"All the staff were extremely pleasant ..."

About: Norfolk & Norwich University Hospital

(as the patient),

What I liked

All the staff were extremely pleasant and friendly and seemed to be quite concerned that I was looked after and kept informed all the time even when events were out of their control, eg. aologising for delays etc.

What could be improved

Information about time-keeping, time- keeping in general and the need to reduce delays. Two out of three of my appointments I was kept waiting for over an hour, and the operation due to happen within 3 months (that I was Told) actually took eight months with resulting effects on my well-being (increase in size and pain of double hernia...). On the day a simple morning operation with keyhole surgery was delayed until 15.40 with no food or drink, resulting in dehydration and a longer recovery time including an originally unnecessary overnight stay. My wife was at home waiting for news about picking me up and was not informed of this delay, and on phoning the ward (as I had given her the number earlier) found the nurses/receptonists most unhelpful and without any idea of what was going on with me. It wasn't until I came round at 20.30 and called her myself that she any any clue what was going on and that I would not be home that night.

Anything else?

Despite being a simple day procedure there was a lot of information about going into hospital beforehand and what to do and bring, with leaflets covering every aspect of my stay.

However there is no information or contact details about who to contact or speak to afterwards in the event of any problems or concerns following the operation. Once discharged there is no aftercare at all, whereas I would have thought it better to speak to the correct, knowledgeable department responsible for the operation, than go back to G.P. again and the resultant long wait to return to the hospital, if necessary.

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Response from Norfolk & Norwich University Hospital

Thanks for taking the time to give us your views. We are pleased you found staff pleasant, friendly and concerned about your welfare and we are sorry you didn't feel you could recommend us. We do apologise for any delays you had and we do try hard to minimise those. Our patient information leaflets provide contact details for either the unit or ward if patients need to get in touch following discharge home but it is the case that in this country, following hospital treatment, the patient's care does transfer back to the family doctor.