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.
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2004 responses from the local community
Refused to accommodate the needs of autistics
1
Submitted by P Mason3rd August 2021
I need to have someone with me during a procedure as I am autistic and panic even with sedation. I was told this was impossible "because the room is too small." FIND A BIGGER ROOM!
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Good afternoon,
It would be really helpful to know who you are so we can look into this with the relevant department on your behalf. If you are able to contact us via PALS & Complaints on 01603 289036 or via email: palsandcomplaints@nnuh.nhs.uk we would really like to help try and resolve this for you.
Kindest regards
PALS & Complaints Team, Norfolk and Norwich Hospital
Abusive staff and uncaring management
1
Submitted by Anonymous15th July 2021
A doctor shouted and me and lied about it immediately. Management and the complaint manager has refused to talk about it. Repeatedly. I was admitted without anyone telling my family at home for over 12 hours. Management refuse to answer that as well. Complaints are unanswered.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Good afternoon,
We are sorry to learn 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 on your behalf. If you are able to contact us via PALS & Complaints on 01603 289036 or via email: palsandcomplaints@nnuh.nhs.uk we would really like to help try and resolve this.
Kindest regards
PALS & Complaints Team, Norfolk and Norwich Hospital
Whitewash
1
Submitted by Anonymous1st July 2021
The investigation into my girlfriend's untimely death still can't be done. They hadn't even treated her for the crippling pain that had taken her in and had ignored my warnings that her life-changing illness was progressing alarmingly fast. I started my complaint seven months ago. They are still 'looking' for a file that had 'become detached' five months ago. Management has already concluded, even though the enquiry has been stalled, that her death was nothing to do with the catalogue of negligence. The verbal abuse I got from a doctor was ignored in the interim whitewash. Maybe the doctor became detached before anyone could talk to her about it. I have asked many times to speak about the whitewash, but have been ignored every time. This includes offering to send documents proving staff negligence. We have taken it to the Care Quality Commission and Ombudsman. My first official complaint was made in December and was ignored. The file became detached before mid March and is still not found. There is no coverup, though. None at all, not even of my complaint that a doctor had shouted at me. She must have become detached before anyone could talk to her about it. I have taken my complaint to the ombudsman. Hopefully it won't become detached.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Good morning
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
Waiting for hours to see a doctor always
2
Submitted by leslie ireland29th June 2021
Called 111 and was advised for them to call an ambulance but my wife said that she would take me which she did 3 days ago.I waited at the A&E for hours and no one came to see me at all i was in pain so said i have to go home because it went from 4 hour wait till 6 hours and the waiting time just kept getting longer and longer after 6 hours i was told maybe another 2 so i left.I said I will come back when less busy.My symptoms got worse the next day so saw my doctor who said you need to go to A&E so then went back and was told hour wait I was waiting for 5 hours and there were people coming in a long time after me who were being seen nearly straight away for sprained wrists and so on It seems to me that when ever I go there I am forgotten.I spoke to the nurses who explained to my why other people were going in front of me she then went away and a Police officer came up to me and ordered me to sit down which i declined so he the told me to get out and leave. Or it will go further ie arrest me.so i left.I just think I am being unfairly treated and was no sure if police who were there with a prisoner can order me to leave when i am waiting for treatment.I now feel that I do not belong at the hospital and have any treatment again.I also suffer from depression
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Good morning
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
2 cancers in 2 years
5
Submitted by Paul Hewison11th June 2021
I was referred for prostate cancer in September 2019 and was still receiving treatment in March 2020. The many investigations were all conducted in a timely manner. Everything was explained to me at every stage. After starting hormone suppression treatment, I had 37 sessions of radical radiotherapy. The doctors, specialist nurses and radiographers whom I saw were all very professional and excellent, answering my many questions. I finished my radiotherapy in late April but I still have about 18 months more of hormone suppression to go. I have had video follow up and all has been most satisfactory. It has all been a very positive experience.
In September 2020, I thought I might have a basal cell carcinoma of my face. I was referred and seen in April 2021 which I thought was a long time for a potential malignancy but these have been trying times and a BCC grows slowly and does not metastasise. I had plastic surgery to my face with excision and a skin flap in May. Everyone I saw was again very pleasant and answered all my questions. It is fully removed.
In both cases, I must commend all staff at a most unusual and difficult time.
I needed treatment for cancer cells, and service just shut down completely last year as a result of Covid 19 possibly, when I believe it could have continued n some areas such as the one I was waiting on,
When things started to move again it went well.
Thank goodness my cancer was not the carcinogenic type, otherwise I could have been in serious difficulties.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Thank you for your email. I will ensure that this fed-back to the necessary departments
With kind regards.
Lee Shiers
PALS
Failed Deaf patients again
1
Submitted by Anonymous21st May 2021
A Deaf couple were both in the N and N a couple of months ago, neither were provided with a BSL Interpreter even though an arrangement is in place via INTRAN. Neither of them are sure why they were in or what their diagnosis is. The wife has MS, was transported home and left flat on her back for 6weeks, with carers - there’s is no reason for her to have been confined to bed at all. Norfolk First did not call Interpreters in either. It took a concerned neighbour to alert Social Services who finally attended with a BSL Interpreter. Why won’t the N and N recognise their legal duty under the Equality Act and call for BSL Interpreters? Doing a thumbs up gesture for everything is NOT communication or informed consent.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
I am sorry to read of the experience of the Deaf couple that you describe. If you are able to contact us directly on 01603 289036 or via email pals@nnuh.nhs.uk, we would really like to look into this matter. Thank you for bringing this to our attention.
Kindest regards
PALS Norfolk and Norwich Hospital
Rails for walking sticks
5
Submitted by Anonymous11th May 2021
I believe there should be a box on the floor at the reception desks for visitors to prop up walking sticks whilst talking to the receptionists. At the moment, visitors try to hang their sticks on the rail and they always fall off - making a trip hazard.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Good morning
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
Brilliant
5
Submitted by Anonymous11th May 2021
Everything is absolutely brilliant - thanks for everything!
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Thank you so much for your kind words. I will ensure they are fed back to the outpatient teams.
Neglect
1
Submitted by Anonymous8th May 2021
Medically neglect seriously ill patients, tried to use needles they dropped on floor out of packaging on patients, staff not wearing masks or ensuring patients are. Refused to do emergancy testing required, patients having to leave to have this done privately to find out there is a serious issue and they were neglected. Threaten patients and run at them because they were leaving to go to another hospital.
Reply from Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)
Good morning
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