"Delays seeing my nan"

About: Norfolk & Norwich University Hospital / Ophthalmology

(as a relative),

I came up to the Norfolk and norwich hospital on Monday morning with my nan after coming from the doctors, they rang through and spoke to a specialist nurse who said if her condition worsens then she will get seen earlier ( her appointment was booked for 1. 30 and we got there at 11 as she was getting worse and worse by the minute.

She didn't even get seen till 2. I told them she was a diabetic and she needed something to eat. I got told to go buy her something so I explained that I didn't bring my purse but had some spare change to by her a packet of crisps for now. At 3 they brought her a packed lunch.

They had messed her around on Wednesday and Friday. We are now up here again. Her appointment was at 12. And 1. 30 she's still not been seen as some nurse said they "lost her notes" when the receptionist took them to her doctor she was seeing.

In the eye department, you get told that the doctor you need to see is in a meeting or with a patient.... then they walk out to go for lunch or to go home!

So you're telling me it takes 2 hours for an afternoon doctor to come and start their shift? It's ridiculous, don't make appointment times if you can't stick to them! !

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

Dear Relative

We are very sorry to hear about your family's experience at our hospital and the delays to your nan's appointments. We would like to provide a more detailed response to you about what happened and to see where we can improve. To do this, it would be helpful to have more details and know exactly which clinics were visited. We would be grateful if you could get in touch with our Patient Advice and Liaison Service or make a formal complaint. To contact PALS, please email pals@nnuh.nhs.uk

Kind regards

Janice Bradfield

Senior Communications Manager

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