Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

Feedback

• Records lost, lack of staff and care

  5

  Submitted by Christine Davey 27th October 2022

  I saw first-hand elderly unable to move left in beds, left crying out, one was blind and was wandering around the ward, unable to feed or drink themselves, left. Records lost and had no idea why my family member was there in ward. Not given any water or food, he could not move. Moved to another ward they had no idea why he was there, no records. I think this resulted in death due to lack of care.

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on your care with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share your experience with us. I'm so sorry to hear that you have had reason to raise these serious and worrying concerns. We are keen to investigate your concerns further, and encourage you to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• Very Good

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 18th October 2022

  The staff are very good, I have regular treatment and feel well looked after. I have to go every 3-4 months and when I need to go I phone and get an appointment with no problems.

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving this feedback on the care experience with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share this experience with us. Should anyone have any other questions, concerns or compliments which they would like to raise with us in the future, they would be encouraged to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• Fantastic

  5

  Submitted by collected by Healthwatch Norfolk staff 13th October 2022

  I would give them 8 stars if I could. If I need an appointment at the hospital then I get one. I have had regular colonoscopies all through covid I was seen, they are fantastic - I can't say any more

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving this feedback on the care experience with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share this experience with us. Should anyone have any other questions, concerns or compliments which they would like to raise with us in the future, they would be encouraged to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• Admin is all over the place

  3

  Submitted by collected by Healthwatch Norfolk staff 12th October 2022

  I am waiting for a pacemaker and it is taking a long time. Their admin is all over the place, with wrong information and wrong letters being sent. The Drs are very good though

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving this feedback on the care experienced with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share this experience with us. Anyone with concerns of this nature would be encouraged to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045, and we will endeavour to resolve the matter, where possible.

• Gastrointestinal

  4

  Submitted by Mrs Sandra Milton 7th October 2022

  Experience was good, staff helpful and kind. Made sure I was ok to leave when it was time. My results were sent to me in about 4 weeks.

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on your care with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share your experience with us. Should you have any other questions, concerns or compliments which you would like to raise with us in the future, you're welcome to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• Last minute cancellation

  1

  Submitted by Collected by Healthwatch Norfolk staff 6th October 2022

  I got a call at 9 this morning to cancel a hydrotherapy appointment I had at 10. This is the second time this has happened. I live far away and a call an hour before is no good when you're half way there. I've waited for ages, 6 months. You're meant to have the hydrotherapy appointments 4 in a row to be effective, and now the last 2 have been cancelled. Now I'm going backwards. I had to go private to get my spinal surgery due to a 2 year waiting list. If I hadn't gone private the wait would have left me in a wheel chair.

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on the care experienced with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share this experience with us. The concerns raised here are serious and we would be keen to investigate this fully. Anyone with concerns of this nature would be encouraged to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• Got pressure sores while there

  1

  Submitted by collected by Healthwatch Norfolk staff 6th October 2022

  Was in hospital for 5 weeks, had 3 falls while there and left with pressure sores that I am still having to have dressed

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on the care experienced with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share this experience with us. The concerns raised here are serious and we would be keen to investigate this fully. Anyone with concerns of this nature would be encouraged to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• A+E Rude Door staff

  1

  Submitted by Anonymous 3rd October 2022

  Why after time after time do your door staff still want an explanation on the door when a person needs a carer or person with them, Why is there no confidentiality, The staff are always rude on the door even when you explain they seem to hate people that suffer with mental health.

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on your care with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share your experience with us. I'm sorry to hear that you have had reason to raise concern about your experience in the Emergency Department. We appreciate that procedures are in place to minimise the risk of infections, but that it is important to balance this risk with the needs of patients. Should you wish to raise this with us at the Trust, you're welcome to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• Exceptional treatment

  5

  Submitted by Louise Cox 27th September 2022

  I have recently had a stay on Denton Ward after a breast reconstruction operation via a diep flap. The care from the moment I arrived on the ward was amazing from each and everyone of the staff. Even during hourly Obs throughout the night the staff on duty were cheerful, kind and thorough with their care. The plastic surgery team who performed my surgery are nothing short of genius! I have nothing but total admiration and respect for them all. THANK YOU!

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on your care with Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share your experience with us. Should you have any other questions, concerns or compliments which you would like to raise with us in the future, you're welcome to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.

• 107 days and counting

  1

  Submitted by Anonymous 7th September 2022

  I am writing today to express my deep concern, disappointment and frustration at the situation I find myself in regarding Norfolk and Norwich University Hospital. The timeline of my case is as listed below; I became ill on Sunday 22nd of May, my abdomen was swollen and I was bleeding profusely from my vagina, I felt sick, I couldn’t eat and the pain was excruciating, I attended my GP surgery. An ambulance was called to the surgery and I was rushed to the Norwich and Norfolk University Hospital. I waited in the ambulance as there was no bed on a ward for me, I was given morphine. A space was found for me on Cley ward where urine, blood and biopsies were taken – I still have no idea what the results were. On the fourth day I was told that a CT scan was being arranged for me... but the morning after I was told that the Dr had made no note of this in my records so I wouldn’t be getting one. I was also seen by another (non-gynaecological) doctor who told me I was on the wrong ward as my condition was nothing to do with gynaecology and that I just need to go to the toilet. I tried to tell him that he was wrong, I explained that I hadn’t had a period for three years, I explained to him that my bowels were perfectly regular, I explained to him that my abdomen had never swollen before and that my clothes no longer fitted, I explained to him that I had been bleeding from my vagina and not my anus – Nonetheless, I was given suppositories and have an appointment in the endoscopy dept on Monday 12th September to further investigate my bowel. I was in hospital on Cley ward for 6 days and was sent home (28th May 2022) with a short supply of anti-inflammatory drugs. No diagnosis had been reached, I was still in pain/discomfort and no wiser as to why my abdomen was still distended. I felt that nothing of any consequence had been done. What follows is what I consider to be a catalogue of failure that includes a breach in data protection and general miscommunication, leaving me untreated, undiagnosed and rapidly losing faith in the capability of the Hospital in question! An answerphone message was left on my phone on the 26th July from gynaecology, offering me an appointment on the 4th August 2022. I attempted to return the call using both the numbers supplied to me and left a number of messages on the 26th and the 27th July which were never acknowledged or returned. Hence no appointment was made. On the 27th July 2022 a letter was sent out from General Surgery Out-Patients, West Block Level 3. The letter explained that an appointment was booked for me for Tuesday the 2nd August at 10.20am. I attended this appointment but the surgeon was unable to complete the procedure due to extreme pain, she referred me for surgery under anaesthetic. I had a telephone appointment of the 10th of August regarding a surgical procedure that was to take place on Sunday the 14th august 2022, I was on the phone for over 11 minutes, it was the assessment/questionnaire that was required pre-surgery. The closing comments from the lady I spoke to were “we look forward to seeing you on Sunday” On the day of the procedure I travelled 71 miles (an hour and 45 minutes) to the hospital in a great deal of pain, my driver had taken a day off work to drive the round trip. I arrived at the hospital, booked in at reception and was told that my surgery had been cancelled as the surgeon had not got my consent for the procedure. I checked through my letters and paperwork and there is no mention anywhere in it that I had to speak to the surgeon prior to procedure. Having checked through my phone there was no numbers in it for me to return a missed call, there were a couple of missed calls from private numbers but no other calls had been received. I rang the hospital again on Monday 15th August. I left two messages on each of the two numbers I was given and my calls went straight to their answerphone, 4 calls in total. I rang the hospital again on Wednesday 17th August. I left one message on each number as the calls went to their answerphone, two calls in total. No calls were returned. On the 22nd August I received a call regarding my upcoming gynaecology procedure. The call was to finalise details/consent for surgery that was to take place on 7th September 2022. I went on holiday on the 27th August. I returned home on the 3rd of September. On opening my mail, I was horrified and astounded to find that another patients procedure appointment letter had been delivered to my house. The envelope sent to me by the hospital had two sheets of folded A4 inside – one letter for me confirming the telephone appointment I had taken on the 22nd and one letter for a patient living Heatherset Norfolk whose procedure was booked for Monday 5th September at 2.30pm. We discovered the letter on Saturday 3rd September, so to be sure that she got her letter before her appointment we drove to Heatherset to deliver it to her by hand! Mrs X explained to us that she had been waiting over three years for her appointment. On Monday 5th September 2022 I received an answerphone message to inform me that my procedure programmed for the 7th September had been cancelled, the reason given being due to a cancer patient needing my time slot and that I should ring to reschedule my appointment. I rang back the same day and my call was answered, I was offered an appointment for the 30th September. I explained that I was very unhappy with the way my health was suffering, that I was in a lot of pain and that I felt that the hospital had thus far failed me, I asked them if I could be referred to another hospital. I was told by the lady I spoke to that she would email the surgeon and see if they could find me an earlier appointment. Today (Wednesday 7th September 2022) I received another answerphone message stating that they had shuffled some appointments around and could offer me an earlier appointment, I was asked to ring for an appointment. I rang back but the answerphone message at the gynaecology department says that the receptionist is away until Monday 12th September and to ring when she's back. The saga continues!

• Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

  Thank you for leaving your feedback on the care and treatment you are receiving at Norfolk & Norwich University Hospitals NHS Foundation Trust. The Trust values feedback of all kinds, so thank you for taking the time to share your experience with us. I'm so sorry to hear that you have had reason to raise some very concerning and serious matters, which we would like to help resolve, where possible. In order to do this, we encourage you to contact the PALS & Complaints Department by emailing palsandcomplaints@nnuh.nhs.uk, or calling 01603 289045.