Submitted by Collected via Healthwatch Norfolk post box27th September 2022
Absolutely outstanding service. Amazing level of care, patience and lovely- listened to my problem and calmly explained everything. 10/10
Reply from Norfolk Community Health and Care NHS Trust
Thank you for your positive feedback.
NCHC Patient Safety and Experience Team
No complaints at all
5
Submitted by Ann Houston collected via Healthwatch Norfolk post box27th September 2022
Very good, seen quickly, reception staff and phlebotomist were efficient and friendly. No complaints at all.
Reply from Norfolk Community Health and Care NHS Trust
Thank you for your positive feedback.
NCHC Patient Safety and Experience Team
Outdated facilities but very friendly staff
5
Submitted by Collected via Healthwatch Norfolk post box27th September 2022
Hospital facilities feel very out-dated and site is difficult to navigate around. Rooms are hot and stuffy especially when when wearing a mask. Staff however are very friendly and offer a great service.
Reply from Norfolk Community Health and Care NHS Trust
Thank you for your feedback.
NCHC Patient Safety and Experience Team
NHS Referral The DIY Approach.
1
Submitted by Alan Clare11th August 2022
My partner (49!) was diagnosed and told last year by Integrated Therapy that he required a Hip Replacement. Apparently no further action was taken for some months until he self referred back after losing his job and having to resort to disability benefit. The worsened condition was confirmed as was why a referral hadn't taken place previously. He then had to wait to see a specialist GP {not his own}who without hesitation and prevent him becoming 'very miserable' agreed a referral to orthopaedics but choice and waiting times were not discussed. until yet another referral process was completed. When he made the required c contact the officer offered only the most local hospitals , all with lengthy waiting lists and times, and expressed no knowledge at all as to faster response times across the NHS England. which she advised us we had to look in to. Fortunately we had by looking at performance tables and outcomes we chose a national specialist NHS trust whom the officer had no knowledge of but on checking agreed it would happen. A follow up call a fortnight later confirmed the referral had been made but no detail of the referral was shared. Enquiry at said hospital suggested the referral had not been received and now after a month more waiting in pain, and despite further assurances from the trust office, the referral, although resent today via a 'different' system is yet to be evident at the specialist hospital. To date, 7 phone calls and 5 emails together with now 7 months delay nothing appears to be happening.
Reply from Norfolk Community Health and Care NHS Trust
On behalf of Norfolk Community Health and Care, I'm sorry to hear of the delays that your partner is experiencing.
If you contact us directly, with your partner's details, we can investigate this for you. Please contact complaints@nchc.nhs.uk
Patient Safety and Experience Team
it was very good
5
Submitted by Anonymous17th May 2022
there looked after me and helped me with any think that i had
Reply from Norfolk Community Health and Care NHS Trust
Thank you for your kind feedback.
Patient Safety and Experience Team
there was very good
5
Submitted by Anonymous17th May 2022
There have helped me a lot
Reply from Norfolk Community Health and Care NHS Trust
Thank you for your kind feedback.
Patient Safety and Experience Team
ASD diagnosis
1
Submitted by Anonymous22nd April 2022
I was referred for an ASD diagnosis in August 2019. I had my first part of the ADOS assessment in January 2020, since the pandemic hit I’ve received no updates and had very little communication from the service providers. It’s making me really distressed and I feel like I can’t move on with my life until I have this assessment.
Reply from Norfolk Community Health and Care NHS Trust
Thank you for your feedback and I\'m sorry to hear that you have had little communication or updates from the service.
Please make direct contact with the Trust, with your details, so that we can investigate this for you. Please email complaints@nchc.nhs.uk and we will ensure that you receive a response.
Kind regards
Patient Safety and Experience Team
MS Nurse is brilliant
5
Submitted by Collected at Healthwatch Norfolk event22nd February 2022
My MS nurse is brilliant. She's a wonderful lady. Been doing telephone called during COVID and it didn't matter how long you were on the phone. She listened. No "I've got to go now". It was very good. They're back to visiting me now and I've been able to request on specific nurse who I prefer. She's got a bit more time and patience to listen which is what I need. She's a lovely lady.
Reply from Norfolk Community Health and Care NHS Trust
Thank you so much for your kind feedback, the team always appreciate it, thank you for taking the time to post this.
NCH&C Patient Safety and Experience Team
Hardly Seamless or Integrated Care
3
Submitted by Anonymous4th November 2021
Firstly, actual personalities, GP, DN's, Admin staff are approachable friendly and appear committed to a concept of care at home.
Grateful to receive a GP Home Visit to my 97 year old Mum who has remained amazingly at home with little support until a recent serious and thought to be grave setback.
GP visited made a decision was kind but which left family perplexed and who Thankfully challenged choice of medication management.
Promptly, DN called re implementing said challenged medication and explained that if an emergency she would be coming from Great Yarmouth some 44 miles away for out of hours.
Next Day, local DN visited, kindly and informative, advised re availability and telephone numbers for contact.
No response to message left next day and CHC assessment not offered although Norfolk Social Services saying it should be done. GP says they do not complete so back to DN who a week later does complete.
Medication left at Pharmacists to be given 'As Directed' ( no directions having been given.
On day of emergency meds needed, no DN locally due to 'Away Day' and after two frantic requests just within their 2 Hour(!) response time 2 kindly DNs arrive from Dereham some 15 miles away, they do not know case and do not understand medication, agree I query with Pharmacy or GP.
Despite appearance of patient, do not check on patient physical comfort in bed , nor offer mouth care pack etc.
ASS still want CHC completed before committing to care package but did increase for urgent care and support to family who were providing 24 hour support. Norfolk NHS sent a box of inco pads, helpful OT sent equipment promptly.
It took two call and two visits for me to obtain essential repeat meds.
Providing holistic services requires a multi agency 'joined up' response, carers or patients cannot be calling across a list of contacts or waiting in call queues at urgent times. Local services need to be local to the people they seek to serve and despite what I have read about Norfolk CH, I am not witnessing it.
Reply from Norfolk Community Health and Care NHS Trust
Thank you for taking the time to provide your comments. If you would like us to look into this further for you, please contact complaints@nchc.nhs.uk with details of your Mum\'s name and date of birth, and we can arrange for your concerns to be investigated.
Patient Safety and Experience Team
You cant get Treatment Anymore!
1
Submitted by colin flowerday16th March 2021
i had Physio and Motomed treatment at Kelling Hospital but thats no more the Treatment you could get had steadily decilned to a point where its not available its really bad i need help to walk and Motomed treatment but the service is so bad you cry in pain and they do nothing completely useless!