"Docking Ward - not a pleasant experience"

About: Norfolk & Norwich University Hospital

My mother was recently treated in Docking Ward. The ward is extremely understaffed and the lack of communiaction bewtween staff is very poor indeed. Some of the more senior members of nursing staff have appalling attiitudes towards patients and their worried families. What happened to the caring profession of nurses that once was. One of the most shocking situations I witnessed during my mother's stay was the ward secretary / administrator tearing off my mother's identity wrist band and replacing it with another patients band (therefore a different name and D.O.B). When my mother noticed this and questioned the secretary, she merely shrugged it off as "having a bad day." This was totally unacceptable behaviour. The consequences of this action could have resulted in a whole load of castophic events. Ward staff did not hand over properly from one shift to the next, and nothing was explained unless you constantly asked the staff. Quite often, they didn't have the answers and were so vague. This did not give my family much faith in the ward staff. Overall, I was extremely disatisfied and upset with the way in which this ward was run and needs serious and urgent review of its failing practices.

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Response from Janice Bradfield, Senior Communications and Membership Manager, Norfolk and Norwich University Hospitals NHS Foundation Trust

We are very sorry to hear about the poor care your mother received and we have passed your comment to the ward sister. Thank you for taking the time to bring this to our attention. If you require any further assistance, please contact our Patient Advice and Liaison Service at: pals@nnuh.nhs.uk

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Response from Norfolk & Norwich University Hospital

We are sorry to read of your experience recently on Docking Ward and have passed a copy onto the ward sister and Director of Nursing for their attention. In the meantime, you feel you still have unanswered questions please feel free to contact our Patient Advice & Liaison Service by emailing pals@nnuh.nhs.uk

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