Feedback Centre

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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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As a service provider, you can leave your response to the original review and the reviewer will be notified of this. However, they will not be able to reply to your response, but can get in contact with Healthwatch Norfolk if they wish to pass any comments along. Remember, your response will be seen by everyone who visits your service page on our website, not just the original reviewer. Your reply is a good opportunity to acknowledge any comments received.

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

1

Poor standard of personal care

As a close family member of a patient recently admitted via the Rapid Assessment & Treatment Unit, A&E, Older People's Emergency Medicine and Heydon Ward I can only say I am impressed by the medical / clinical care provided but deeply unimpressed by the poor communication skills and absence of caring attitudes in many staff. With the exception of a stunning A&E Consultant - in both professional behaviour and communication skills - I observed a low standard of communication between staff and patient and a disturbingly poor quality of actual physical, personal care. On many occasions, staff members did not introduce themselves by name, did not explain what procedure or treatment was about to happen, did not look the patient in the face, did not look at nor greet visiting family members. I saw my loved one left in wet, soiled sheets for 7 hours, not once offered a drink of water between arriving at 5pm and going up to OPEM at midnight, left unwashed and unshaven and not checked to make sure they were wearing their glasses and their false teeth. Staffing numbers appeared to be quite healthy at time but sadly much of the time staff are looking at computer screens and interacting with computers rather than looking at, observing and interacting with patients. Anyone over the age of 75 years, anyone who has hearing loss, communication needs, who is frail or confused should stay away from this hospital as much as possible. If very senior and senior staff are 'demonstrating the behaviours' they wish to see trainee staff develop, then this scenario will not improve. If such hospitals are not the place for elderly people, alternative, safe, effective and caring provision should be made.