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I'm employed by Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH) and have authority to leave this response *.

Original Feedback for Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH):

2

Very caring staff but communications so poor!

We were conveyed to A&E dept by the ambulance crew (who were fantastic; nothing but praise for what they did). However, once we got into the hospital problems began (on a night when the hospital's own staff described the demand levels as 'calm'). We were allocated a bay in Rapid Assessment, but it was over 20 minutes later when a nurse came in to take the first of the many observations. Quite a long while later a specialist nurse attended and took further observations, and on leaving explained that a Doctor would be along in 2-3 minutes. Some 20 minutes later and without seeing the promised Doctor, the patient was transferred to the main A&E majors ward. On transfer she wanted to use the toilet, but was then left to walk back to where the trolley had been parked. After a wait on the trolley the nurse who eventually came to see the patient openly admitted that the hospital team had "lost" their patient in their own ward. Some further observations were run (easily over an hour and a half after arrival), but again without explaining the reason why, or what the next steps could be. A Doctor eventually attended (after originally coming through the curtains, but immediately needing to take a call some 15 mins earlier), but was non-communicating as to what was happening. Even his observations were marred by a farce where he was trying to locate a reflex hammer (which took 15 mins or so - surely the hospital has more than one!....). Some communication was provided as to the scan that was needed (which was actually done in a timely manner), but no prompt communication as to what the decision from the results or the consequences was to be. Eventually a decision was made, which was communicated to the patient, but then changed some 20 minutes later..... The final insult was when the patient was about to leave (some 5+ hours after arrival) a nurse brought a fluid hydration pack to be linked to the cannula, which had actually been requested by the Doctor over 2 hours earlier, when the patient was just awaiting its removal before leaving. The explanation and apology from the Doctor totally contradicted the nurse's comments of only minutes before. The staff we encountered were all very caring, trying to do their best to care for the patient. However, it was the hospital systems and the overall communications that caused problems for a vulnerable patient, and huge anxiousness to an elderly relative not used to the hospital setting. How the NNUH A&E department can proudly display that 100% of its patients would recommend its services to Friends & Family I simply do not know! (can any other NHS organisation of any size hit this absolute positive recommendation level?). We certainly would not be able to in any way recommend the NNUH on the overall treatment levels seen on this visit.....