North Norfolk CCG
Patient Experience Survey
2015
Patient Experience Survey
The Patient Experience Survey was designed to give patients who had been referred by the
Referral Management Service (RMS) the opportunity to comment on their experience of receiving
treatment within the local National Health Service (NHS). Patients were asked about their most
recent experience starting with the referral from their GP surgery and then any subsequent
outpatient appointments and inpatient treatment.
The RMS carried out the survey distributing 895 paper copies between mid-November 2014 and
mid-February 2015. The response rate was 23% with 206 returned. There were also 62
questionnaires completed by patients via telephone. The responses were collated and forwarded
onto North Norfolk CCG for reporting.
Questions
Questions 1 and 3 in Section 1 relate to the gender and age of the patient. Questions 4–35 are
grouped within Sections 2-4 and are shown as bar charts. Question 36 was open-ended and gave
the patient the opportunity to comment on their referral, outpatient appointment and inpatient
treatment. The full list of comments received has been included at the end of the report in
Appendix A.
Section 1: About the patient
Section 2: GP Referral
Section 3: Outpatient Appointment
Where patients answered
‘no, I’m still waiting’ or ‘no, no inpatient treatment was required’ in
Question 24 they were asked to go on to Section 5.
Conclusions
Referrals
Most patients reported that at their GP surgery they had received enough information about how they
would receive information for their hospital appointment. For Question 5, however, 145 (55%) did not
receive a copy of ‘Your Choice’ leaflet and in Question 6, 123 (47%) said that they were not advised what to
do if their condition changed whilst waiting for their appointment.
Outpatient Appointment
In Question 12, 218 patients (87%) felt that they knew enough about what would happen during the
appointment before they arrived by replying ‘Yes, definitely’ or ‘Yes, to some extent’. At the appointment
the vast majority felt that they were given the opportunity to ask questions and had confidence in the
doctor/nurse treating them. In Question 22, 81 (36%) patients said that they were not offered on-going
support or told where there might be some available and in Question 23, 82 (37%) patients said that were
not told about the signs to look for if they became concerned about their condition. Patients were,
however, generally very positive about their outpatient appointment. When describing the overall
experience of the outpatient appointment in Question 19, 224 (91%) said that it was ‘Very good’ or ‘Fairly
good’.
Inpatient Appointment
In Question 27, 82 patients (89%) felt that they knew enough before they arrived about what would
happen to them during the treatment. When asked about how good their doctor/nurse was at listening,
explaining tests/treatment, involving them in decisions and treating with dignity and respect their
responses were generally very positive. When asked to describe their overall experience of their inpatient
treatment 72 (91%) said that it was ‘Very good’ or ‘Fairly good’.
Appendix A: Any Further Comments
After a heart attack, I was treated with dignity and kindness. I was upset with two patients who happened to be on benefits who had nothing but criticism of the system and the hospital and staff. I am very pleased with my personal treatment. Thank you for the opportunity to comment.
After my biopsy I wasn't told that I would be asked back to get the results, when I was, I thought it was bad news, as it turned out it wasn't. I think a letter would be more acceptable if the result of the biopsy is clear. Or if I was need for my operation be viewed to see if it was healing, then this should be explained in the letter. I was just told to make a follow up appointment at the dermatology. I expected the worst! I feel this could have been avoided. After my operation I came out with a large bed sore which is still being treated 6 weeks after discharge from Addenbrookes, when I asked for a nurse to check it initially, I was told it was ok. Five days later it was cleaned and dressed. This has been painful and avoidable mainly because of staff shortage
All nurses in dermatology treated me with dignity and respect, the doctor on my final visit didn't introduce himself or direct any communication to me unless I asked a question. Very ? Process with NHS choices to get appointment at preferred hospital - involved numerous phone calls.
Although the procedure was painful/uncomfortable the doctor and nurses were very kind and understanding and looked after me the whole time - nothing was too much trouble.
An excellent service both at hospital (N&N) and my local surgery (Hoveton & Wroxham). No criticism whatsoever, just appreciation for a high standard of care.
As an inpatient I was told to stay overnight. I was moved from day procedure to a ward at approx 6.30pm. I was then visited by a doctor at 10.30pm and then discharged as there was a sickness bug. I was asked if I wished to stay or go home. I chose to go home.
As many years of my life have been spent at hospitals I would like to state I have never had any cause to complain about anything, as for health centres, my GP and staff always 'fit me in' and nothing is too much trouble for which I am very grateful. We are very lucky.
Been waiting since September for appointment, phoned up hospital and got one myself for April, 6 months later. Being moved from a pleasant ward to a windowless airless room with no other patients was upsetting
Cancelled appointment as deemed no longer needed to see specialist.
Communication during by outpatient treatment hasn't been good. I'm on clomid treatment, the 1st doses haven't worked so the plan was to be prescribed norethisterone to bring on a bleed and then take the higher dose of clomid. I went to pick up my tablets as directed but they weren't there. I phoned their fertility nurses to be told that the doctor wouldn't prescribe them but no-one had phoned to let me know this or why and it wasn’t clear from y conversation with the nurse as to what the next step was. I just seem to have to wait for a phone call to tell me what to do next but no timescale was given for this.
Consultant I saw at outpatients was not consultant who treated me. Treatment carried out was different to that proposed by 1st dr pre-op physio recommended never happened. 1st dr at opa was rude, examination painful. 2nd dr treated with respect and care, but I am disappointed with final outcome after surgery.
Cromer hospital I find being smaller is a much easier way to be treated first class. Cromer hospital is very good, easy to get to and park, staff very nice.
Delay in next appointment. Should be 2 months but is actually 5 months. Disaster inpatient gall bladder removal and 3 weeks in n&n a care was very poor.
Due to proximity and parking facilities prefer to be referred to Cromer for future procedures
During my endoscopy the doctor/technician was chatting at times about non-professional trivia to the nurse which I found disconcerting. All other aspects were excellent.
During my stay in hospital I was most impressed with my care Excellent attention by all, could not expect more.
Excellent treatment and service. Consultant was friendly, knowledgeable and caring. Very impressed with 'op theatre' and Cromer hospital and all staff that I encountered. Thank you
Experience at Cromer hospital much better than past experiences at the Norfolk and Norwich where many staff were oblivious to the fact that as human beings patients need/want to maintain as much dignity as possible even if they have the misfortune to have personal health problems. Having to undress and put on a hospital gown and then sit and wait in a waiting area with many (similarly undressed) other patients don’t get the experience off to a good start. Hospital staff need to realise that although they see/deal with personal health problems every day, patients: - already nervous and worried about their visit need to maintain as much dignity as possible.
Fantastic service no complaints whatsoever.
Felt uncomfortable waiting around when I got changed into hospital clothes before procedure. Nurses are really nice and reassuring throughout visit
Follow up appointment still not known, was to be feb 2015 but not informed yet, date 18.2.15. Gp phoned with result very quickly after x-ray appointment.
Gp surgery appointment/discussion was very disappointing. Cromer hospital treatment was superb. Happy with the entire process
Have a very good selection of doctors and nurses, the NHS have always looked after me very well and I appreciate all they have done for me with thanks.
I am on twice chemotherapy and think the staff at the weybourne unit at the n&n hospital are wonderful. I am still waiting for a response from the NHS surgeon which is why I decided to have the operation privately. My GP told me I would not be able to have a laparoscopy so referred me to a general surgeon. Waited 3 months then referred to laparoscopic surgeon after general surgeon advised I could have laparoscopy. Two months wait, then laparoscopic surgeon said laparoscopy not possible. I was asked to get details of previous operation out of area and provide to the laparoscopic surgeon. This I did but got no further response, so I decided to go private with a general surgeon at the spire.
I am still waiting for an appointment for treatment. I saw the doctor at Norfolk and Norwich on the 28th august. 15 weeks on I still have not got another date
I am very grateful for all the care and attention given to me at the doctor’s surgery and at the hospital at any time I have been. I am very pleased with everything.
I am very satisfied with any treatments I have had in the last few years.
I arrived for my appointment 15 minutes before but waited over an hour before I was seen by the doctor, wasn't advised of any delays, other people arrived 30 minutes after me but was seen by doctor before me.
I attended for examination, after which I was referred to appointments where I was fortunate in that I was asked can you come back tomorrow for the operation as we have a cancellation, which I was happy to take advantage of. The operation went smoothly - removal of non-cancerous lump from my face. Plastic surgeon, attendant nurse and orderly were all friendly and informative. I was well advised about after care and I am very pleased with the result.
I came to discuss future pregnancies after being told during my 2nd C-sec that the surgeon’s advice would be due to heavy scarring to not have any more babies. This had not been written in my notes so the consultant we saw told us no extra risk as that’s all she could say. She was disappointed not in notes as this is not usual that the surgeon would say this. We left the appt feeling disappointed and no nearer making a decision about having baby number 3.
I can but hope.
I cannot fault my treatment I have received
I could not fault any part of the overall experience. Excellent service and care.
I didn't actually see the doctor noted on appointment letter, someone else desperate to get away as her last day of work. She kept leaving the room to ask doctor for advice, agreed the next step with me, I left happy with the decision made only to receive a letter saying they'd reviewed notes, changed their minds and said 'let’s wait and see'. Shocking NHS, shocking, no wonder you kill people. Too much time spent making patronizing leaflets in all languages and not enough efficient use of time and money. And this often applies to out patients with my kids, too same problems keep occurring.
I do feel the appointment system is very long winded and felt the need to chase after an appointment for my next operation I’m still waiting for. The previous investigation op was back in mid-august of 2014.
I felt I was a nuisance and that the doctor did not want to be bothered with my problem. He was quite stand-offish but when I stressed I would like the treatment it was done reluctantly and with no compassion. In fact, at one stage, the nurse stepped in to help me. The nurses were all very good.
I had a cancer on my face. No appointments were available (anywhere I was told) I went private. My GP sent off for an appointment in April 14 - got appointment late July 14, by this time I had had it removed. Rubbish service. I had a hip replacement.
I had to travel 30 miles to my appointment, when I arrived there was no delay in seeing me and there were only 2 people in the waiting room. The doctor spent only 5 minutes seeing me, he told me what condition I had, he wrote it down on a piece of paper and told me if I wanted to know more I can look it up on the internet and he then sent me away with just a prescription.
I have filled in section 4 also as I have just been discharged from hospital.
I need some phusio and should have been contacted but as yet nobody has done so.
I personally cancelled the appointment as the 'problem' had solved itself. I noticed the hospital and the surgery. I received terrific treatment from both my gp and all the doctors and nurses at the hospital.
I regret that having attended the clinic on several occasions I was not given the full information regarding my forthcoming operation until 10 days before the operation. As the operation had quite high risks I chose not to go ahead with it. If I had been given the full details earlier I could have avoided both the consultants and my time. I was rather disappointed that the consultant couldn’t offer me more hope. Bowel incontinence after 12 months of physiotherapy. I can only conclude that I am too old at 76.
I was told by my gp that the initial appointment would be at Cromer hospital and turned out to be at n&n. I expected that if the results of the biopsy were good I would receive a letter to that effect and would only return to hospital if further treatment was required. Not so, I waited between 4-6 weeks to see a doctor only to be told the good news, but during that time had been very worried unnecessarily as it turned out.
I was treated by the staff very badly, I was in hospital for a month, not by my choosing, and most of the staff treated me disgracefully, 3 years later I’m still suffering from the same condition, hospital doctors do not want to know, despite repeatedly being asked by my gp.
I was treated with extreme kindness and efficiency. Call staff was very nice.
I was very impressed with the whole process and pleasantly surprised how well it all went. Many thanks to the NHS.
I was very pleased with my treatment. At Cromer I was seen and had treatment within an hour. The same
treatment I had in Watford took over 5 hours from start to finish. So yes I was very happy with everything that was done.
I was very pleased with my treatment. Top marks to the doctor and nurse at the dermatology department
I was warned by my gp that there was a long wait before I would be seen. After about 2 months I got a letter from the n&n saying that they had such a large backlog it was impossible to give me a date for my 1st appointment. However, shortly after that the n&n took the initiative and brought in a team of private specialists over a weekend to clear this backlog. I presume it worked, so congratulations to the n&n/NHS for getting things sorted.
I wasn’t aware if my appointment was for consultation or procedures. This has relevancy when being accompanied by someone due to length of time
I would like to say on a personal level, I’ve always been well looked after as an in-patient and out-patient. No worries with my local dr/nurse treatment either.
If outpatient need to be centralised at the Norfolk and Norwich hospital then attention needs to be given to distances patients need to travel to reach. The hospital, for example, 9.00am or earlier appointments are not suitable for patients travelling from north/east Norfolk, the hospital is badly located on the wrong side of Norwich for north Norfolk.
It was a long time between seeing my gp and receiving the outpatient appointment. Once received my problem was managed well.
Lots of noise on wards esp. from visitors.
Male registrar, In my opinion, should have asked if I wanted a chaperone during examination. I was asked to remove clothing to underwear.
More information would be helpful.
My comments are reference to having an endoscopy. The procedure, care and how I was treated was the worst experience of all my treatments in hospital. My follow up appointments with a specialist were fantastic and I felt valued, listened to and cared for.
My doctor referred me to hospital April 2014, first appointment 13.8.2014, second appointment 17.12.14, was told by doctor at hospital I am on waiting list for gynae operation 2 to 3 months from last appointment. My experience has been outstanding
My experience was excellent. I could not fault it in any way.
My gp saw me promptly, listened to me, read my history thoroughly and referred me quickly. My consultant, listened to me, read my history, explained my condition and options of treatment. I had several test, all within very quick succession. My consultant then came up with a plan of action, took the time to listen to my question and concerns - then took more time to reassure me and inform me. I now have my condition under control - I am taking medication daily and all of this is thanks to NHS and it was free! I am so very grateful and think you are all doing a fantastic job! Thank you all.
My gp was in transition from retiring gps to new young gps and locums. They were not aware of all the procedures for referral in my specific case. I believe this has now been rectified.
My initial appointment was cancelled because there was no doctor, the subsequent appointment I had to cancel due to other commitments. There was then no action at all until I complained after many months.
My main issue has been the waiting times from a referral from my gp to seeing the specialist. 4 month wait with 3 appointments cancelled during the wait. I have since had a laparoscopy and my appointment for after this has also been cancelled once. When trying to arrange appointments the booking team were rude, inconsiderate and unhelpful
My outpatient experience was very efficient
My reason for attending nnuh was colonoscopy - the recovery nurses were excellent. Especially a Romanian staff nurse.
My treatment was excellent. Thank you
My waiting time for the dermatology appointment was 3 months. This is far too long and not acceptable. The consultant I saw was friendly and proficient. I was pleased with the ultimate outcome.
No complaints about anything regarding outpatient appointments. No further comments
No further comments considered to be necessary. No in-patient treatment (neurology)
No inpatient treatment yet due cancellations etc. None!
Nothing was necessary as growth on face had gone before being seen. Appointment was changed from urgent to routine because of this.
Nurse Andrea in dermatology at Cromer was brilliant. Give them more facilities and funding there!
On arrival at the hospital (requested 7am) for my day procedure, the department was still locked! December 2014, temperature 'minus' absolutely freezing, left outside until 7.45am! By this time many others also was originally placed on list for late morning but was advised initially I would be 1st on list as diabetic... This information had not been passed to department. However was rectified.
One very considerable difficulty was in trying to locate the outpatient dermatology dept. Eventually, a member of staff asked if he could help, consulted the directions in my letter and said they were very confusing!
Only given 3 days’ notice of forthcoming operation and pre op assessment. Spent first night after major surgery on day procedure unit as no beds were available due to queue at a&e. As I was in hospital Friday pm-Sunday pm I did not see a physiotherapist or receive any leaflets regarding beneficial exercises to help recovery. Surely any paperwork would be handed out by staff discharging the patient if no physio staff works at the weekend. Original outpatient consultant visit (n&n) not good - no eye contact - he didn't seem interested in hearing my thoughts on how problem first occurred. Went through his checklist - I felt I was on a conveyor belt, but local occupational and physio treatments were excellent in every respect so was my gp.
Original referral for back issues made in 2010, consultant interview in 2011. Consultant would take no action until a hip replacement had been completed together with a shoulder re-surface. The two areas having been addressed during 2013 and 2014. Gp has resurrected appointment for back problem, Jan 2015. Still awaiting this
appointment.
Overnight - noises (bangs) felt unready to go home - sitting in day-room is very tiring (having left my bed 6 hours Reply to radiology appt not neurology
Sent wrong paperwork, so thought I was having major surgery as a day case. I was concerned about post-op pain management. Outpatient nurse made profuse apologies for the anxiety caused, and spoke to administration re wrong paperwork being sent, as I was not the only patient to receive same. Care was excellent.
So far I have received no treatments since referral. My gp referred me for physio in relation to forthcoming surgery for my hip on 9 January 2015. On a second reminder a month later in February he did so again. It is now early march and I have still not heard anything.
Some of these questions did not fit my situation. I had a small patch on my face possibly cancerous but was thought not to be. One visit it was treated and no further appointments necessary.
Sometimes the two outpatients clinics I attend are running late but the receptionists and doctors/nurses always apologise. I'm pleased that registrars and gps now always listen carefully nowadays and ask my opinion about treatment, the effects of certain drugs on another condition and overall health and energy levels.
The appointment process is very slow and it is an hour’s drive to the hospital so it is hardly convenient, but there is nothing nearer. I have little doubt that the process will take a full year. The treatment is good when you get it. The appointment was changed at short notice by text message. I don’t think this is a good idea as my message didn’t deliver
The computerized 'booking in' machine was not fool proof and it would have saved time and probably money for the clerk to have ticked a sheet - which she did anyway!
The 'consultant' I had the misfortune to see had very poor spoken English and appeared to be totally disinterested. He was not an NHS employee. Very difficult to understand him which was extremely off-putting. His written report was more informative. Have subsequently been seen at Cromer hospital by nurse in dermatology and am now satisfied my problems are being dealt with, however I should have asked for a private consultation as problem occurred some 18 months ago and has become much worse as a result, however now improving and I anticipate a successful outcome.
The doctor I saw was very understanding about private matters and was very nicely spoken.
The nursing staff on my ward worked hard. I just felt that more junior nurses were needed to give more basic care to the patients.
The referral was dealt with within 2 days and an appointment was made for consultation within one week and my follow-up surgery was made to my convenience. I found this excellent practice. When I was concerned over pain management before surgery I went to Cromer hospital and was seen by a very competent nurse who helped me considerably. Excellent!
The results took 3-4 weeks to arrive verbally from the secretary on the phone. No written results - probably went to my gp?
The staff at Cromer are amazing. The parking situation is crazy
The time from my gp referral to the appointment was over 8 weeks. There was a lack of information given to me as to what to expect at the appointment. I was given a rectal examination which I wasn’t expecting or forewarned about and was therefore very uncomfortable. I felt that had a proper explanation been given I would have felt more at ease - it was undignified.
The whole experience was very good. Would have been easier if treatment could have been in Cromer hospital. They were very helpful at nn hospital. Car park - problem parking - needs attention.
This questionnaire is a bit late, hard to remember all that happened. Very grateful for treatment received and efficiently.
Very pleased with operation and information given at follow-up. Everyone was kind and helpful Very pleased with the service overall. Thank you
Waiting for 2 weeks for an appointment after referral from gp on a different case.
Was disappointed that after all tests no follow up appointment was provided. Just results in post and to see gp again. Symptoms still not resolved and feel frustrated by system. However overall care received at n&n was very good.
Well done NHS
When I saw the doctor I found it difficult to take everything in that I was being told it was a lot to take in. When I visited Cromer department I have nothing but praise for all the staff
When I was contacted by phone and given the appointment date, it fell on the week I was away on holiday. When I told them this, they could not offer any alternative and was advised to go back to my gp and start the whole process all over again. I could not believe it as it had taken about 3 months to get this far. They said because I had effectively 'declined' the appointment, that was how the system worked. What a joke! Terrible system I
reluctantly started the process again, waited and waited for an appointment ( approx. 5 months) in that time my condition cleared up and I cancelled the appointment when it eventually came through. Good job I had nothing life-threatening- a sorry state indeed.
Worst experience of the Norfolk and Norwich university hospital to date. From the administration side, to the waiting time before and during admission, care on the wards or lack of it, follow up to the operation which was done in October 14 and follow up not until march 2015. Food and cleanliness was also poor.
