"Please answer the phone and return promised phone..."

About: Norfolk & Norwich University Hospital

I live 200 miles away. I work full time I rely on being able communicate by phone. As a senior nurse myself I try to think about the times I ring to make sure the least disruption to hand over, meal time and and drug rounds. When a phone conversation is unable to be completed and assured they will call me back. I am not happy. I realise you may be busy, but on reviewing your staffing levels and see they are much better than ours, and you still cannot answer my call or phone me back as promised. This is not the first time a member of my family has been a patient at the N and N and the same themes persist. I am waiting for someone to tell me they cannot speak to me when I start asking questions about my mothers care. I hope they realise all they have to do is get my mothers permission. As I sit writing this at 10pm, I am thinking do I really have to travel all the way to Norwich to get my questions answered. I need enough information to be able to plan my visit. Over the past two days since my mothers arrival on earsham ward. I have only managed to get e phone answered once despite many attempts. I used to moan at JPH but they are speedy in relation to here. Perhaps managers should phone wards and audit phone answering times.,

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Responses

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

We are very sorry about the communication difficulties with the ward. We will pass on your feedback to the ward sister and you may want to get in touch with our Patient Advice and Liaison Service at pals@nnuh.nhs.uk or telephone 01603 289045.

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