Trust FFT Report February 2016

Transcription

1 Trust FFT Report February 2016 Trust Recommend % Trust 2015/16 YTD Trust Breakdown NORWICH Recommend % NORWICH 2015/16 YTD NORWICH Breakdown SPECIALIST Recommend % SPECIALIST 2015/16 YTD SPECIALIST Breakdown WEST Recommend % WEST 2015/16 YTD WEST Breakdown NORTH Recommend % NORTH 2015/16 YTD NORTH Breakdown

2 SOUTH Recommend % SOUTH 2015/16 YTD SOUTH Breakdown CHILDRENS Recommend % CHILDRENS 2015/16 YTD CHILDRENS Breakdown Note:- Data is based on responses received at time report generated and therefore results may change to reflect any late returns. Trust summary Name EL L Neither UL EUL DN Month Total Previous Month Resp FFT Resp FFT Trust Localities summary Name EL L Neither UL EUL DN Month Total Previous Month Resp FFT Resp FFT NORTH SOUTH WEST NORWICH SPECIALIST CHILDRENS UNKNOWN CORPORATE Note the UNKNOWN locality relates to uncoded cards received that have been given the -OTHER team code. The CORPORATE locality has been set up to gather feedback from the PALS service.

3 Services summary Name EL L Neither UL EUL DN Month Total Previous Month Resp FFT Resp FFT Rehabilitation & Therapy Services Specialist Services Nursing Services Inpatient Services Healthcare Other Children & Family Services Corporate Services Categories as per National Data Submission Requirements Response Channel Breakdown Phone FreePost Web Other Int Post Trust Comment Analysis Total responses 614, comments left 570 Category of Comment Positives Negatives Care & Treatment Attitude Communication Time Related Policy/Protocol 0 2 Aids & Equipment 7 0 Estates & Facilities 47 8 Appt/Waiting Time 7 4 Survey/Questions 0 9 Staffing/Funding 1 3 Other 0 2 Note: each patient comment may contain information relating to more than one category. Comments Team Locality Date Comment Benjamin Court Cromer (NCBEN) CT Aylsham (CTNN3) CT Aylsham (CTNN3) CT Aylsham (CTNN3) CT Aylsham (CTNN3) CT Fakenham (CTNN1) NORTH 09/02/2016 Friendly staff great care and good meals NORTH 12/02/2016 Quick, efficient, friendly, professional, solved the problems NORTH 15/02/2016 Because they were very efficient NORTH 16/02/2016 They are so very good and come whenever I need them and very quickly NORTH 23/02/2016 Very helpful informative, time taken to explain NORTH 14/02/2016 The physio treatment was thorough and regular. The care was aimed at the specific issues and done in an encouraging, sensitive manner. Reviews/assessment were incorporated my progress was greatly aided by the treatment a very positive experience. * was excellent CT N Walsham NORTH 01/02/2016 Everyone has been helpful and pleasant. Equipment which has been supplied to

4 CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT N Walsham (CTNN2) CT Wroxham &Brundall (CTNN4) CT Wroxham &Brundall (CTNN4) CT Wroxham &Brundall (CTNN4) Services North (CONN) Services North (CONN) Services North (CONN) Services North (CONN) Services North (CONN) Services North (CONN) Cranmer House Fakenham (NCCRA) Cranmer House Fakenham (NCCRA) North (MSKPH02) North (MSKPH02) NORTH 01/02/2016 Everyone has been helpful and pleasant. Equipment which has been supplied to me has made my life much easier NORTH 02/02/2016 Efficient and friendly went through all hospital letter to explain drugs and treatment. Follow up call the same day to confirm all actions had been taken NORTH 02/02/2016 I found your service helpful caring and polite and efficient NORTH 03/02/2016 I have had kind attention and treatment over the period, congratulations to all the staff involved NORTH 09/02/2016 I found the matron visit very understanding and helpful NORTH 11/02/2016 I feel the advice has helped as far as it can Improvements: More carefully elderly who wish to remain in their own home as long as possible NORTH 11/02/2016 Everybody so kind and helpful and will do anything to help you NORTH 12/02/2016 Good advice and help. Took a lot of time with me. Very helpful and very kind Improvements: No NORTH 17/02/2016 Comments withheld at patient's request. NORTH 22/02/2016 Explained why I went into hospital and the treatment I received, so I could understand. Also my medication and why I take it. And if I need a help there's a phone number Improvements: I don't think so, the nurse was very good and I appreciated her visit NORTH 12/02/2016 The physio team is composed of excellent staff who know their subject excellent. After my arthroscopy I complained of pain for six years, made a physiotherapy appointment and was diagnosed as needing a hip replacement in about 10 seconds. Since my recent other hip replacement the physio has visited be regularly, helped with exercises and pelvis. I am nearly ready to start living again. Improvements: I would prefer to be able to access the team myself, without needing referral by GP. This is probably not possible within the system. What ridiculous questions (the last questions) NORTH 15/02/2016 The physio who visited me was extremely helpful a manner without fault. I do hope that the walking stick proves to still be comfortable to me, after several months use NORTH 17/02/2016 Because I had good treatment from beginning to end Improvements: No NORTH 12/02/2016 Just had to say that without the help of the continence nurse at the Norfolk community health centre I was still be a prisoner in my own home. And I've been able to go out because of constantly wanting a toilet for many years, but with this lady's help I am now free to go out all day without worrying. This lady has given me my life back of which I am eternally grateful NORTH 17/02/2016 * was very helpful and answered all my questions NORTH 18/02/2016 Very helpful and informative Improvements: Though NORTH 18/02/2016 Very helpful and sympathetic service NORTH 27/02/2016 Because it was a very good service and * help to find my problem, which the doctors didn't and it helped me regularly with the physio afterwards NORTH 28/02/2016 Put me at ease. Very understanding and patient. I feel I can go forward with confidence now Improvements: Not that I can think of NORTH 19/02/2016 Haven't got anything to grumble about. The food is nice, the nurses and staff are pleasant and helpful NORTH 26/02/2016 Nurses and carers were excellent kind and caring and made me feel welcome. Food was excellent NORTH 01/02/2016 The care I received was excellent at all times. I did not have to travel for which made the process so much easier NORTH 02/02/2016 After falling and breaking my elbow the hospital decided physio was my best option and arrange for me to see * at my own doctors in style and which was a bonus as I don't drive and the bus services are terrible. She was fantastic and after receiving her expertise I will be ready to go back to work faster than anticipated

5 North (MSKPH02) North (MSKPH02) North (MSKPH02) North (MSKPH02) North (MSKPH02) North (MSKPH02) North (MSKPH02) North (MSKPH02) Neuro Nursing North (NNN) Neurological Therapy Team (NTN) Neurological Therapy Team (NTN) Neurological Therapy Team (NTN) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge anticipated NORTH 04/02/2016 Because the physio sorted out the problem. She was very friendly and helpful, she was easy to understand as she is English NORTH 07/02/2016 Very friendly service, not Waiting very helpful NORTH 08/02/2016 Staff were so helpful, took time to listen to what I had to say and then gave me really good advice which helped me NORTH 09/02/2016 Recently had to for hip replacements and found the individual exercise program given very helpful to obtain better mobility and expedite recovery. Excellent physio advice and help very much needed and appreciated NORTH 12/02/2016 I'm experiencing problems with my back, legs and knees and my GP after her series of test referred me to the physio department at the community Hospital. In a period of four months I revisited a physiotherapist, biomechanics specialist and joined the physio back classes. My experience was extremely good, the team helped me in the development of skills (such as exercise, understanding my problems, working with my body) to deal with my problems in the long term. The staff were supportive and friendly without being patronising. This is very important for physio health issues that demand lifestyle changes and cannot be dressed in a one off visit. The NHS should invest in this provision that gives longterm results, thank you NORTH 22/02/2016 I was treated in a professional and friendly way and was pleased with my care, thank you NORTH 23/02/2016 I have received several physio sessions at my local GP surgery in Ludham and Stalham with * who has been most helpful and encouraging following a broken wrist. It was very convenient for me to have physio available at the surgery especially as I was unable to drive when I first came out of hospital. She explained clearly to me how I should do the exercises and at I am very pleased with how much improvement I have seen NORTH 29/02/2016 Staff are caring and helpful and would be a great loss to the error if the service was to stop NORTH 09/02/2016 Very knowledgeable nurse who was able to answer all of our queries and suggest ways forward. NORTH 12/02/2016 Good communication, instructions were clear regarding planned exercise for right knee. Very patient and informative Improvements: No all very good NORTH 23/02/2016 I received a very thorough examination by an extremely efficient and friendly physiotherapist Improvements: None NORTH 23/02/2016 * has been a very kind and helpful health professional during all our visits, monitoring my progress and suggesting ways forward she has encouraged me and informed me if the advances I have made which are not always apparent to oneself. I am very grateful NORTH 03/02/2016 I visit the Priscilla Bacon monthly and the doctors and staff there are so kind and considerate. Sometimes I have to wait a bit over my appointment time but the help I receive is well worth the wait. I sincerely thank everyone at the PSB NORTH 04/02/2016 Because of the reputation of loving care NORTH 05/02/2016 Very friendly extremely helpful and kind. Dr nurses and all volunteers NORTH 05/02/2016 To be treated at PBL is so much nicer than at the main hospital, it is a very relaxed and that atmosphere is lovely. The nurses are extremely caring and vigilant and very friendly too NORTH 07/02/2016 The found Priscilla Bacon Lodge a beautiful place with a peaceful atmosphere. Flowers were abundant in lots of rooms and the few staff we had dealings with were very warm and friendly. This was our first visit and * was very sympathetic with my husband's condition and gave us many useful hints to try and make his life more comfortable. Well done all of you NORTH 12/02/2016 My wife has been inpatient and outpatient full the past four years and the whole period we have received every courtesy and help from everybody whom we have had the privilege to meet. Service, courtesy from all the staff is so very good NORTH 12/02/2016 The kindness, care and professionalism shown by the staff to patient is outstanding

6 Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge Consultant Ops Appts (PBCOA) Priscilla Bacon Lodge inpatient Colman (NCPRI) Rehab North (PRN) Rehab North (PRN) Rehab North (PRN) Rehab North (PRN) Rehab North (PRN) Rehab North (PRN) Rehab North (PRN) Rehab North (PRN) Rowan Day Unit (RDU) Rowan Day Unit (RDU) Specialist Palliative Care Nurses (SPCCN) Specialist Palliative Care Nurses (SPCCN) Specialist Palliative Care Nurses (SPCCN) Adult Epilepsy Specialist Nurse (AESN) Adult Epilepsy Specialist Nurse (AESN) Adult Epilepsy Specialist Nurse (AESN) outstanding NORTH 17/02/2016 I've been attending the day centre once per month. The staff and volunteers are exceptional, nothing is too much trouble, any treatment is administered with kindness and care NORTH 17/02/2016 Comments withheld at patient's request. NORTH 23/02/2016 I was given appointment with a doctor here and it seems that the pain is being relieved NORTH 11/02/2016 Staff were extremely helpful and the care given to our father was really good, would recommend the unit to others NORTH 04/02/2016 It does help not only the exercise but also the company of others who are in the same boat, staff are brilliant caring and friendly. NORTH 04/02/2016 Yes it's been good. NORTH 04/02/2016 I have received excellent help and encouragement and now feel much more confident to cope. Improvements: Longer courses. NORTH 04/02/2016 Because it has helped me getting more information and learning to do the exercises to improve to help me with my COPD. NORTH 04/02/2016 Because it's been a great help. NORTH 04/02/2016 An excellent course. NORTH 04/02/2016 I find it very helpful. NORTH 16/02/2016 Having been recommended by friends who did the course, I was glad to be referred NORTH 11/02/2016 Good standard of care in a very pleasant and relaxed atmosphere NORTH 19/02/2016 From the moment my mother and I came into the unit we were greeted with a smiley, welcoming faces. This is our first visit in which has been a emotional rollercoaster. The welcome was so appreciated. The doctor was calm, professional and offered so much assistance NORTH 11/02/2016 Comments withheld at patient's request. NORTH 14/02/2016 Comments withheld at patient's request. NORTH 29/02/2016 Very friendly, supportive and helpful. Many things were discussed which helped us understand the position we find ourselves in Improvements: No SOUTH 05/02/2016 * specialist epilepsy nurse was very friendly helpful and informative, has helped me understand a lot more than I ever did before SOUTH 10/02/2016 She was really lovely and spoke through all my problems with great advice on how to resolve SOUTH 29/02/2016 It's good to have someone else's input about my daughters treatment and to discuss any issues and worries that we might have

7 Adult Epilepsy Specialist Nurse (AESN) CT (CT08) CT (CT08) CT (CT08) CT (CT08) CT (CT08) CT (CT08) CT (CT08) CT (CT08) CT (CT08) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT South East (CT14) CT Thet& Watn (CT15) CT Thet& Watn (CT15) CT Thet& Watn (CT15) SOUTH 29/02/2016 A chance to talk through seizures and meds, changes to them and new one added Improvements: Can't think of anything SOUTH 01/02/2016 The nurses always very helpful and kind. * was very gentle getting my blood SOUTH 05/02/2016 I've been visited four times the last one today. Both nurses who came helped me a lot advising me and supplying equipment. They were both very kind, listening to my problems, I can't thank them enough SOUTH 05/02/2016 But Foxley Ward I received excellent care and was encouraged by a physiotherapist to carry out exercises to strengthen my injured leg. On return home three weeks later I found that my needs for medication and equipment had been anticipated by Foxley Ward and supplied. I was visited by a physiotherapist who gave me a booklet of exercises and ensured that I was carrying out the exercises correctly. During subsequent visits he checked my progress and encouraged me to work at my exercises. I greatly appreciate the commitment and professionalism of all involved in my rehabilitation SOUTH 07/02/2016 Good service we did not know about it SOUTH 08/02/2016 It's always a pleasure to see such kind and caring nurses SOUTH 09/02/2016 The girls looked after me very well all friendly and helpful and have today discharge me SOUTH 10/02/2016 Firstly the team are always polite, sincere in their job no matter what sort of patient they were dealing with. They work as a team, the room and beds were always clean, I would say a big thank you to the team * SOUTH 10/02/2016 Yes very simply we have no complaints whatsoever. We are more than satisfied with the service that we got from the nurses when they came. Nurse * came today and she is a shining representative as is all the nursing team I have seen over the past three years SOUTH 15/02/2016 Good idea would be patients could have the same nurse each time a visitor is due. I find * very good, ** is not bad SOUTH 01/02/2016 Very helpful in understanding Improvements: No, very understanding my problem SOUTH 01/02/2016 Because nurses who have attended me have all been efficient and professional and caring SOUTH 04/02/2016 * has helped me and my partner by giving me some equipment to make my life easier and by supporting and encouraging us to live life well. Before her visit I was worried but she was so cheerful and positive I felt confidence who is out of her. She continues to support us by phone and has been so reassuring. I hope the NHS appreciate her too SOUTH 04/02/2016 Had to wait quite a time after 8 AM to speak to an agent to report problem SOUTH 05/02/2016 Very good care, service has been brilliant Improvements: Nothing SOUTH 07/02/2016 It makes me move more easily SOUTH 08/02/2016 Since the first visit six days ago I have had different nurses each day, I found each one to be cheerful, pleasant, well turned out, able to answer my queries, give me advice. I cannot fault the service in any way having expected in my thoughts before the visit started that my nurses would have only a narrow time slot to attend to my treatment before they had to move onto the next client, my thoughts were based on personal experience from close family and friends of other care workers and agencies. You can imagine my surprise on discovering this was not the case are given plenty of time to ask and never felt horrid SOUTH 22/02/2016 Balance greatly improved. Confident moving about. Exercise program really has helped my husband and me. * have really helped us both Improvements: Early referral by GP and struggled for long time SOUTH 25/02/2016 I've been having Otago balance exercises with *. I can do things now which I haven't done fit ages. She has done me proud SOUTH 28/02/2016 Care received very welcome and invaluable, caller listens to patients fears and concerns advises and reassures the help is encouraging and helpful SOUTH 01/02/2016 * was very helpful and informative and a very nice person SOUTH 03/02/2016 The sensitivity and caring from the physio * to my situation was very reassuring and gave me confidence in the advice given. Previous discussions by telephone with the receptionist of his shows were similarly professional, patient and caring. Very valuable service as a time when I am struggling with my disability and mobility SOUTH 11/02/2016 I would be extremely likely to recommend you as it has helped me no end, my walking has improved so my confidence has improved also CT Thet& Watn SOUTH 12/02/2016 My legs feel stronger since * instructed me to do their exercises which I shall carry

8 CT Thet& Watn (CT15) CT Wym & Attl (CT17) CT Wym & Attl (CT17) CT Wym & Attl (CT17) CT Wym & Attl (CT17) CT Wym & Attl (CT17) CT Wym & Attl (CT17) CT Wym & Attl (CT17) CT Wym & Attl (CT17) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Cardiac Rehabilitation (CR) Learning Disability Team South (CLDT05) Services South (CONS) Services South (CONS) Services South (CONS) Services South (CONS) Services South (CONS) Services South (CONS) Services South (CONS) SOUTH 12/02/2016 My legs feel stronger since * instructed me to do their exercises which I shall carry on doing. It was a pleasure to have them visit me. Thank them both for their help SOUTH 02/02/2016 All three ladies who attended were extremely efficient and most of all listened to the patient and carer carefully so that the needs of both were dealt with quickly SOUTH 02/02/2016 Very nice lady also very helpful SOUTH 10/02/2016 Very understanding SOUTH 11/02/2016 Very helpful are nice people when they visited me at home SOUTH 15/02/2016 Very pleasant lady, and right on the ball with her assessments of myself and the property SOUTH 15/02/2016 Yes my physio was polite, considerate and very knowledgeable in the task she wanted me to undertake. I have improved a lot while she has been coming to my home, I hope to keep on improving SOUTH 22/02/2016 Very helpful and easy to understand, spent time and left me more information and exercises to do SOUTH 28/02/2016 Very caring and pleasant district nurses and efficient SOUTH 01/02/2016 It helps to remain positive and passing it on helps that SOUTH 05/02/2016 The team always listened and offered guidance and advice with a smile Improvements: I don't think so I have been very happy here SOUTH 08/02/2016 The ladies were very helpful and nice to work with SOUTH 11/02/2016 All very friendly and supportive, top class Improvements: Better music SOUTH 12/02/2016 Thoroughly enjoyed the time at the sessions and the explanation given of my condition also the exercises given SOUTH 18/02/2016 Team very helpful and friendly, very positive experience SOUTH 21/02/2016 I enjoyed it and learnt a lot SOUTH 25/02/2016 Time to focus on my condition and how to improve and avoid re occurrence Improvements: Diet information and education on food labels SOUTH 02/02/2016 Very helpful and happy staff Improvements: Not so far away SOUTH 04/02/2016 I have been looked after very well, appointments not hurried and everything was explained to me SOUTH 16/02/2016 The staff are friendly and professional and had enough time for me. I was not rushed my three visits were very pleasant, made so by caring staff Improvements: No nothing excellent SOUTH 17/02/2016 Very happy, put at ease SOUTH 21/02/2016 My mind was put at rest with worries and I was shown easy ways to resolve the issue I have. Will never go away but I can now manage it SOUTH 22/02/2016 Because the sensitive but straightforward approach to a delicate problem which is my concerns Improvements: Turn down the heat in the outpatient section of the hospital in SOUTH 23/02/2016 Lovely nurse, lots of good advice and help SOUTH 23/02/2016 Huge support from nurse who was very knowledgeable and kind. Excellent service

9 (CONS) Services South (CONS) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Foxley Ward (NCDERE) Heart Failure South (HFS) Attleborough (MSKPH06) Attleborough (MSKPH06) Attleborough (MSKPH06) Attleborough (MSKPH06) Attleborough (MSKPH06) Attleborough (MSKPH06) SOUTH 29/02/2016 Because my treatment was well worth doing and I am feeling myself again Improvements: A cup of tea would be nice SOUTH 03/02/2016 Good food and lovely staff SOUTH 03/02/2016 I enjoyed my stay greatly, the food was very good, very pleasant little hospital. The staff took care of us which was excellent SOUTH 03/02/2016 Everyone was so nice and kind. The food was nice quite good I don't want to go home SOUTH 05/02/2016 Medical and nursing, clinical care OT and physio were excellent. Attention to diet and ward cleanliness were also excellent as were staff who performed these duties. The attitude of some staff showed little appreciation of patients limited mobility and reliance on some assistance from them. My background has been in clinical and administrative duties within the NHS SOUTH 11/02/2016 Everything has been good I've got no grumbles. The food has been good and the staff are nice and friendly SOUTH 11/02/2016 It's comfortable and you are looked after well. I would have liked a bit more physiotherapy SOUTH 16/02/2016 Quite good, but my travel over here from the NNUH was dreadful. I didn't have my coat on I was freezing and I was sat in the back of the ambulance for an hour before we even moved SOUTH 16/02/2016 Very happy here, staff were very nice SOUTH 23/02/2016 The service people have been very good. The food has been nice SOUTH 23/02/2016 And all the staff courteous and helpful nothing was too much trouble and they were supportive in rehabilitation. SOUTH 25/02/2016 All the staff are very helpful, kind and cheerful, but not enough of them. Sometimes having to wait for several minutes for the bell to be answered. Many could be better particularly breakfast. Excellent cleaning of room and toilets SOUTH 26/02/2016 It's been very pleasant. The food is quite acceptable. The staff were very kind to me SOUTH 28/02/2016 The whole team were wonderful, domestic nursing and therapists nothing was too much trouble. They radiated warmth and caring in a truly happy positive environment. When I was transferred there I was unable to stand but they got me mobile again so that was really good that I could go home. Communication was really good, both about my medical condition and in the friendly banter (but always on a professional level). Everyone was approachable and helpful to my partner and there was always someone she could ask regarding my progress. It was nice to have plenty of space around my bed and the ward was spotlessly clean. Good food too SOUTH 03/02/2016 My nurse * was a lovely genuine person. She got back to me very quickly when I called and was easy to talk to. The help was invaluable hopes to Wilby SOUTH 04/02/2016 I found my physio very knowledgeable and the whole experience very helpful SOUTH 09/02/2016 I have met extremely kind, professional people whose help advice and expertise have been most helpful to enable me to continue my daily activities, incorporate what I have learnt to improve my mobility. I am very grateful to all the team SOUTH 10/02/2016 The physiotherapist I saw on four occasions was friendly and very professional, and helped me on the road to recovery SOUTH 16/02/2016 Comments withheld at patient's request. SOUTH 22/02/2016 Very knowledgeable staff, explanations were very clear. They listened and then tested my needs. They acted well upon the effects of the exercises I was given and tried more than one way to help get good results SOUTH 24/02/2016 I have been treated by *, she has been very professional and has helped me a great deal, in fact she's given me back my life again and I am most grateful for all the help she has given me. Many thanks to her SOUTH 25/02/2016 Friendly, on time, listen to problems and treatment top class *

10 Attleborough (MSKPH06) Attleborough (MSKPH06) Attleborough (MSKPH06) SOUTH 25/02/2016 Friendly, on time, listen to problems and treatment top class * SOUTH 25/02/2016 After suffering from chronic back pain for several years I was finally referred to *, physiotherapist at Attleboro. Her expertise, wise advice, caring manner and professionalism are outstanding. The treatment gave me my life back, free of pain. Have already recommended the service and her in particular to several people SOUTH 27/02/2016 Because the physio people are really good SOUTH 01/02/2016 Found it useful to help reduce and improve problem. Good to have someone to explain problems and guide you through. Improvements: More staff and appointments to help more people. SOUTH 01/02/2016 I have had the best care ever. * Reception and appointment staff always there to help me, fit me in or change appointments to work round me. * Has gone out of her way to help to put me comfortable after my accident. And worked with other things like my P.T.S disorder * Listening to me and getting me a buddy. Thank you all. SOUTH 02/02/2016 * has been fantastic, very supportive and helpful. SOUTH 02/02/2016 Physio lady has been very helpful and friendly. Explains everything clearly and puts you at ease. SOUTH 04/02/2016 Comments withheld at patient's request. SOUTH 04/02/2016 Very helpful staff, friendly, nothing is too much trouble. SOUTH 10/02/2016 I feel very welcome and the time is very nice and the physiotherapy did help me a lot. SOUTH 10/02/2016 The staff are very helpful and the atmosphere is relaxed and friendly as well as professional. SOUTH 10/02/2016 Because it helped me understand what was going on in my knees. She was very kind. SOUTH 10/02/2016 The lady was very helpful really nice, good at what she does! Really good advice. SOUTH 10/02/2016 Friendly, informative, information good advice SOUTH 11/02/2016 I was disappointed after my assessment as I was advised to try certain things to help improve my back, which I had already been doing for the previous 2/3 months and had come to the physio as these things had not worked and I needed treating. My next appointment wasn't for 3 weeks and I did not improve within these 3 weeks. However, I have received 3 sessions from * which have been extremely beneficial and have helped me improve. I also think it is very good practice that although I have been discharged if I have a set back over the next month I can still arrange to have another treating session. SOUTH 11/02/2016 Excellent help and information. SOUTH 11/02/2016 Professional friendly SOUTH 12/02/2016 I was happy with my treatment, everyone was helpful and pleasent. SOUTH 12/02/2016 Comments withheld at patient's request. SOUTH 12/02/2016 Treated by *, very helpful and nice. SOUTH 12/02/2016 Brilliant, great service. SOUTH 17/02/2016 Very friendly, listened to my concerns, set up action plan which has resolved my pain issue, very relaxed atmosphere which put myself at ease.

11 SOUTH 17/02/2016 The staff were very helpful. pain issue, very relaxed atmosphere which put myself at ease. SOUTH 17/02/2016 Professional, receptive. Took the time to listen. SOUTH 18/02/2016 Competent, professional, calm confidence giving physiotherapist. It has taken years to get to the bottom of my problem she did it in less than 1 hour. I am confident that the maintenance exercises she has given me will stop further problems. Am looking forward to freedom from pain! Well Done and Thank you. SOUTH 18/02/2016 I came in thinking I could never get better. Thanks to * I have massively improved and have the tools to get fully recovered. SOUTH 18/02/2016 Friendly and relaxed atmosphere. Very supportive and helpful. SOUTH 18/02/2016 Treatment given has helped relieve pain and symptoms very quickly. Excellent manner from * in explaining everything I needed to do. SOUTH 18/02/2016 Work treatment been success. SOUTH 18/02/2016 Really impressed prompt appointment, thorough assessment and excellent treatment. Thanks to * who has really boosted my wellbeing I can now enjoy life and sleep! SOUTH 19/02/2016 Very helpful and kind, thank you. SOUTH 19/02/2016 Physio * has been very helpful and gave lots of good advice to help me get full range of movement back after my broken wrist. Very helpful and her advice was at all times linked to my activities unique to me to help aid recovery. SOUTH 19/02/2016 Very encouraging and supporting, in my road to recovery. SOUTH 19/02/2016 Professional and knowledgeable and nice person. SOUTH 22/02/2016 The level of care I have received could not have been better! The staff are lovely, understanding and caring and this service actually works. SOUTH 22/02/2016 Comments withheld at patient's request. SOUTH 22/02/2016 Because I came here to get some answers to my questions and the information I have received has helped me to realise that I have to help myself as well as take the advice given. It's good to get professional advice and take it all on board. Thanks. SOUTH 23/02/2016 Help to find what is wrong and do what you can to help. Thank you. SOUTH 23/02/2016 The staff are very friendly and helpful, caring and my experience with the staff has helped me get better without their help I don't think my back would have got any better. SOUTH 23/02/2016 I can't fault this physio service. * made a big difference to my neck pain and was very friendly and gave me lots of excellent advice. Keep it up! SOUTH 23/02/2016 Physio's here are very friendly and they listen to what you have to say. SOUTH 23/02/2016 Friendly, efficient, appropriate. Many thanks. Improvements: A cup of tea (without sugar) would be great. SOUTH 23/02/2016 My treatment was excellent, I didn't have to wait and the staff are wonderful. SOUTH 24/02/2016 I have found the physiotherapist extremely helpful with the exercises given. This has aidied mobility. Service has been prompt. SOUTH 24/02/2016 Thank you to Mrs * for her good care.

12 Heathgate (MSKPH09) Heathgate (MSKPH09) Heathgate (MSKPH09) Long Stratton (MSKPH05) Thetford (MSKPH10) Thetford (MSKPH10) Thetford (MSKPH10) Thetford (MSKPH10) Thetford (MSKPH10) Thetford (MSKPH10) (MSKPH07) SOUTH 24/02/2016 Thank you to Mrs * for her good care. SOUTH 24/02/2016 The service and especially the staff were informative and professional in all aspects. Improvements: I don't think so. SOUTH 25/02/2016 * was excellent and was a great listener. She helped to build up a programme which (with acupuncture) has dramatically lessened my pain. SOUTH 25/02/2016 Friendly, helpful, clean environment. SOUTH 25/02/2016 Informative, non judgemental support. Working to strengths of individual and increasing their knowledge. Honest and practical assistance very professional service. Thank you very much. Improvements: Not so far. SOUTH 25/02/2016 Very competent team, always friendly and parking is so close by Improvements: On this occasion we seem to be double booked but no problem in this instance SOUTH 26/02/2016 I found the spinal exercise classes and advice given very useful/ imformative. Also the practical advice how to make adjustments to my work routine to improve my wellbeing. Thank you. SOUTH 26/02/2016 I found my physiotherapist very helpful informative and friendly. SOUTH 26/02/2016 * is a really nice lady, who gets the point over to you in a lighthearted manner. SOUTH 26/02/2016 People were polite, honest, caring and friendly. The help and patience in answering questions was outstanding. Well done. SOUTH 26/02/2016 Friendly and welcome. SOUTH 26/02/2016 The staff at the hospital have been excellent, my physio * has been really supportive in helping/ coaching with my exercises and aiding my rehab, thank you for your help and support. SOUTH 02/02/2016 The lady who helped me with my painful shoulder was very good. Her physiotherapy was excellent and my shoulder would not have got better with out it. Her name is * and I would recommend her to all, many thanks SOUTH 07/02/2016 Excellent communication, helpful and took time to explain things. Very friendly staff and knowledgeable SOUTH 23/02/2016 Was able to attend local surgery for appointment. Only a short wait before seeing physiotherapist who was very friendly but efficient and took time to explain the exercises recommended SOUTH 15/02/2016 I found my physiotherapist excellent and following her instructions have resolved and healed my leg nothing was too much trouble for her excellent work skills and very understanding SOUTH 04/02/2016 The way I was treated was so pleasant and everything was explained what and why it is necessary SOUTH 17/02/2016 Very helpful, friendly and easy to talk to SOUTH 17/02/2016 Very caring and professional staff SOUTH 22/02/2016 The help and guidance I received has helped with my aches and pains. I feel a lot better in myself SOUTH 23/02/2016 Knew exactly what he was doing SOUTH 25/02/2016 The service was excellent. And I benefited immensely from it SOUTH 02/02/2016 My physio was patient, understanding, very helpful and informative towards me and my condition. Ensuring I understood there was no cure but what she gave me was the means to manage my condition safely SOUTH 08/02/2016 I found the service useful and I now have less pain and I am able to manage the

13 (MSKPH07) (MSKPH07) (MSKPH07) (MSKPH07) (MSKPH07) (MSKPH07) (MSKPH07) (MSKPH07) Neuro Nursing South (NNS) Neuro Nursing South (NNS) Neuro Nursing South (NNS) Neuro Nursing South (NNS) Neuro Nursing South (NNS) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court (NCOGD) Ogden Court SOUTH 08/02/2016 I found the service useful and I now have less pain and I am able to manage the amount of pain I am in better SOUTH 09/02/2016 * the physiotherapist was punctual, helpful and most understanding each time I saw him. His advice, comments and general demeanour were realistic sensible and well explained SOUTH 09/02/2016 Very kind and understanding to my disability and in giving the exercises and ideas that help me SOUTH 17/02/2016 * r (physiotherapist) was lovely: very friendly, she listened and took consideration of all my concerns very quickly putting me at ease. Also very honest about the likelihood of ageing and maintaining any long lasting benefit with my particular issues and condition. Gave good ideas/suggestions for self help exercises and mechanisms and strategies in home and work SOUTH 22/02/2016 Physio * listened and advised me how I could help improve my problem with certain exercises. She focused each time on how I was feeling and progressing. She had a lovely manner, and I did not feel as though our time was limited. I appreciate the help she gave me SOUTH 23/02/2016 Very well explained in informative, very friendly, nice atmosphere throughout Improvements: I can't think of any SOUTH 23/02/2016 I had a very positive and caring experience with the physio. She was very professional and listened and tried to help me in any way she could. I feel much better now and it can only fill very thankful SOUTH 29/02/2016 Gave much time in assessing my limited movement and pain. Gave detailed explanation to me of your assessment of a problem and gave me confident in your treatment plan SOUTH 08/02/2016 The me the Parkinson neurology specialist service allows easy access to my specialist Neuro consultant. Very knowledgeable nurses allowing time to discuss all aspects of my ongoing condition with much information to assist me. Can't fault the service given SOUTH 08/02/2016 Extremely helpful, ask anything and nothing is too much trouble SOUTH 15/02/2016 My husband and I just could not cope without the assistance of the MS Department to enable us to manage this horrible dehabilitating disease Improvements: Other the silver bullet for the treatment of MS, no SOUTH 16/02/2016 A calm and and unrushed appointment, not like going to the hospital SOUTH 18/02/2016 Comments withheld at patient's request. SOUTH 18/02/2016 Ogden Court has suited my rehabilitation needs. Although now I have become independent the staff do not make my bed until I draw it to their attention. I find the meals are adequate. I have a lovely room with a lovely view out of the window. The therapy team are wonderful, I like the doctor on site, he's very helpful and caring SOUTH 18/02/2016 Nursing staff are very good, helpful and gave me the information I needed. Sometime it is a long while before the bell is answered, though I know they have other patients to look after. Dining area is very nice SOUTH 18/02/2016 Nursing team a very good, therapy team have been seeing me a lot and helping me on my rehabilitation plan. Nothing to improve on, room and facilities are good SOUTH 18/02/2016 I particularly like the staff, they are very kind. My room is lovely, I couldn't wish the better as I can see people walking past. The meals are very nice, you always get what you want SOUTH 18/02/2016 On the whole, staff are friendly polite and helpful. Happy with my room and ensuite facilities. There is nothing that I am unhappy with SOUTH 18/02/2016 Often called as a very pleasant place although I would like to be able to be at home with my wife! I like the staff and I find them to be helpful, though I don't need as much help as others. Sometimes when I'm in the dining area, other patients can be disruptive. My room is nice SOUTH 18/02/2016 I feel that there are not enough staff and the staff are worked too hard. I don't think that the job can be done properly without the correct staffing. Communication isn't always good between staff. Excellent facilities with ensuite bathroom SOUTH 18/02/2016 Ogden Ct is very nice, the staff and the room. I like the meals I have and find it to be a very organised hospital. Staff are always about to help me SOUTH 18/02/2016 Staff are helpful, room has everything I need but if my legs were better I would want to walk around more. Nothing to improve on SOUTH 18/02/2016 Staff are very helpful, room and facilities are good Improvements: There is a long wait for the bell to be answered sometimes

14 (NCOGD) Rehab South (PRS) Rehab South (PRS) Rehab South (PRS) Rehab South (PRS) Rehab South (PRS) Rehab South (PRS) Rehab South (PRS) Rehab South (PRS) Amberley Hall Kings Lynn (ICBA) Amberley Hall Kings Lynn (ICBA) Amberley Hall Kings Lynn (ICBA) COPD home visit West (COPDW) COPD home visit West (COPDW) COPD home visit West (COPDW) COPD home visit West (COPDW) COPD home visit West (COPDW) CT Coastal (CT06) CT Coastal (CT06) CT Coastal (CT06) CT Coastal (CT06) CT Coastal (CT06) CT Coastal (CT06) CT D/M & Swfm (CT09) SOUTH 16/02/2016 They do a lot of good. Improvements: There is a long wait for the bell to be answered sometimes SOUTH 17/02/2016 Comments withheld at patient's request. SOUTH 17/02/2016 So much interesting and informative information. SOUTH 17/02/2016 Thought course was very helpful has pushed me into doing more exercise. SOUTH 24/02/2016 Although I do not have pulmonary disease, I have found the course extremely helpful. I had two weeks in hospital after pulmonary embolism and found that I had lost a lot of my mobility and stamina. I am disabled and need to keep my fitness levels up and also my mobility. SOUTH 24/02/2016 This course is not only instructive and motivational it is also very enjoyable. SOUTH 24/02/2016 I have learned so much on this course. SOUTH 24/02/2016 Yes because it's helped me understand more about my condition. WEST 02/02/2016 I think the service has been very good and very helpful WEST 15/02/2016 Given me the time to regain my confidence, everyone very helpful WEST 26/02/2016 Comments withheld at patient's request. WEST 02/02/2016 Very kind informative person, lovely lady answered all questions and put my mind at ease WEST 05/02/2016 The whole COPD team is friendly approachable informative and helpful. Very reassuring in times of stress WEST 05/02/2016 Very helpful team of ladies WEST 11/02/2016 You are professional in your approach service and attitude WEST 28/02/2016 We felt that the nurse * gave some excellent advice and was able to make us both at ease during her visit and made sure that all the items were covered. We would recommend your service to all in need. Perhaps the nurse could see if the patient was able to use the medical oxygen on one's own WEST 02/02/2016 I have always found the service highly professional and polite never a reason to complain. Long may it continue WEST 06/02/2016 Visited as promised as to date and time, expeditiously treated and kindly paid attention to WEST 12/02/2016 * was a very friendly and helpful lady who listened and advise me on what could best benefit me, things I had not thought of before. The fitting of the equipment was installed by gentleman not needing my help at all which I greatly appreciated. Thanks to them both WEST 14/02/2016 Always available after 1 phone call WEST 24/02/2016 They are quick and very good WEST 25/02/2016 We have the community matron we are very pleased with thank you WEST 08/02/2016 Have recently moved to Norfolk and appointment was arranged by my new GP for occupational therapists to visit me. I have no hesitation in recommending the service I received from a friendly informative and helpful OPT and would recommend the service to anyone in need of help

15 CT D/M & Swfm (CT09) CT D/M & Swfm (CT09) CT D/M & Swfm (CT09) CT D/M & Swfm (CT09) CT D/M & Swfm (CT09) CT D/M & Swfm (CT09) CT Kings Lynn (CT11) CT Kings Lynn (CT11) CT Kings Lynn (CT11) CT Kings Lynn (CT11) CT Kings Lynn (CT11) CT Kings Lynn (CT11) CT Kings Lynn (CT11) Cardiac Assessment QEH (CAS) Cardiac Assessment QEH (CAS) Dermatology Service Clinic West (CDWCV) Dermatology Service Clinic West (CDWCV) Dermatology Service Clinic West (CDWCV) Learning Disability Team West (CLDT02) Learning Disability Team West (CLDT02) Learning Disability Team West (CLDT02) WEST 19/02/2016 I'm very pleased with all the care I have received. The nurses are very friendly and have always reassured me if I have had any worries WEST 22/02/2016 The team that came out to me were extremely friendly. They explained the reason for the exercises they gave me. Within a couple of weeks I was walking very well and my knee was nearly straight WEST 22/02/2016 Like 99% of NHS nurses kind caring and very professional in one word very impressed thank you for your help WEST 23/02/2016 Very helpful WEST 27/02/2016 It is annoying that they cannot give you an idea on time such as AM or PM WEST 29/02/2016 Very friendly and good at the job of nursing WEST 04/02/2016 Service is brilliant. Our matron is really helpful and kind WEST 08/02/2016 I found the help given valuable. The help was efficient, caring, reliable, obliging, cheerful, practical, a good listener with an ability to act on given information quickly. She also made it easy for my husband and son to feel included WEST 11/02/2016 Morrison forgiving this answer was because the service was very helpful and it was a pleasure to have * helping us WEST 17/02/2016 Since February to 2015 I have needed medical attention from the doctors nurses receptionist pharmacist alike and each time I have been treated with the utmost respect. The environment was perfectly safe and hygienic. I was listened to with care and understanding. My needs were responded to with the right care and treatment at the right time. Not bad for an 85 year old lady WEST 18/02/2016 Always do good job and don't mess you about and friendly WEST 23/02/2016 Thank you for your help and professionalism WEST 29/02/2016 Felt as though the therapist was coming up with some really good solutions to meet my current needs. Very reassuring. The service was provided very quickly, I was expecting to wait at least six weeks and it was only two. Given the pressure of services I felt this was really good. Information provided was clearly written and the therapist made sure I fully understood what she was saying. And excellent service well done WEST 02/02/2016 The treatment and I have received has been very good. Everyone on the team has been really helpful and courteous WEST 10/02/2016 Lots of information was good. Gets panicky but cardiac sister explained and reassured about Papworth Improvements: Upset with treatment in A&E by QEH sister who was short with her WEST 09/02/2016 Professional confident and friendly staff felt totally at ease throughout the consultation WEST 10/02/2016 Put at ease with warm welcome, everything I was told was very positive to me, putting my mind at rest. Everything was explained to me in great detail, if I had any future problems could get in touch by phone Improvements: Do not know what transgender means WEST 15/02/2016 Friendly WEST 12/02/2016 Elaine was very friendly and very helpful Improvements: ** did feel a little uncomfortable at her stranger watching her eat her meal. Maybe would have been better to have invited to join ** for the mills so did not feel like she was being watched by someone she didn't know WEST 22/02/2016 Comments withheld at patient's request. WEST 25/02/2016 Good the faces helped me and the words Improvements: Read a book with pictures that used to help me WEST 26/02/2016 It help me quite a lot. If you have problems you can get it if you check. It is nice

16 Learning Disability Team West (CLDT02) Courtnay House Tittleshall (ICBC) Diabetes Mellitus West (WDMC) Diabetes Mellitus West (WDMC) Downham Grange Downham Market. (ICBD) Downham Grange Downham Market. (ICBD) Heart Failure Nurse Clinic West (HFNCW) Heart Failure Nurse Clinic West (HFNCW) Heart Failure Nurse Home Visits West (HFNHVW) IV Team West (IVTW) IV Team West (IVTW) IV Team West (IVTW) IV Team West (IVTW) Downham Market (MSKPH13) Downham Market (MSKPH13) Swaffham (MSKPH12) Swaffham (MSKPH12) Swaffham (MSKPH12) Swaffham (MSKPH12) Swaffham (MSKPH12) West (MSKPH08) WEST 26/02/2016 It help me quite a lot. If you have problems you can get it if you check. It is nice talking to people. It makes you feel happier when you walk through the doors Improvements: No everything you do is brilliant WEST 10/02/2016 Service provided was a one and invaluable. It achieved its aims and objectives. Previously for respectively 25 and eight years have had ad lib at my discretion for dry eyes and the Evo Haler four instant relief when I needed. This was denied me when I left the respite home no medication was sense with me home WEST 03/02/2016 * was very knowledgeable about my diabetes and helped me considerably WEST 24/02/2016 I find it very helpful to listen to all the information given in shared WEST 24/02/2016 I have been extremely happy here, I have felt wanted. I could not have wished for better carers, all staff have been very kind, helpful, given me encouragement to help get me better. The staff have always shown great respects, preserve my dignity with washing and toilet needs. The occupational therapist has been a great support organising my return home and arranging traditional support for when I return home WEST 29/02/2016 Very helpful WEST 10/02/2016 Impressed with the caring attention we received on every visit WEST 11/02/2016 The team are incredibly supportive and professional Improvements: Ref last questions, What have these questions got to do with having a heart attack? WEST 26/02/2016 I look forward to the visits by my heart nurse and also look upon her as a friend in whom I can confide, and whose optimism I value very much WEST 12/02/2016 Good understanding, friendly treatment from all members of the team WEST 13/02/2016 The IV treatment was much better at home as I was relaxed, as I didn't have to travel to hospital and hang around hours wasting my time in hospitals. Visits to hospital are very tiring when you already are unwell WEST 17/02/2016 Extremely helpful, informative and efficient WEST 20/02/2016 Comments withheld at patient's request. WEST 01/02/2016 On time and excellent treatment Improvements: No WEST 15/02/2016 I gave a score because I think * was most helpful, patient and kind to me during my brief time as his patient Improvements: No WEST 05/02/2016 Positive attitude and treatment explained things clearly, appointments on time Improvements: Will not dignify the last questions with an answer WEST 12/02/2016 Clean, kind, friendly staff and nurses. No long waiting. Excellent medical help WEST 14/02/2016 Is a very good service and it helped me a lot WEST 17/02/2016 The service was friendly and polite and the explanation of the cause of pain was explicit without being too technical and the description of the exercises was easy to follow WEST 17/02/2016 The physio was very sympathetic, explained everything I needed to know WEST 03/02/2016 * was very thorough and has given me some great advice and lifestyle tips. She was fair and didn't push what I should do just good advice that I can use