Norfolk and Norwich University Hospital NHS Foundation Trust (NNUH)

Feedback

• Too many mistakes

  1

  Submitted by Anonymous 27th April 2021

  In 2018, the hospital missed my ectopic pregnancy, I had to then have surgery and lose my tube. HCG was over 10,000. During the birth of my rainbow baby boys, the treatment was lacking for someone with mental health issues, compounded by the ectopic pregnancy. Staff on Cley ward were snappy, rude and I was asked if I'd 'stopped crying yet', among so much more. After the birth, a midwife snapped at me about feeding my son. 'Didn't you plan for this eventuality? Where's your bottle and milk then?'. My baby had a tongue tie and couldn't feed. The hospital also incorrectly stated I had a blood test that was never done, so it took two days for then to realise I needed a blood transfusion. After a few days of this trauma, I was telling staff I wanted to leave without my baby when he was in NICU. My husband repeatedly told them I was not myself (suicidal). Nothing was done. Discharged home, crying. Already under perinatal team luckily who saved my life. We then ask for it to be investigated and my post natal notes are 'missing'. There was no explanation where they are and only adds to the issues we raised. I have been left with PTSD and still under mental health services. I received EMDR therapy on the two events, but they still haunt me to this day. I have had ongoing pelvic issues and raised ca125 levels and went to see a gynecologist who told me it was the 'least of my worries' and that 'losing weight would make me ovulate'. I have been anything from 8 stone to 12 stone and it has never affected my ovulation. I have PCOS and had fertility treatment after 7 years of trying. To assume I was the cause of my PCOS was upsetting when I have been down to 8 stone and cutting out sugar etc. PCOS can be helped by weight loss for SOME people, but in other it doesn't. So I am in pain everyday for over a year now and have lost faith in the NNUH.

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

  Good afternoon, 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

• In my opinion a patient died under negligence

  2

  Submitted by Michael Grant 25th April 2021

  A patient was taken to N&N with nerve pain in her jaw from MS. They kept her for 8 days without doing anything about it. They ignored my warnings that her disability had deepened whilst she was there. She was sent home in pain. She had to go back with the pain much worse. It took them 2 weeks to find and pull 8 bad teeth. She was sent home 4 days later still in pain and nothing done about it, even though I asked and asked what was going to be done. The pain was bad enough that she wouldn't eat all the while she was there. She was on Neurology, without anything being done about her MS. The MS team was told about her but did nothing. She was taken back 4 days later in pain, having had more than one stroke and now covid+. She died weeks later, starved and in pain. Some of her file has 'become detached', meaning that they can't look into my complaint.

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

  Dear Mr Grant, I am very sorry to read of your loss. Please accept our sincere condolences. The PALS team are looking into this matter and liaising with the Complaints Team to see if there is any update on the missing notes. Please feel free to contact us directly if you would like to discuss the matter further. Kindest regards PALS Norfolk and Norwich Hospital Tel: 01603 289036 Email: pals@nnuh.nhs.uk

• excellent service

  5

  Submitted by David Seaman 27th March 2021

  went to accident and emergency 26/03/21 Totally covid security was in place,big thank you to Jody and Georgie for looking after me in triage and just excellent speedy service Thank You All.

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

  Thank you for your kind words. I am pleased to read that you had such a good experience of our Emergency Department. I will make sure that your feedback is shared with the team.

• Pleased with cancer treatment

  5

  Submitted by Anonymous 15th February 2021

  I've been pleased with NNUH and the treatment I've had - it's been fantastic. We were snowed in when I was meant to have an CT scan and they rearranged it. They're always kind and helpful. I'm due to have a phone call on Wednesday from the consultant. I meanly deal with the oncology and respiratory departments

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

  Thank you for your kind words and positive feedback. I will ensure that this is passed onto the department in question.

• Visit to A&E

  1

  Submitted by Anonymous 11th February 2021

  I broke my toe and felt that the A&E staff were rushed off their feet. A health care assistant wasn't very pleasant at all. When there was a senior person there, she was OK/approachable but then she was very curt with me on her own.

• 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.

• Doctors deny Deaf patient interpreter

  1

  Submitted by Anonymous 10th February 2021

  Deaf man been inpatient for several weeks now, specialist nurse gets BSL interpreter on video call to have clear communication. Despite many requests the doctors won’t arrange this and so the Deaf man doesn’t be known what’s is going on. Doctors keepmdoing a 'thumbs up' that’s all they do. Deaf man wants a proper discussion

• 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 PALS on email pals@nnuh.nhs.uk we would really like to help try and resolve this. With kind regards Lee Shiers PALS and Patient Engagement Officer

• Partners being allowed into hospital

  4

  Submitted by Jane Hathaway 15th January 2021

  I was surprised and scared when attend for CT scan on Wednesday evening that the receptionist was allowing patients in and letting their partners stay too. I am extremely vulnerable as have cancer and receiving treatment I had to sit in the waiting room for over 40 mins scared stiff . Please this cannot be right as all other parts of the hospital only patients are allowed in

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

  Dear Jane 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. Thank you Lee Shiers

• Fast and professional checkup

  5

  Submitted by Anonymous 11th November 2020

  I was seen at the appointed time, all staff knew what they were doing, they were very careful to explain everything and they were quick to suggest the follow-up.

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

  Thank you for taking the time to give this feedback. It really makes a difference especially during these difficult times.

• Such kind and prompt service

  5

  Submitted by Marian Harrington 12th October 2020

  I had chest pain and was taken to NNUH by ambulance. I had a chest X-ray and subsequently I was told there was a shadow on this that needed further investigation. I had a CT scan and subsequent appointment with a Consultant. It was all organised very promptly and the staff were all really kind and helpful. I am so impressed with the service

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

  Thank you for your feedback. I will ensure that this is relevant departments that took care of you. thanks. Lee Shiers

• So disappointed

  2

  Submitted by Claire Whiteside 21st September 2020

  On the whole, the service I've received at the NNUH has been excellent. Sadly not in my most recent contact with the Breast Unit. The communication has been handled so poorly, it's made an already stressful situation more unpleasant. During my follow up appointment this afternoon, I've been made to feel that I'm wasting the Dr's time. Fair enough it's a case they see "all the time", but it shouldn't stop me being treated as an individual, rather than a statistic. Don't get me wrong, I'm so grateful for the service, but a bit of empathy & compassion would go a long way.

• 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.