"Excellent teamwork ensures positive experience..."

About: Norfolk & Norwich University Hospital

Recently I was discharged from Docking ward following emergency surgery the week before, and I must express my complete admiration and thanks to the whole team I encountered during my stay. I speak also on behalf of my wife and adult children who encountered nothing but kindness during those difficult days.

From the operating surgeon, the consultant, A & E, the nursing staff and through every department right down to those doing the mundane but essential tasks there was always kindness, humour and complete dedication.

Of course I have seen some of the negative publicity these last few months, and now even more so following this experience I am baffled as to whether it really fairly speaks of your wonderful hospital and staff.

Let me explain a little more:

A & E – I was rushed in late morning with terrible abdominal pains getting worse. The Receptionist was charming, empathetic and within 15 minutes I was seen in triage. Observations, blood test, portable scan and pain relief followed in quick succession with the result I was quickly transferred to Majors.

Majors – full scan, x-ray, and regular observations identified that I needed to go to Emergency Assessment on Easton Ward, which happened around 7pm.

Easton Ward – much of the same while the scan result was awaited, and a sino tube was inserted.

A surgeon came and explained clearly what the scan revealed and that meant I would be given some medicine which might make the bowel untwist itself, and if not there would be an operation.

Docking ward – marvellous! I was transferred there after 24 hours on Easton and the care was meticulous, friendly and reassuring. The consultant saw me on Friday afternoon, thoroughly explained everything and the need for an operation, which took place later that evening.

Operating theatre – anaesthetist and her team were marvellous, surgeon reassuring, and I was out for the count before I entered the theatre.

Post Op recovery – cannot praise this too highly.

The whole experience was superbly orchestrated and indeed I had exactly the same experience on Denton ward in July 2017 when I came in for a knee replacement.

CONCLUSION:

It is so easy for officialdom to impose targets and for all and sundry to criticise when it is perceived they are not met in some way – my own experience of targets is that they should never be self-serving, but always enable those targeted to move forward in a positive, realistic and achievable manner.

Laying in bed in A & E it was easy to spot a well-tuned process where everyone played their part and the passage of the patient was effectively escalated and as short as possible. Only in that way can the best of outcomes be achieved for the patient.

Laying in bed in Docking ward the same kind of well-oiled team effort shone through – how else could you guys cope with the sheer volume of patients?

Story from NHS Choices

Responses

Response from Sarah Eastwood, PALS Manager, Norfolk and Norwich University Hospitals NHS Foundation Trust

Dear Patient

Thank you for your kind comments about your recent and previous inpatient admissions. I am pleased to read that staff were kind, professional and caring and demonstrated excellent teamwork. I will share this with the staff involved, as well as senior staff in the hospital. Thank you for taking the time to write with your thanks and praise.

With kind regards

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