Northgate Hospital

Feedback

• Easy to get an appointment

  5

  Submitted by Anonymous 21st January 2019

  My psychotherapist is here, I referred myself and I have had a few sessions. I found it easy to get an appointment.

  
  
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• They don't care

  1

  Submitted by Anonymous 19th January 2019

  Waste of time they don't listen and don't keep a record of your visits or call assessments so your continuously repeating yourself, then they write a report full of discrepancies and total untruths,and contradictions which is harmful to do, then they discharge you as they cannot be bothered, fake psychiatrists with no idea... I think I will have to go ballistic to get any help... I will end up in prison if that's what it's takes !

  
  
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• Very good

  5

  Submitted by Anonymous 31st October 2018

  They're very good, particularly with the ongoing Parkinsons treatment for my wife.

  
  
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• Services in Great Yarmouth need to step it up

  1

  Submitted by Anonymous 25th July 2018

  My child, partner and friends have all struggled with their mental health. Northgate don't answer your calls and don't call you back. My child was referred to a psychologist over 6 months ago and we've heard nothing. Mental health services in this area need to step it up.

• Reply from Northgate Hospital

  Thank you for this feedback, we are sorry to hear that no one had made contact with you. If you would like an assistance in following this up with the relevant service, please make contact with our Patient 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.

• Silverwood child mental health team

  2

  Submitted by Anonymous 16th July 2018

  They didn't feel that my child had a real need to speak to anyone about what was happening in the family life, which was affecting them. My child was referred to compass and received 6 months of therapy.

• Reply from Northgate Hospital

  We are always keen to get feedback from services users and their family. Thank you for taking the time to leave this feedback. This will be passed on to management staff at the Silverwood Child & Family Centre.

• Pointless (*)

  1

  Submitted by Anonymous 10th July 2018

  Had a phone assessment with a nurse, she didn't understand what I was trying to explain and I just felt like I was being fobbed off and placated felt like she was trying to wind me up and goad me , had to put the phone down as she really didn't understand what I was trying to explain, and tried to pigeon hole it into a generic box..totally out of her depth and had no idea,would have been better had she read my file before asking trigger questions about my childhood too,totally unprofessional and I'm glad I had the initiative to record the call,as I forget things otherwise.

• Reply from Northgate Hospital

  Thank you for your feedback. We are sorry to learn about your assessment experience, and would like to know more about what has happened. If you feel that you would like to raise this as a formal complaint, you can contact the Complaints Team 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 feel that you would like treat this informally and need to talk your experience through, 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.

• My daughter suffers from bipolar and had to stay in here.

  1

  Submitted by Anonymous 18th June 2018

  Staff were less than sympathetic. I saw staff pull a patient by her hair, they called my daughter names and told her to grow up. At the time, I complained and they apologised.

• Reply from Northgate Hospital

  This has now been brought to my attention and I will explore this comment with the ward CTL and Operational Manager .

• No access or visiting for family

  3

  Submitted by Anonymous 12th February 2018

  My mum suffers with bi-polar and has stayed here at the hospital. I think the care they get is good. However, they need to let people see their families. I had no access to my mum while she was in there. It was awful for us and I don't think it helped.

• Reply from Northgate Hospital

  Thank you for sharing this feedback regarding your Mothers care. We are sorry to hear that it was difficult to see her and we acknowledge that being able to see family while in hospital is an important part of recovery. If there are difficulties in the future, I would recommend speaking to staff on the ward, who might be able to arrange something for you. Or, if you ever need assistance in liaising with staff, you can contact the Patient Advice & Liaison Service (PALS). PALS provide information or advice about mental health, assistance to resolve concerns, or guidance if you 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.

• Customer service, Northgate Hospital

  2

  Submitted by Anonymous 6th February 2018

  While waiting in the main reception area of Northgate Hospital (where people from the community wait for blood tests), a service user put his portable radio on a music station, fairly loudly. None of the other service users appeared to object to this. A member of staff a) from behind the screen, called him over from across the room (rather than coming out to speak to him), and b) said he must turn the radio off because it needed a licence (presumably a Performing Rights Society licence). I suggest that the licence was a red herring, and the episode came across as if the member of staff believes that they are superior to the service user, who was summoned as if a naughty boy. Some customer service training might be in order. Thank you for listening.

  
  
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• Administration is a joke

  1

  Submitted by Anonymous 20th December 2017

  Given an appointment and rang to change as unable to attend as an in patient for treatment at another hospital that day. Person I spoke to said would cancel my appointment and rearrange. After two weeks later no appointment had come chased via phone and told I had not attended and they could not give me an appointment. Having waited coming up to two years I just despair this service really needs some serious help.

  
  
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