"out of hours service"

About: Norwich Community Hospital

Anything else?

I have been in Norwich Community Hospital before for treatment and found the doctors excellent,

However , my daughter became ill and was getting worse . I felt i didnt know if she should be taken to Norwich to the hospital or have a doctor see her using the out of hours service. I called 111 and was immediately called back and my husband and i were told that an appointment had been made for her at the Norwich Community Out of Hours hospital at 1 minute past 1 am on the night of the 9th March. We took her there as instructed. She is not yet 4 years old, and we were extremely worried about her. Upon arriving we sat and waited ( which we understand ). My husband asked the security guy on reception the time and when the man said it was 1.50am, my husband said that we were concerned as we were told an appointment had been made and that it was for our little girl at 1 minute past 1 am) . The security guy was aggresive in his tone immediately and told us that we were were not told this ..that we were told to come at this time of 1 minute past 1am and then wait and that we chose to go there. it was our choice to go and therefore we should wait. (we were told it was an appointment and we do understand waiting, but our little girl was unwell) When we finally saw a doctor ..she seemed tired or stressed but kept saying that we were here for high blood pressure ( obviously that was not the reason ..it was a high temp, that our little girl had and was being sick ) we felt very concerned and really we felt let down.

The next day, i called 111 again and directed to Dereham Hospital as we still felt very concerned but felt we would call again before taking her up to norwich hospital as to keep dragging her out all the time also wasnt helping. The doctor there was much better and put my mind at rest and made a phonecall for a second opinion before advising me. She has got better, and perhaps i am an "overprotective" parent but my daughter is very young still and its all too often that people are passed off and left with a diagnosis of a "viral infection" that is actually something else. She had been unwell for almost a week and on the 9th , i called because she was getting worse and her temp. was getting higher. I felt i wanted to give my concerns especially because of the security man ..not a pleasant person at all.

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Response from Norwich Community Hospital

Thank you for your feedback, which is always welcome. We are glad to hear that your experience at both Norwich Community Hospital (NCH) and Dereham Hospital was positive as we aim to give all our patients an excellent service.

In relation to your comments about the GP Out of Hours Service which is provided from the NCH site, this services is not provided by Norfolk Community Health and Care NHS Trust, but rather the East of England Ambulance NHS Trust. The Ambulance Trust have been alerted to your concerns.

Anna Morgan, Director of Quality, Nursing and Operations

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