Norfolk and Suffolk NHS Foundation Trust (NSFT)

Feedback

• Brilliant

  5

  Submitted by Anonymous 21st August 2018

  I have a nurse that comes to see me fortnightly and I can call her anytime I want. She is brilliant. Everyone in that team is brilliant in every way and they will all help me.

  
  
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• Take good care of me

  5

  Submitted by Anonymous 31st July 2018

  The hospital is like my second home. I've been to the fracture clinic a few times and they always take really good care of me.

  
  
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• Doesn't seem easy to get help

  2

  Submitted by Anonymous 31st July 2018

  When you're not in a good place it doesn't seem very easy to get help. I think they need to publicise it more. It's okay to talk to someone.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  Thank you for your feedback. We recognise there is still stigma around mental health and talking about it. National initiatives such as Time to Change have helped to improve this, and were possible, our Trust does get involved in campaigns such as this for our services users, carers and staff.

• Referral was too long

  1

  Submitted by Anonymous 31st July 2018

  I was referred by my GP and the referral process took so long (12 months). It led to me having a breakdown during the period before receiving any support.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  Thank you for taking the time to leave this feedback. We are sorry to learn that it took a long time to access support from this Trust. Waiting times across Norfolk and Suffolk appear to be a reoccurring theme for people trying to access support and the Trust has recently employed staff to lead in trying to improve this. We would encourage you to raise any concerns you have with our Patients Advice & Liaison Service (PALS). PALS provide help when you need information or advice about mental health, have concerns or are not sure who to turn to for help. You can contact PALS via Tel: 0800 279 7257 (free phone), Email: pals@nsft.nhs.uk. Messages can be left, and we would attempt to respond to you as soon as possible.

• Appointments cancelled or missed often

  5

  Submitted by Anonymous 30th July 2018

  I saw the early intervention team and was diagnosed with bipolar. I had awful side-effects of medication that weren't clearly explained. I often had appointments cancelled or missed. I don't think they have enough staff. I have paid to go private for therapy instead, which has helped but is expensive.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  It is very unfortunate that you have had to seek out private counselling due to the long waiting list and that when you were diagnosed, the medication side effects were not explained to you. We do have further guidance on a separate website about medication on the following link: https://www.choiceandmedication.org/nsft/ .The website also provides a handy chart to use so that you can keep tabs of what symptoms you are experiencing: https://www.choiceandmedication.org/nsft/helping-people-help-you/ . Please be assured that your feedback will be passed on to the relevant service manager. If you would like to discuss your concerns further, you can contact the Patients Advice & Liaison Service (PALS). PALS provide help when you need information or advice about mental health, have concerns or are not sure who to turn to for help. You can contact PALS via Tel: 0800 279 7257 (free phone), Email: pals@nsft.nhs.uk. Messages can be left, and we would attempt to respond to you as soon as possible.

• Crisis team

  5

  Submitted by Anonymous 30th July 2018

  The crisis team have come to see me a couple of times. I occasionally have flare ups of a long term issue. It's difficult for them to offer much because it's a long term problem. The staff are so lovely and supporting.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  We thank you for taking the time to share this positive feedback about the Crisis Team. We will pass this on to staff working in the service.

• Community Services - Central Norfolk

  2

  Submitted by Anonymous 30th July 2018

  I have had mixed experience here. I was referred in by my GP and got on really well with the occupational therapist. I now have a case manager and I feel like they don't really understand much of what's going and is difficult to get hold of to talk to.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  Thank you for sharing this feedback with us. If you would like some support in discussing your concerns about not understanding what is happening and finding it difficult to get hold of your case worker; you can make contact with the Patients Advice & Liaison Service (PALS). PALS provide help when you need information or advice about mental health, have concerns or are not sure who to turn to for help. You can contact PALS via Tel: 0800 279 7257 (free phone), Email: pals@nsft.nhs.uk. Messages can be left, and we would attempt to respond to you as soon as possible.

• Support has been fantastic

  5

  Submitted by Anonymous 30th July 2018

  My friend wouldn't be here today if it wasn't for the NSFT. They struggled for years with mental illness and recently got a diagnosis of bipolar. The support they received has been fantastic.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  Thank you for taking the time to pass on your feedback. We are glad to learn that your friends support has been positive.

• My child was diagnosed with asperger's...

  2

  Submitted by Anonymous 25th July 2018

  My child was diagnosed with Asperger's - we were told that there is no more support when I thought my child should continue we were told they would be fast-tracked if needed but it was 2-3 months.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  Thank you for your feedback, we are sorry to hear that there was a delay in receiving support. Your feedback can be highlighted to the relevant managers responsible for this service, however we would need a little more information from you. If you would like to discuss this further, please make contact with the Patients Advice & Liaison Service (PALS) on the following: Tel: 0800 279 7257 (free phone), Email: pals@nsft.nhs.uk. Messages can be left, and we would attempt to respond to you as soon as possible.

• Appalling

  2

  Submitted by Anonymous 20th July 2018

  I feel mental health services are appalling. I've been referred to wellbeing and the NSFT crisis team by my GP and never heard anything. They were not there for me when I needed them, I pay to see a private counselor now. They should spend less money on pens and more on people.

• Reply from Norfolk and Suffolk NHS Foundation Trust (NSFT)

  We are sorry to hear that you did not receive any contact from mental health services when referrals were made to the Crisis Team and Wellbeing Service. If you would like this looked into by the Complaints Team, you can contact them on the following: 01603 421486, email: complaints@nsft.nhs.uk or by writing to: Complaints Team, Hellesdon Hospital, Drayton High Road, Norwich NR6 5BE. Alternatively, if you would like to discuss this further and looked into informally, please make contact with our Patient Advice & Liaison Service to raise concerns about your experience. Staff would be able to provide support in trying to resolve your concerns. They can be contacted on the following. Tel: 0800 279 7257 (free phone), Email: pals@nsft.nhs.uk. Messages can be left, and we would attempt to respond to you as soon as possible.