Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

Feedback

• After Care

  4

  Submitted by Mrs Mary Morris 10th March 2022

  I can’t fault the Authur Day Centre where I had day surgery on my shoulder . My problem is with the aftercare with conflicting advice given so that I did not know what to do . On discharge I was told to take my sling off after 2 weeks and given a Physiotherapy form which I discovered was for the Physiotherapy Department and not for me . At 10 days I went to the wound clinic in the Orthopaedic Department . The nurse took out the disposable stitches inspite of my concern that they were meant to stay . When asking her if I could take my sling off now she said No - not until the appointment with the consultant in early April . I asked her about Physiotherapy and again she said No - not until my April Outpatient appointment . I felt this was not right as it was conflicting advice . I tied twice to get the operator to put me through to the physio dept . Both times I waited for 20+ minutes to be connected and twice put through to the wrong department. I rang the Authur Day unit and the staff nurse did not know the extension number of the physio dept but said he would email the consultants secretary . I have heard nothing , even ringing myself and leaving a message . So I have had to go privately to get advice from a physiotherapist and have started gentle exercises . This is not good enough as my operation was after 19 months waiting and instead of one procedure I had to have 3 resulting in being told it would take 6 months to get normal movement back . This needs to be highlighted please .

• 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.

• Fantastic Staff

  5

  Submitted by Collected at Healthwatch Norfolk event 10th March 2022

  I can't praise the staff highly enough. I can't rate them enough. They are fantastic and they should be getting paid a lot more. They took great care of me and I'm very thankful.

• 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 palsandcomplaint@nnuh.nhs.uk, or calling 01603 289045.

• Excellent service, very good experience

  5

  Submitted by Collected at Healthwatch Norfolk event 1st March 2022

  A family member was involved in a road accident and taken to A&E at the Norfolk and Norwich Hospital. From the moment we arrived, from the porter to the nurses and the doctors we could tell they cared. It was not just clinical they made you feel like they cared. Everything was explained and even when we left we knew our family member was in good hands. I feel the way he was treated with everyone being so kind and explaining things well made him feel better about the accident and so helped the whole recovery process. Excellent.

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

  Thank you for leaving your feedback on the care your family member received 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 palsandcomplaint@nnuh.nhs.uk, or calling 01603 289045.

• 4 months later no reply to complaint

  1

  Submitted by Anonymous 1st March 2022

  Complaint about lack of care ( i got none in 17 hours), care unsafe practice and the hospital is filthy. I filed a conplaint 4 months ago. It has a nax 28 day policy to respond. They dtill have responded with an investigation resolved . Left severely dehydrated and was told only would unlock ward door if i signed a form. I had to sign under duress as was so dehydrated and in si much pain. I got no pain relief in 17 hours. My leg going numb and treated really badly by orthopaedic registrar

• 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.

• Poor care waiting for and MRI

  1

  Submitted by Anonymous 28th February 2022

  My husband was taken to hospital the 25 02/22 being refer bu his GP to have we firat when to Piaget Hospital and they make a sxan and a X ray but they coulndt fone anything wrong, the next morning my husband was feeling worst sonwe call 111 and they send an ambulance they took my husband knowing that he was desoriented and not able to remenbwr his own birth day and left him alkne in the ER department till my broher in law manage to talk with someone in the phone and he finally was seen by a consultant. I was allowed to go and stay with him cause he was stil desoriented and didnt see properly as he coulnt see anything with one of his eyes, he was left in the ER till midnnigjt from around 11 AM without any food or drink til around 20:00 PM till I ask onenof the nurses if he can have a drink, They said he needed to have another scan done, I told them he had a scan in Piaget the day before and that 111! was sugested to have an MRI but they did another scan, they move him arouns midnight to another part of the ER and he was left in the same hospital stretcher all night to cover him I have to use two blankets that were left in the floor and when I ask for a pillow they told me they didnt have any so I have to put my sweetshirt under his head and manage to dress the stretcher with the blankets, another doctort come to see him and did another examination and said he needed an MRI and he will have one the next day and gave him an aspirin. The next morning he was move to another unit, the person was very rude and even told him is a simple question and I told him he is desoriented but he didnt apologize and was rude with the nurse tellng her that he will not transfer him to bed alone but my husband manage to go down the stretcher and put himself in bed.The the nurse in charge of the unit the 27/02/22 told me that I coudnt stay with him I explain her that he was still desoriented and that he couldnt see properly but wasnt allow to stay and have to go home, They told me they will inform me how he will be but nobody called me and it was the receptionist who gave me the number of the wars to call, Luckily my husbad has a mobile phone so I could be in contact with him. He had a shower but they didnt gave him a towel. Later they move him to another unit specializenin stroke at tea time so he was offered a sandwich. On Monday the 28/02/22 he was move again to another unit after testing positive for covid when he was seeing by another doctor who told him he was going to have the MRI but he is still waiting for it and he is stilln with the same pain in the head and with a severe migraine and he cant still see properly with one of his eyes.

• 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.

• Long way to get hearing aids maintained

  3

  Submitted by Collected at Healthwatch Norfolk event 24th February 2022

  It's a long way for me to travel to get my hearing aids maintained. 30 miles or so! I wanted to change to Specsavers but have to go to them to ask to change. I've been there twice in three to four years. I've come to Hear for Norfolk's bus today to get them checked instead. It's works alright as it is though.

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

  I am sorry that you have had this experience; it would be really helpful to know who you are so we can look into this with the team, with you. If you are able to contact us via PALS on 01603 289036 or via email pals@nnuh.nhs.uk we would really like to help try and resolve this. Kindest regards PALS Norfolk and Norwich Hospital

• Good in emergency, out patients not so good

  4

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  I was rushed to A&E and they're really on the ball. In an emergency they're great but for our patient appointments they're pants! Appointments are harder to get since COVID. I used to go to Neurology every six months to a year and now I've not been at all.

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

  I am sorry that you have had this experience; it would be really helpful to know who you are so we can look into this with the team, with you. If you are able to contact us via PALS on 01603 289036 or via email pals@nnuh.nhs.uk we would really like to help try and resolve this. Kindest regards PALS Norfolk and Norwich Hospital

• Can't complain - really quick in cardiology

  4

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  I can't complain personally - done alright. I didn't realise I had heart problems and had an ECG a month ago. The next night the consultant called. Within a fortnight I had an appointment and I'm now going in for more tests. Before COVID I wouldn't have thought anything of it. But with the NHS how it is, we try to be patient because they're overloaded.

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

  Thank you for taking the time to leave these comments. I will ensure that they are passed onto the relevant department warm regards Lee Shiers PALS

• "Why did you wait so long?"

  2

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  We went to the eye department for glaucoma after waiting over a year for an appointment. When we were seen they asked my husband "why have you waited so long?" because it has got really bad. He said "because you've not been giving out appointments". You rang and no one answered, we just couldn't get through to book the appointment. His sight has deteriorated so much now. In the end they sent him to St Stephen's in Norwich because he needed a cataracts appointment. They said they'd do it if they wanted and sorted it out there for him.

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

  I am sorry that you have had this experience; it would be really helpful to know who you are so we can look into this with the team, with you. If you are able to contact us via PALS on 01603 289036 or via email pals@nnuh.nhs.uk we would really like to help try and resolve this. Kindest regards PALS Norfolk and Norwich Hospital

• 18 month wait for appointment

  3

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  My husband has a kidney stone and he's had an 18 month wait for an appointment. He's had the scan so they know it's there just waiting to get it seen to. Can't complain though, we've done alright at the hospital. It just depends on the department.

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

  I am sorry that you have had this experience; it would be really helpful to know who you are so we can look into this with the team, with you. If you are able to contact us via PALS on 01603 289036 or via email pals@nnuh.nhs.uk we would really like to help try and resolve this. Kindest regards PALS Norfolk and Norwich Hospital