"Elsted ward poor care"

About: James Paget University Hospital Norfolk & Norwich University Hospital / Trauma and Orthopaedics

(as a relative),

Mum was in hospital had major Surgery for skin graft after a fracture repair got infected. Surgeons were great. Nursing staff not so. Later discovered my mum had cancer.

If I had to pick only three things I was unhappy about, Pain relief throughout her stay was substandard, she often had her call bell out of reach and the tone I heard her addressed in when I visited (and they didn't know I was there) was not one I would expect. She eventually was transferred out back to JPH but died on arrival. I complained last year, was not happy with the reply so asked for more clarity. I am in June still waiting despite more follow up emails to ask for update for the response. MP for Waveney has asked for a response. Four weeks later I am still waiting. In my opinion the complaints dept has been useless. I do not want to speak with them I want an answer from senior management. One of whom made the grave misjudged error of declaring 4 days after my mum had died they would not want her mother looked after there, regardless of the context it was crass. My mum had died and I didn't want her there either! I have 36 years experience in the NHs and I am ashamed of my professional status within it as a result. I want an answer to my complaint by the end of June

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

We are very sorry to hear about your experience and would like to ensure that you receive a personal response to the issues you have raised. We will ask Patient Opinion to pass on a message to you or you can contact us through our Patient Advice and Liaison Service at: pals@nnuh.nhs.uk

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Update posted by SL (a relative)

Did they read this? They are now asking me to contact PALS. Please! PALS directed me to complaints.