Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

Feedback

• Long wait for appointment

  1

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  Been waiting for two years to see the neurologist. I've been going there for year but I'm just waiting for an appointment and have no idea when my appointment may be. My doctor is alright. I find his accent rather difficult to understand sometimes. I do ask him to repeat things but he's not always good at explaining things for me. He's a nice chap, just hard to understand sometimes. I also don't understand why they've started doing this 'leave your name and number and we'll call you back' when you contact them. They never call you back!

• 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

• Patient focussed staff

  5

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  Staff are good, very welcoming, patient focussed. Visited rheumatology, haematology and neurology. Brilliant.

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

  Thank you for comments. Positive feedback really boosts staff morale and I will ensure that this is passed onto the department concerned. thank you Lee Shiers PALS

• Mixed experiences

  5

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  Husband had a stroke, he saw a paramedic at doctors and was told to go to hospital. At hospital we waited for 8+ hours to be seen. The hospital wanted to keep him in overnight but there were no beds available so I had to take him home again. On another occasion I had a tumour removed at the N&N, can't fault the treatment I had from them. I had follow up appointments with them and they've been fantastic. (Denton Ward)

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

  Thank you for taking the time to leave these comments. Feedback is really good for boosting staff morale and developing services. I will ensure that your comments are passed onto all concerned. If PALS can support with anything please don\'t hesitate to call on 01603 289036 warm regards Lee Shiers PALS

• Medically no problem, paperwork is rubbish

  3

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  I’m waiting for an appointment at the Haematology department at the N&N. Medically there’s been no problem but the paperwork is rubbish. The paperwork that came through had typos in it. When I raised it, I was told "I'd rather you didn’t chastise my team, it’s me who can’t spell". There was just awful provision of English in the letter. I went along to my appointment in person, and it was okay. But they ended up calling my wife who said I was at the hospital and they said it was meant to be a telephone appointment. So that was quite confusing. I just don’t understand why I’ve got four bits of paper and a telephone call to tell me I need an urgent appointment. I can’t understand why this is. Why can’t my GP contact them? Give me a clue – it’s a little worrying that it might be urgent but I’m presuming it must not be if they’re delaying it. I know the NHS is stretched and there’s been a pandemic. But they’re not even giving me an idea of how long it may be. It’s just a waste of time and energy, for them and for me. It’s good they tell you that you are on the list but I've still not got a clue as to when the appointment may be. Once you’re at the hospital they’re good but it’s just the communications.

• 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

• Discharged without knowing what was wrong

  1

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  Called 111 and they said I could bring my husband to A&E myself because there was a long wait for an ambulance. Due to the long wait, I left him in A&E and came home. Part way home I got a call to go and pick him up. They had done nothing. Then he had the same problem later that night and I had to take him back again. Got there about 4am. He was discharged but they still didn’t know what was wrong so said he needed to see his GP.

• 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

• Telephone appointment not suitable

  2

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  My husband is diabetic and has only been to the hospital once in the last two years. Used to have his annual reviews but they haven’t happened. We got a letter about having telephone appointments, where they ask his blood sugars and ask him if he’s okay. Like any man of course he says he’s okay whatever happens. They can’t actually read his meter and check it properly. He’s just not very good at talking on the phone. I assume they just can’t offer an in person appointment. When we went last time there were only three people in the waiting room and it’s normally quite a busy waiting room.

• 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

• Long wait in A&E

  1

  Submitted by Collected at Healthwatch Norfolk event 18th February 2022

  Took my husband to A&E for pain in his foot. He's diabetic so his sensations in his feet are limited so I knew something was wrong when he was saying it was really hurting. When we got to A&E they wouldn't let me in with him. I rang my husband and he said there were loads of people in there. I went to go in and they told me I wasn't able to but I had to explain I had his insulin. He was there for 9 hours and didn't see a doctor for ages. Just kept moving around the hospital. It would be better if you knew how long you'd be and what was happening. There was no one to take him to his X-ray and I offered to take him but they wouldn't let me. We waited hours. 5 weeks later we got a letter from the hospital saying he'd broken a bone in his foot. It was a very tiny bone so it was obviously difficult for them to see. It shows how bad his feeling is in his feet.

• 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

• Long waiting list

  2

  Submitted by Collected at Healthwatch Norfolk event 17th February 2022

  Very long waiting list. I was told it would be over a year for me to see a gynae consultant. I decided to go to Ipswich instead. They gave me a list of options and it was a 70 week wait for Norwich or Cromer hospitals. Only 44 week wait for Ipswich and it's now down to around 15. I think some of it is due to COVID but I don't know. Maybe they need more clinics to avoid people having to go to the hospital. Like couldn't ultrasounds be done at other places if they had more health centres...

• 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

• Genuinely listen to me

  5

  Submitted by Collected at Healthwatch Norfolk event 16th February 2022

  Midwives are really really nice. They make you feel calm and comfortable. Made me feel at home and like I wasn't at the hospital. They prepared everything how I wanted it to be. Very friendly and helpful. They listened to what I wanted. When I wasn't sure about something my doctor has said I went straight to the hospital or when my GP said she was fine and she wasn't. They genuinely listen. You can see that they really trying to do something at the hospital. They ask so many questions and really try to help.

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

  Thank you for taking the time to provide feedback and I am glad that you were able to access good support at this very important time. I will ensure your feedback is passed onto the relevant staff teams

• Staff do a great job

  4

  Submitted by Collected at Healthwatch Norfolk event 15th February 2022

  Amazing! Had to go to A&E with my son. We were there a bit longer than we should of been because they had to do more tests to check if he needed an operation. I'm happy with how they dealt with my son. We went another time when my daughter had a viral wheeze. We called 111 and the doctor who called us was great. They called an ambulance and said that if we were happy at home they would sort it with the hospital. It was really helpful for me since I have three children at home. The staff at the hospital do a great job!

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

  Thank you for your feedback. I will ensure that all of your comments are passed onto the relevant staff teams Feedback is very important, boosts morale and helps develop services with the patient voice at the centre Kind regards Lee Shiers PALS