The Norfolk and Norwich University Hospital (NNUH) carries out outpatient appointments, day procedures and inpatient admissions. Patients are predominantly from Norfolk and north Suffolk, although some patients are referred from further afield especially to access specialist services.
Feedback
2004 responses from the local community
Excellent service
5
Submitted by Collected by Healthwatch Norfolk staff8th July 2022
I had to go to A+E as was in a lot of pain. There was a row of ambulances when we got there it was so busy. I saw a triage nurse when I arrived, who spoke to surgeons and I was admitted to same day admissions (number 7 in a ward for 6) They couldn't have been more apologetic. They all looked so tired but the care was exceptional. The registrar called me 10 days after I had left for a follow up. Excellent service
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. We welcome feedback of all kinds and thank you for taking the time to share your experience with us.
It's reassuring to hear about your positive experience, despite the evident significant demand on services during your treatment.
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.
Very Good
5
Submitted by Collected by Healthwatch Norfolk staff7th July 2022
It was very good but a long wait. I got in at 11am but was not seen till 4pm. It was an out patient appointment so I left the same date.
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. We welcome feedback of all kinds and thank you for taking the time to share your experience with us.
I'm sorry to hear of the significant wait times you have experienced. We appreciate that many services face longer than expected wait times currently, and are working hard to reduce these wherever possible.
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.
Lack of Empathy
1
Submitted by Collected by Healthwatch Norfolk staff30th June 2022
In April 22 we had the call to say my sister was dying and to come in and say goodbye. She had cancer and up to this point we had not been able to see her. She had a private room and all 5 close members of her family were around her to say goodbye, we were being quiet and respectful when the matron came in the room and told us we can't have all these people in here some of you will have to leave. We asked if there was a family room we could go to to wait and was told no. There was no empathy shown to us, I had not seen my sister for months a was kicked out of being with her when she died. I could understand it is she was on a shared ward or we were being loud, but we weren't and just wanted to be there for her.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
I am sorry that you have had this experience; and I am very sorry for your loss.
It would be helpful to know who you are so we can investigate this with the team, with you. If you can contact us via PALS on 01603 289036 or via email palsandcomplaints@nnuh.nhs.uk we would really like to help to try and resolve this.
Chaotic and not very clean
3
Submitted by Anonymous30th June 2022
I was admitted through a&e on Monday. The nursing staff were good and I am not complaining about them, they are working under ridiculous stress and conditions. The problems happened From the start on entering a&e ambulatory unit with only one toilet working in the whole unit, vending machine not working etc. when you are waiting for over 12 hours in a&e this is unacceptable. My experience when I finally arrived on the ward was awful. The toilet / bathroom area was dirty and not cleaned properly for the 2 days I was a patient. The nursing and care staff seemed chaotic because they were overloaded with work meaning that some patients with extra needs were overlooked on several occasions. And for the first time I felt that I was in danger of catching infections from the hospital. I have been hesitant to write this review but I feel that it is necessary for someone to know what the situation is.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
I am sorry that you have had this experience; it would be helpful to know who you are so we can investigate this with the team, with you. If you can contact us via PALS on 01603 289036 or via email palsandcomplaints@nnuh.nhs.uk we would really like to help to try and resolve this.
Massively overworked
4
Submitted by Feedback collected by Healthwatch Norfolk 29th June 2022
Lovely people who are massively overworked. If you ask they say they need double the staff
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. We welcome feedback of all kinds and thank you for taking the time to share your experience with us.
We appreciate many Trusts across the Country are experiencing significant demands on their services, and one factor in the challenge of responding to this demand is staffing.
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.
Quick and efficient service
5
Submitted by Melanie Jones28th June 2022
My GP referred me for an x-ray. The appointment came through promptly and was scheduled for less than 2 weeks after seeing the GP. The appointment was for 17.20 on a weekday. I arrived early and the department was empty. I was seen and x-rayed within minutes. I arrived back at the public car park at almost the exact time my appointment had been scheduled for. Due to the fast attention, I did not have to pay for the car parking, as I hadn't been there long enough.
There was no facility for me to give positive feedback in the radiography unit, only if I wanted to make a complaint. What I would like is to give praise for a really excellent service which would have been acceptable anywhere in the world - and all for free! What a wonderful thing our NHS is and how we undervalue it at our peril!
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 Melanie. We welcome feedback of all kinds and thank you for taking the time to share your experience with us.
It's reassuring to hear about the positive experience you had in our Radiology Department. 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.
Appointments postponed frequently
3
Submitted by Anonymous27th June 2022
Severe eczema causing pain and affecting mental health - taken years to see a dermatologist as not taken seriously. After being referred, appointments kept being rescheduled and pushed back. Finally saw a dermatologist who gave good advice but only gave short term solution and not another appointment for half a year. Scheduled for a patch test but has been rescheduled at short notice twice, leaving me stuck and with no long term solutions.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
I am sorry that you have had this experience; it would be helpful to know who you are so we can investigate this with the team, with you. If you can contact us via PALS on 01603 289036 or via email palsandcomplaints@nnuh.nhs.uk we would really like to help to try and resolve this.
Pals are failing patients. . Zero rating
1
Submitted by Anonymous27th June 2022
The pals system doesn’t work. I mean 8 months and a simple complaint not dealt with. Pals excuse of it ls meant to be 28 days but we are busy auto email but only when you complain ekse where. Pals are failing patients.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
I am sorry that you have had this experience; it would be helpful to know who you are so we can investigate this with the team, with you. If you can contact us via PALS on 01603 289036 or via email palsandcomplaints@nnuh.nhs.uk we would really like to help to try and resolve this.
I was fully consulted
5
Submitted by Feedback collected by Healthwatch Norfolk 23rd June 2022
It was very prompt. The surgery was fantastic. They took time and care to ensure it was as least painful as possible. I was fully consulted and felt listened to.
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. We welcome feedback of all kinds and 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.
Good, but keep us updated
5
Submitted by Feedback collected by Healthwatch Norfolk 23rd June 2022
It is good, but it would be better if you were kept up to date in the waiting room. When there are delays nobody tells you what's going on.
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. We welcome feedback of all kinds and thank you for taking the time to share your experience with us.
We appreciate that many services are experiencing longer than expected waiting times currently, but value your feedback about communication for those waiting.
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.