Lived Experience of Accessing North Devon District Hospital
The walkthrough was carried out with people who have cognitive and communication challenges, working alongside brain injury charity Headway North Devon. The aim was to understand how accessible and welcoming the hospital environment is from the perspective of people who think and learn differently.
The visit focused on physical spaces, communication, signage, staff support and the role of carers.
DOWNLOAD THE REPORT
You can also watch a short film from the walkthrough, featuring real patient feedback, above.
Key themes from the walkthrough
Participants shared several consistent themes:
- Learning from lived experience – many people were not aware of hospital passports or digital flags but welcomed them once explained
- Carers are vital – carers provide reassurance and practical support but need clearer guidance on when they can accompany patients
- Wayfinding can be difficult – signage, maps and directories were often confusing or overwhelming
- Sensory environments matter – noise, lighting and busy spaces can cause distress
- Volunteers are a strength – hospital volunteers were highly valued for their visibility and approachability
- People want to be understood – participants valued empathy, patience and being treated as individuals
Recommendations from the visit
The report highlights practical actions, including:
- Widening access to hospital passports and digital FYI flags
- Providing clearer, consistent guidance for carers
- Improving signage, maps and wayfinding
- Reducing sensory overload where possible
- Ensuring staff and agency workers receive appropriate training
Stakeholder response
The Learning Disability Team at North Devon District Hospital welcomed the report and thanked participants for sharing their experiences. They recognised the value of the feedback, particularly around signage, sensory environments and the use of hospital passports and digital flags. They noted that several recommendations offer clear and achievable improvements.
Download the report
The full report has been shared with hospital teams to help inform ongoing improvements and create a more accessible and supportive environment for patients and carers.
