarding issue. They've taken my case on and are investigating.
I wasn't sure I was the right person for the service but Julie encouraged me to give it a try and see. She wasn't pushy. Generally we all respond better to somebody just saying to give it a go. It wasn't that I didn't want to do it, I felt fortunate to have a lot of support around me but I can see now that friendships and what Julie offers are two different things. I've got doctors and nurses but this is different and can offer different things. She takes time to build a rapport and I look forward to seeing her. I respect her boundaries but I see Julie as a human not a professional, which makes me more comfortable.

I saw Julie the Health Improvement Practitioner four years ago and I've been referred again. The first time, we went through the journey together and she went above and beyond. I got well and went back to work full time. I got a call from Julie a few weeks ago and thought I would work with her again. What she offers is brilliant. It's nice to have her in the background to touch base with. We go for a walk and she helps me find answers about my health. My goal longer-term is to get back to work. ... I'd always worked from 16 years old until I got ill.

They listened to my issues/ problems and didn't fob me off, and gave me advice on what to do/ improve my current situation

Absolutely disgusting. Tried for 2 hours to get through it rang out and hung up EVERYTIME.

I've got end-stage kidney failure and I have problems every time my medication is changed. They don't communicate with my surgery so there's always a delay. I'm about to run out of what I have as I'm on an increased dose but my prescription hasn't been changed.

Appointment time was met. Real listening from Jeff M.B. Solid advice and support. All delivered with humour and a smile.

Excellent, great help and support at entrance. Warm welcome - thanks. Great appointment and team. Alan is awesome.

Booking system could be improved. We turned up a week ago for an appointment which was booked face to face at a previous appointment, to be told to go home as no one had followed up and booked the appointment on the system.

Welcomed. Information from the book in very important as I am deaf so having the receptionist use the speaker really helped but I did have to explain that I couldn't hear.

Not clear that I needed to wait and be called. I was seen and dealt with in a very professional and kind way during my appointment.

Helpful advice given.

Fine service. Can't think of any improvements