trust fft report january 2016 -...

Trust FFT Report January 2016Trust Recommend % Trust 2015/16 YTD Trust Breakdown

WEST Recommend % WEST 2015/16 YTD WEST Breakdown

NORTH Recommend % NORTH 2015/16 YTD NORTH Breakdown

NORWICH Recommend % NORWICH 2015/16 YTD NORWICH Breakdown

SOUTH Recommend % SOUTH 2015/16 YTD SOUTH Breakdown

SPECIALIST Recommend % SPECIALIST 2015/16 YTD SPECIALIST 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 latereturns.

Trustsummary

Name EL L Neither UL EUL DN Month Total Previous MonthResp FFT Resp FFT

Trust 477 49 1 2 1 1 531 99 592 98

Localitiessummary


NORTH 59 5 0 0 0 0 64 100 55 100SOUTH 129 14 0 0 0 1 144 99 135 100WEST 80 10 0 0 0 0 90 100 95 100NORWICH 42 6 0 0 0 0 48 100 70 99SPECIALIST 132 10 0 1 0 0 143 99 173 97CHILDRENS 22 2 1 1 0 0 26 92 51 94UNKNOWN 13 2 0 0 1 0 16 94 12 100CORPORATE 0 0 0 0 0 0 0 0 1 100

Note the UNKNOWN locality relates to uncoded cards received that have been given the -OTHER team code. The CORPORATElocality has been set up to gather feedback from the PALS service.

Servicessummary


Rehabilitation & Therapy Services 118 18 0 0 0 0 136 100 131 100Community Inpatient Services 30 5 0 0 0 0 35 100 32 94Specialist Services 167 8 0 1 0 0 176 99 211 98Community Nursing Services 127 14 0 0 0 1 142 99 154 100Community Healthcare Other 13 2 0 0 1 0 16 94 12 100Children & Family Services 22 2 1 1 0 0 26 92 51 94Corporate Services 0 0 0 0 0 0 0 0 1 100

Categories as per National Data Submission Requirements

Response Channel Breakdown

Phone FreePost Web Other Int Post1 416 2 0 112

Trust Comment AnalysisTotal responses 531, comments left 502

Category of Comment Positives NegativesCare & Treatment 421 2

Attitude 214 1

Communication 112 6

Time Related 51 1

Policy/Protocol 0 0

Aids & Equipment 2 0

Estates & Facilities 25 9

Appt/Waiting Time 9 3

Survey/Questions 0 8

Staffing/Funding 11 1

Other 0 1

Note: each patient comment may contain information relating to more than one category.

Comments

Team Locality Date CommentCT Aylsham(CTNN3)

NORTH 07/01/2016 Very friendly, knowledgeable nurse who took the time to go through variousoptions to help with mobility issues

CT Aylsham(CTNN3)

NORTH 10/01/2016 * was very likeable and helpful. The exercises are very doable and we are havinga walk each day, weather permitting. We both felt more positive after seeing her,thank you

CT Aylsham(CTNN3)

NORTH 26/01/2016 I was very pleased with attention and help I received today from * . She cameacross as very friendly but knowledgeable, making me feel safe with hersuggestions. Nothing was pushed on me, what she suggested made full sensewhich helped with my decisions

CT Aylsham(CTNN3)

NORTH 30/01/2016 I'm very grateful to all the service team who have visited us over the last months.Their care, help and advice have been invaluable to us both. I really appreciate allthe ongoing kindness and care from you all

CT Fakenham(CTNN1)

NORTH 06/01/2016 The visit from * was very professional, very informative, and very friendly

CT Fakenham

(CTNN1)

NORTH 22/01/2016 The physiotherapist was very helpful, showed me exercises to do and checked

later for improvements. Will continue to do them and I am improving

(CTNN1) later for improvements. Will continue to do them and I am improving

CT N Walsham(CTNN2)

NORTH 08/01/2016 I like the service and the trolley provided, I think it is useful

CT N Walsham(CTNN2)

NORTH 12/01/2016 From start to finish I find your service so personal and efficient. The receptioniston her phone is my friend and wants to help. The nurse also instantly became myhelper and friend. In a home visit is as thorough and professional it feels like aprivate consultation. All the services I have needed for help with my husband, GP,community nurses, including paramedics to hospital care all there to keep me tokeep him. I'm very grateful

CT N Walsham(CTNN2)

NORTH 12/01/2016 The service was quick and efficient. District nurse * carried out the procedure tohigh professional standard. She informed me what was to be done andforewarned me just before the urinary catheter was removed. She told me herfollowup telephone would happen in the afternoon and it did!Improvements: There is no improvement I could suggest to the postoperativecommunity treatment I have received

CT N Walsham(CTNN2)

NORTH 19/01/2016 The way they approach you your problems makes things a lot easier and give youhope that it is not unsurmountableImprovements: In my opinion no

CT N Walsham(CTNN2)

NORTH 20/01/2016 Thank you Appreciate their kindness over the years in looking after me.

CT N Walsham(CTNN2)

NORTH 25/01/2016 The lady * who came to see me was very pleasant, told me what I needed to knowand true to her word she has been in touch with my local surgery today (she cameyesterday) she passed my requirements onto them, I consider this is a first classservice these days

CT N Walsham(CTNN2)

NORTH 30/01/2016 Superb staff – extremely competent with a lovely nononsense bedside manner

CT Wroxham&Brundall(CTNN4)

NORTH 08/01/2016 Very good and helpful care


NORTH 11/01/2016 Excellent service, very friendly and helpful. I am very appreciative of having beenable to have visits at home


NORTH 12/01/2016 I would have no hesitation in recommending the services because I found them tobe most helpful and informative. The exercises for physios have been extremelygood in strengthening my core and making me feel very much stronger. Everyonehas been so lovely and helpful


NORTH 20/01/2016 The reason for my answer is because the equipment which received was goodand it's helped me very much, also the service was good


NORTH 20/01/2016 Very professional and understanding of our needs

ContinenceServices North(CONN)

NORTH 07/01/2016 Holistic, whole body and mind approaches are so valuable and effective for me.Whether it is necessary to a person suffering from incontinence or any otherongoing persistent issue every individual will be affected mentally. The serviceprovided showed a clear understanding of how a person must heal mentally andphysically and each is connected


NORTH 08/01/2016 They were very helpful and understanding. Since going to the clinic I know I havemy life back as a don't need to plan my day around where there are toilets, whichis fantastic. I even managed to go for a twomile walk without worrying or needingto go to the toilet


NORTH 11/01/2016 Given sound sensible advice things you wouldn't automatically think aboutyourself. Was a great help


NORTH 12/01/2016 * was excellent – informative, patient, excellent interpersonal skills


NORTH 14/01/2016 Very professional with a pleasing manner


NORTH 14/01/2016 * Explain things clearly and gave me helpful advice, and pads.** From OT helpedby showing me a better way of getting out of bed and chair. All are helping bycommunicating with Dr who is excellentImprovements: Someone to answer the phone at the hub when I ring in theafternoon


NORTH 15/01/2016 Made an embarrassing situation into one that could be openly talked about withoutfeeling embarrassedImprovements: No


NORTH 25/01/2016 The information given was so useful and helped by the way. Polite and listened toand he did not feel pressured to leave

ContinenceServices North

NORTH 26/01/2016 So kind, gentle, informative and encouraging

Services North(CONN)


NORTH 26/01/2016 I found the service and team really helpful, as I was not sure how to do pelvic floorexercises. They spent time showing me and were very supportive


NORTH 29/01/2016 Good treatment and advice and friendly staff

Cranmer House Fakenham(NCCRA)

NORTH 11/01/2016 Everyone looks after you so nice and kind and the food is very good

MSK Physio North(MSKPH02)

NORTH 05/01/2016 The past experience of physiotherapy has not always been too cheerful. Howeverthe current treatment for right shoulder and neck has been most successful withthe physiotherapist always willing to go the extra mile. The exercise programshave been well documented and carefully explained, additionally a sympatheticattitude is a great healer. Progress with this ailment made a good impression onmy visit to the West Norwich


NORTH 05/01/2016 Exercises given were very useful


NORTH 08/01/2016 The treatment was good and friendly atmosphere. It was very convenient to beable to have treatment at the Stalham surgery rather than have to travel muchfurther


NORTH 13/01/2016 I recently had to have some physio done on the back and I received very goodtreatment and now I feel like I'm walking on air and buyback is so much betterImprovements: No I think you've got it just right


NORTH 22/01/2016 The physiotherapists that treated me was always very helpful and kind. The gymand did help a little but is a long process doesn't work after 2 to 3 treatments butneeds longterm application. She has a very professional attitude was alwaysbeing friendlyImprovements: Why the last questions?


NORTH 23/01/2016 The care I received from * was brilliant – more so because it was at my surgery inStalham and I didn't have to travel to Norwich. Wide you want to know aboutsexual orientation does it make a difference?


NORTH 30/01/2016 I would recommend you because I'm extremely pleased and grateful for the helpthat I have had after being in pain for so long. The exercises I was given worked atreat, I would definitely recommend the fantastic service and support

Neuro NursingNorth (NNN)

NORTH 20/01/2016 The service and tension are received from the neurology nurse was 100%, couldnow ask for more. She was most helpful. Is nice so someone so caring is in ourcorner, thank you

Neuro NursingNorth (NNN)

NORTH 30/01/2016 My nurse was on time at my house for appointment, she listened and it intently tomy problems. As I have difficulty in walking it is good if I can have a home visit

NeurologicalTherapy Team(NTN)

NORTH 19/01/2016 I found the team very professional and caring and got me confident to walk myownImprovements: No


NORTH 25/01/2016 The neuro physio but I saw over three months was kind, informative and alwayspatient. It felt like we were working together to get the best outcome.Improvements: In such a short survey there is too much focus on my sexualgroup. Surely there are better question to ask about the care given?


NORTH 28/01/2016 I found the information received very helpful and the people I received informationfrom were very friendlyImprovements: No

North Walsham Inpatient(NCNWA)

NORTH 26/01/2016 Nothing was too much trouble whenever I asked or needed anything

Priscilla BaconLodge inpatient Colman(NCPRI)

NORTH 19/01/2016 Caring staff and volunteers. Peaceful environment yet not morbid. More personalthan hospitalImprovements: Car parking for sure, is a nightmare


NORTH 20/01/2016 Excellent care and attentionImprovements: More coffee


NORTH 21/01/2016 My mother in her last times at PBL with some of the most caring genuine peopleon this earth. Each and every one of the staff from reception, volunteers to nursego above and beyond their job role. They help me and my aunts be prepared forthe passing we slept with her for the final days and was able to be with her as shepassed, which we cannot thank enough forImprovements: A mum said the food was always microwaved and this she didn'tlike. PBL go above and beyond and the N and N do not

Priscilla BaconLodge inpatient

Colman

NORTH 24/01/2016 Caring, lovely staff, nothing was too much trouble and everyone had time to listenor advise. The care given to my father at the end of his life was exceptional, he

passed away peacefully and with dignity

Colman(NCPRI)

passed away peacefully and with dignity

PulmonaryRehab North(PRN)

NORTH 04/01/2016 I my self felt I had learned quite a bit.


NORTH 05/01/2016 I feel better now I've been here. It's nice to have the company.


NORTH 05/01/2016 Excellent staff and very good atmosphere.


NORTH 25/01/2016 I have achieved a lot since coming here.


NORTH 26/01/2016 Comments withheld at patient's request.


NORTH 26/01/2016 Very well run and informative.

Rowan DayUnit (RDU)

NORTH 14/01/2016 You cannot fault the kindness of everybody there it is like home from home. Youare treated like a person not like someone on a conveyor belt. I cannot praisethem high enough

Rowan DayUnit (RDU)

NORTH 15/01/2016 Very helpful and kind and caring

SpecialistPalliative CareCommunityNurses(SPCCN)

NORTH 22/01/2016 They are like a best friend so caring, understanding and helpful which is invaluableand appreciatedImprovements: No felt all areas of care and help were covered thoroughly


NORTH 22/01/2016 Because of had lots of help from the palliative care nurses, both visiting and on thetelephone


NORTH 26/01/2016 Had to deal with all aspects of illness nurses, doctors, palliative team all first classno complaintsImprovements: Waiting times for oncology appointments


NORTH 30/01/2016 * is a lovely caring person. Who his here to help, very professional in her work inevery way, explained everything in our homeImprovements: None

Adult EpilepsySpecialistNurse (AESN)

SOUTH 11/01/2016 Listening, understanding and helping with advice

Adult EpilepsySpecialistNurse (AESN)

SOUTH 12/01/2016 The help received was very good

CT Dereham(CT08)

SOUTH 13/01/2016 * was very friendly – helpful is going to contact relevant services to help and informus what they can do for my husband who is not very steady on his feet, fallendownstairs top to bottom twice also minor fallsImprovements: No I think the team is okay

CT Dereham(CT08)

SOUTH 15/01/2016 Very helpful

CT Dereham(CT08)

SOUTH 21/01/2016 All nurses are very kind and caring, very pleased the nurse got my blood todayImprovements: No, nothing

CT Dereham(CT08)

SOUTH 21/01/2016 I was seen at the appointed time and received good advice and treatment

CT Dereham(CT08)

SOUTH 21/01/2016 Because we have an ulcer nurse on home visit twice a week and everyone is sopolite and helpful so they come into the excellent class

CT Dereham(CT08)

SOUTH 21/01/2016 The nurses professional sensitive and helpfulImprovements: What you asked questions about sexual orientation andtransgender, I don't even know what transgender means

CT Dereham(CT08)

SOUTH 26/01/2016 All the people that have come to see me have been very kind and helpful

CT Dereham(CT08)

SOUTH 26/01/2016 Very good advice given. A thorough check made on all aspects aspects of ourdaily living lovely friendly people

CT Dereham SOUTH 28/01/2016 Support was very pleasant and helpful hand had both time to help me, nothing

CT Dereham(CT08)

SOUTH 28/01/2016 Support was very pleasant and helpful hand had both time to help me, nothingwas too much trouble

CT Thet& Watn(CT15)

SOUTH 12/01/2016 I am extremely thankful for all the help I was given to get back my confidence andto be able to walk again, many thanks

CT Thet& Watn(CT15)

SOUTH 18/01/2016 The community nurses who came daily were a real tonic at a very difficult time forme, as well as providing the required injection

CT Thet& Watn(CT15)

SOUTH 18/01/2016 I gave a score because I was looked after so well by * who visited me at homeeach week. She was able to hekp me to get my confidence back when I wasfeeling very weak and vulnerable. Without her I don't think I would have got onnearly so well. The right person talking and helping with exercise each week workswonders thank you

CT Thet& Watn(CT15)

SOUTH 21/01/2016 Because I have an excellent care and attention in the last few weeks

CT Wym & Attl(CT17)

SOUTH 06/01/2016 The staff were kind caring and efficient, the catering was very good

CT Wym & Attl(CT17)

SOUTH 07/01/2016 * was a great help to me during his visits on my long road to recovery. He was kindand patient and acted with total professionalism at all times. I would recommendhim to anyone needing a great service, many thanks

CT Wym & Attl(CT17)

SOUTH 21/01/2016 The physio was extremely helpful and his assessment very thorough

CT Wym & Attl(CT17)

SOUTH 22/01/2016 Professionalism of staff and therapistsImprovements: Not that I am aware of

CT Wym & Attl(CT17)

SOUTH 27/01/2016 The team gave advice about adapting the cottage using equipment to benefit thepatient

CardiacRehabilitation(CR)

SOUTH 07/01/2016 The staff are very caring and helpful and give me more support and the local GPand hospitals


SOUTH 14/01/2016 I found the service to be caring, friendly and very helpful in dealing with postoperation recoveryImprovements: Buy them a new pedal machine


SOUTH 18/01/2016 Very helpful


SOUTH 22/01/2016 All a very helpful and happy, many thanks


SOUTH 22/01/2016 An effective and efficient team provided firstclass service. We are lucky to havesuch dedicated people


SOUTH 26/01/2016 This is an amazing service. It helped me so much after my heart attack. Physicalexercise program help my confidence that I could exercise and nothing bad wasgoing to happen. The whole team are welcoming, kind, professional and approachthe program in a completely person centred way, all great listenersImprovements: Just keep doing what you do so well

CommunityLearningDisability Team South(CLDT05)

SOUTH 11/01/2016 Visit was long enough, input given was very good we didn't feel rushed very helpful


SOUTH 12/01/2016 Friendly and helpful


SOUTH 12/01/2016 Seeing friendsImprovements: Nothing


SOUTH 12/01/2016 Quickly seen and friendly staff


SOUTH 12/01/2016 Very clear and helpful on SALT information

CommunityLearningDisability Team South

SOUTH 15/01/2016 * understood how to communicate with me. She sent me an accessible letter withher photo on it. She helped me at the by a mechanic appointment by distractingme whilst I had painful things done. She gave me some exercises to strengthenmy muscles and she wore plain clothes. I called her lovely and was sad when she

South(CLDT05)

my muscles and she wore plain clothes. I called her lovely and was sad when shefinished with me

ContinenceServices South(CONS)

SOUTH 05/01/2016 Reminders of exercises and practical help. There is enough time in appointmentsto discuss problems fully. Dealing with issues specific to me


SOUTH 06/01/2016 I was treated very well and the information and exercises I was given were veryinformative and useful


SOUTH 07/01/2016 All the staff I have met have been professional in their manner. Kind andunderstanding of my health issue, all prepared to listen and answer my questions.Well informed of the help and solutions to help me solve my issues. Supportivewhen needed


SOUTH 11/01/2016 I was listen to as well as being explained as to what to do to help my situation


SOUTH 11/01/2016 Panel members of the team extremely helpful, reassuring, knowledgeable,understanding and kindImprovements: No


SOUTH 12/01/2016 The lady I saw was very informative and put me at ease. She was very easy to talkto. Her name is *

Foxley Ward Dereham(NCDERE)

SOUTH 12/01/2016 Everyone is so kind, you press a button and they come to straightaway. Food washot


SOUTH 13/01/2016 Well looked after, food was fair a lot better than Norfolk and Norwich UniversityHospitalImprovements: Increasing staff to get a quick response


SOUTH 13/01/2016 I think it was brilliant, food was far betterthanexpected. Quick response when youpress the button to help


SOUTH 14/01/2016 The staff are very nice, the food was very nice


SOUTH 18/01/2016 It is excellent, staff are awesome and the company is great. Food is good


SOUTH 18/01/2016 Pleased with the help and care I received. If I wanted anything they do it, food isgreat too


SOUTH 18/01/2016 Getting everything done for me, care was good, food is very good, pleasantpatients in my bay


SOUTH 18/01/2016 Everything has been good, the staff and the food. Nothing has been too muchtrouble even when I've stayed up till 1 AM they have made me a cup of coffee


SOUTH 18/01/2016 A parcel s went missing from the bedside containing biscuits, food was almost hotenough. Care was great but you need more staff


SOUTH 22/01/2016 I was very well looked after, treated with dignity and care


SOUTH 26/01/2016 Staff have been wonderful, if it wasn't for them I wouldn't be going home.Everything has been lovely


SOUTH 28/01/2016 First class everything has been good – including the food which has beenexcellent. Everybody has been lovely, I couldn't have been looked after better

MSK Physio Attleborough(MSKPH06)

SOUTH 05/01/2016 I have no further pain in my lower back and leg due to having acupuncture for sixsessions. The physio * was superb and gave me some very good advice to keeppainfree


SOUTH 06/01/2016 Excellent care, friendly staff. Health centre in hometown so easy to park. Acomfortable waiting area. Physiotherapy very helpful. Listen to my concerns,understood referral and the exercises were beneficial


SOUTH 07/01/2016 Very good service


SOUTH 09/01/2016 Very friendly staff, understanding on time with appointments, good explanation ofproblemsImprovements: Keep it as it is

MSK Physio Attleborough

SOUTH 13/01/2016 I have been treated extremely efficiently and with great sympathy andunderstanding. So much so I'm now able to walk freely and improving steadily,

Attleborough(MSKPH06)

understanding. So much so I'm now able to walk freely and improving steadily,thank you


SOUTH 16/01/2016 I found the service I received was most satisfactory and would recommend theservice to other people


SOUTH 19/01/2016 I found the service very helpful


SOUTH 26/01/2016 Good treatment, good bedside manner, good feedback, excellent work

MSK Physio Dereham(MSKPH03)

SOUTH 04/01/2016 Helpful advice. Pleasant staff. Convenient location Improvements: No


SOUTH 04/01/2016 Very pleased with the treatment * was understanding and helpful.Improvements: No


SOUTH 04/01/2016 Efficient service delivered with experience and humour. Thank you.Improvements: Maybe photos of all exercisesforgot some?


SOUTH 04/01/2016 Very understanding and gave good advice on what to and not to do for myrecovery.


SOUTH 04/01/2016 Friendly and informative physio * welcoming and helpful but not bossy! she islovely. Improvements: Both my appointments were changed which was ok for me, butmay be inconvenient for others


SOUTH 05/01/2016 I found the staff very friendly, extremely professional and knowledgeable with thevaried approach to the problem of acute pain


SOUTH 05/01/2016 The advice given was clear and helpful causing a reduction in symptoms


SOUTH 06/01/2016 I did not expect to be given exercises to do at home but * was very helpful andvery kind and asked me to come and see her till she was sure I was makingprogress.


SOUTH 06/01/2016 Comments withheld at patient's request.


SOUTH 06/01/2016 Everyone was friendly and helpful. Improvements: No


SOUTH 06/01/2016 Extremely helpful information, very well explained.


SOUTH 07/01/2016 I valued the quick appointment after referral from GP. * fully explained to me whatthe problem was after my assessment. She manipulated my shoulder and when itsuddenly loosened that evening I was delighted. I know resources are very tightbut would have welcomed a fixed third appointment rather than 'phone us if youneed us before end Jan'. Many thanks for your help.


SOUTH 07/01/2016 Very helpful, friendly service, polite.


SOUTH 08/01/2016 Over the period of time I have been seen the service has been effective to my life,each step has been carefully explained. Thank you


SOUTH 08/01/2016 Nice polite staff members, very helpful and understanding.


SOUTH 08/01/2016 I have always been given good advice at the hospital.




SOUTH 11/01/2016 Staff very pleasant and friendly.


SOUTH 11/01/2016 When I came here for treatment I was struggling with pain, I now know how to helpto ease the pain and my core muscles are getting sorted out.


SOUTH 11/01/2016 Excellent service all round. Most helpful with advice I can take away to continue athome.


SOUTH 11/01/2016 I was happy with the advice and treatment


SOUTH 12/01/2016 The exercises and treatment given helped to relieve pain and discomfort and I amno longer in any pain. The physiotherapist was warm and friendly and made mefeel at ease.


SOUTH 12/01/2016 I was given very useful advice and help that in the last few months greatlyimproved my back problems and pain.


SOUTH 12/01/2016 From having extreme pain, to being mostly pain free, and very helpful physio.


SOUTH 13/01/2016 Treatment received helped at the beginning also the advice has improved allactivities using upper arm, shoulder and spine from chest. Made my life a lot betterand improved activities. It means I can use this information again in the future tocontinue to improve my movements


SOUTH 13/01/2016 Advice given works.


SOUTH 14/01/2016 All staff very resourceful, practical and good at explaining things.


SOUTH 15/01/2016 The lady was very helpful, she explained about what I had to do and all what waswrong


SOUTH 15/01/2016 Physio team are great. Give plenty of information and guidance on how toimprove, condition of my ankle with exercises can be done at home. Very friendly,thank you


SOUTH 15/01/2016 We found the treatment good and the staff always helpful


SOUTH 15/01/2016 Very helpful and very knowledgeable. Not only gave advice on current knee injuryand how exercise would help but also on overall healthImprovements: How our the last questions relevant to health?


SOUTH 15/01/2016 You are helping me.


SOUTH 18/01/2016 Supportive and caring.


SOUTH 18/01/2016 So helpful in every way. Pleasant and carrying all the time. I have learnt a lot insuch a short space of time which is so helpful at my time of life


SOUTH 18/01/2016 Treatment adjusted to paticular needs, nice atmosphere, kind and professionalstaff.


SOUTH 18/01/2016 Treatment has eased the pain, hope to continue exercise to help even more.


SOUTH 18/01/2016 I learned how to get back to my former self with the exercises which is still ongoing. The staff were caring and coordinated. I felt that I was respected and I hada personalised care.




SOUTH 19/01/2016 I found the people kind and understanding and explain things well.


SOUTH 19/01/2016 The staff were very friendly and helpful and the exercises which theyrecommended were very successful in resolving the problems causing the pain.They gave you time and were keen to ensure the problems were resolved and youwere aware of the actions you should take if there were any reoccurances.


SOUTH 19/01/2016 Excellent analysis of the problem in the context of my personal life and then veryrealistic targets for exercises and extra treatments to relieve the problem. Briefallocation of treatment time notwithstanding successful outcome given lots ofpersonal dedicationImprovements: What is the relevance of the last questions?

MSK Physio SOUTH 21/01/2016 Comments withheld at patient's request.




SOUTH 21/01/2016 Staff all kind and caring. Felt to be made welcome by my physio.Improvements: Need for a chronic pain long trem clinic. My physio has been andis so vital. To have support of your team is so important.


SOUTH 22/01/2016 The staff are friendlyand helpful and make you feel welcome.


SOUTH 22/01/2016 Because you are friendly bunch and listen to my questions and took time toexplain and help to understand the problem. Improvements: More equipment so you could have longer on a certain machine.


SOUTH 22/01/2016 Because they are very helpful and give good advice, they are all friendly too. Improvements: To have been given an actual treatment, rather than justexercises.



MSK Physio Heathgate(MSKPH09)

SOUTH 15/01/2016 Prompt early referral from GP. Accessible, close to home and other GP services.Good outcome – pain relief has been very effective and quickly return to normal asfull range of movements. One stop shop only one person involved in the carepackage

MSK Physio Long Stratton(MSKPH05)

SOUTH 18/01/2016 I received excellent attention, an examination and oral history than a set ofexercises which improved my strength and gave me confidence. Also suggestionsthat helped a practical way. Every time I turned I felt an improvement

MSK Physio Long Stratton(MSKPH05)

SOUTH 18/01/2016 Good access with easy parking, good service, thank you

MSK Physio Thetford(MSKPH10)

SOUTH 06/01/2016 Explained everything as they went along, were very helpful in every way. Alsoacupuncture was very good. No problems whatsoever


SOUTH 11/01/2016 I have met with two members of the physiotherapy team and found them bothfriendly and highly professional. Their individual approaches made talking aboutmy condition much easier as did asking questions about feeling inhibited. Theywere careful yet positive in carrying out physical manipulations and teachingexercises. The constant encouragement and appreciation of my efforts was veryreassuring and helped to make me want to continue the exercise regime. Theywere insightful and aware of the needs and tenses of everyday living from rising inthe morning to the risks of snoozing in front of the television and how to sleep. Theprocedure of keeping a person on the books before discharge is also reassuring.Thank you so much


SOUTH 15/01/2016 There were very kind and professional when working with me. They taught me thatjust small adjustments in the way I walk makes all the difference and I can feel thebenefits of this already


SOUTH 21/01/2016 I felt very welcome and at ease with everyone concerned – my treatment was veryworthwhile, with progressive improvement each time I attended. Not only that, butthe physiotherapist showed both interest and encouragement to any exercises thatI was trying beyond those advised, thank you


SOUTH 24/01/2016 Professional twoperson team gave me treatment over a sixweek period. This hasgiven me the ability to continue doing the exercises at home on a regular basis

MSK Physio Wymondham(MSKPH07)

SOUTH 06/01/2016 Found the course of treatment very helpful both physically and mentally,appreciating the time and attention given to improving my accident relatedproblems as well as my overall wellbeing


SOUTH 07/01/2016 I've seen two different physiotherapists in Wymondham and both were verydedicated, helpful and supportive of my problems


SOUTH 08/01/2016 Guidance as to correct actions – exercises would be beneficial or harmful to arrestor exacerbate or contact discomfort/pain etc


SOUTH 08/01/2016 I was in a lot of pain in my physio was very helpful and patient exercises sherecommended have relieved the pain considerably


SOUTH 10/01/2016 Your staff were most polite and helpful and respected my age. The medical advicegiven most helpful and professionally given and I was not rushed through mysessions with your therapist


SOUTH 10/01/2016 Helpful and realistic advice given with doable exercises that can be fitted into daytoday life and it worked. Friendly and professional too


SOUTH 16/01/2016 Good service


SOUTH 21/01/2016 Very helpful, very polite and funny


SOUTH 25/01/2016 Excellent diagnosis and treatment, professionally delivered


SOUTH 26/01/2016 Very pleased with the help I received at Wymondham Health Center. Pain inarthritic knees more manageable after physiotherapy and orthotics. Friendly andprofessional staff

PulmonaryRehab South(PRS)

SOUTH 11/01/2016 Because it has worked for me and I have experienced the benefit.


SOUTH 11/01/2016 Sessions were done in a very friendly and professional manner.


SOUTH 11/01/2016 Because of all the help and support given.


SOUTH 11/01/2016 I feel it has been very good, and enjoyed the various talks and found them veryinteresting.


SOUTH 11/01/2016 It helps you know things you can do to keep healthy.


SOUTH 11/01/2016 The information can be very helpful, even if you have a certain amount ofknowledge.


SOUTH 11/01/2016 Very informative.


SOUTH 13/01/2016 The team explain everything very clearly, and are very friendly.


SOUTH 18/01/2016 Because you have helped me a lot and I'm happy with what I achieved.


SOUTH 18/01/2016 Gave me a new sense of purpose stimulated more interest in my body over all.Even purchased some dumbells


SOUTH 18/01/2016 I have already recommended the course to a friend. I feel if more people with lungproblems attended the course, they would benefit, by knowing how to cope withcondition and improve it.


SOUTH 20/01/2016 Learning more about this illness is invaluable.


SOUTH 25/01/2016 If you go to a class, COPD, you make the effort, more than you would at home onyour own.

Amberley HallKings Lynn(ICBA)

WEST 18/01/2016 I like the care and service but I would like to stay longer in a care home, thank you

Amberley HallKings Lynn(ICBA)

WEST 22/01/2016 I got the best service possible. I think these services are needed, brilliant, thankyou

COPD homevisit West(COPDW)

WEST 11/01/2016 The young lady was very helpful. I would recommend your team to friends andfamily

CT Coastal(CT06)

WEST 21/01/2016 A very friendly personal approach was taken

CT Coastal(CT06)

WEST 26/01/2016 I was very impressed with the care of the nurses, they were also friendly andhelpful in answering any question

CT D/M & Swfm(CT09)

WEST 20/01/2016 Because those who called on me were kind, helpful and understanding

CT D/M & Swfm(CT09)

WEST 20/01/2016 * was so kind and helpful. Really helped us and has made life a lot better for myhusband and myself

CardiacAssessmentService @ QEH(CAS)

WEST 19/01/2016 Good to talk with me slowly, kind lady

Community WEST 08/01/2016 Dermatologist * was extremely helpful and informative. Really impressed with the

CommunityDermatologyService ClinicWest (CDWCV)

WEST 08/01/2016 Dermatologist * was extremely helpful and informative. Really impressed with thequality of the service provided. Nothing was too much trouble and I feel totallysupported and relieved that finally my daughter is getting the correct treatment

CommunityNeurologyTeam West(CNTW)

WEST 26/01/2016 * shows you how everything worked properly, not just put you off and leave you toit also explains things good

ContinenceServices West(CONW)

WEST 26/01/2016 * was very clear and helpful with my exercises

CourtnayHouseTittleshall(ICBC)

WEST 19/01/2016 I liked the care I was given

CourtnayHouseTittleshall(ICBC)

WEST 22/01/2016 Everyone was kind and helpful. I think the service is muchneeded

DiabetesMellitusCommunity West (WDMC)

WEST 04/01/2016 Some of the best advice and help I've ever received


WEST 06/01/2016 The care and support was 2nd to none


WEST 06/01/2016 Ever since I have used the service I have found it very friendly and they have beenhelpful


WEST 15/01/2016 Straight talking, tells you how it is, friendly, firm but fair


WEST 18/01/2016 The service I received made me feel but I was being treated by a very caringperson


WEST 18/01/2016 Very helpful but a bit too much to take in at once but some advice did prove useful


WEST 19/01/2016 I have recently been advised that I am free diabetic, a colleague who has diabetesit invited me to the workshop. The information received was very good. Theexercises for chair users was amazing. We all had a good laugh and a goodgroan. Such a caring team. But I was surprised to see cakes and biscuits on offerto be eaten


WEST 19/01/2016 I thought I was pretty well up to speed on my treatment and knowledge of my typeII diabetes. However having attended the half day diabetes afternoon I realisedthere were gaps in my knowledge and in some things I was plain wrong. Thespeakers were good, the presentations excellent and the elastic band exercisessession a hoot. Many thanks for an informative and enjoyable afternoon


WEST 19/01/2016 Very good, explain things in detail, and good feedback. All lecturers wereinteresting


WEST 19/01/2016 It is always helpful to get support when trying to cope with diabetes. Theworkshops bring you together with other sufferers sharing concerns, ideas,experiences. The workshop today was also valuable to look at the wider issuesand caring for wellbeing, fitness and diet as we get older and less active. Havingthis workshop from one until 4:15 PM was a better idea than a whole day and yetwe still were able to speak with the team on a onetoone basis


WEST 19/01/2016 Extremely helpful for healthy eating health training and balance to strengthenmuscles. There are plenty of dieticians but I've never heard of strengtheningtraining which will help no end, many thanks


WEST 19/01/2016 Excellent to share problems and how to counteract


WEST 19/01/2016 Very informative and interesting by friendly staff. Exercises were very relaxed andenjoyable. Also learn the basic control of diabetes type II, thank you


WEST 19/01/2016 Lots of hints to help everyone who is has diabetes


WEST 19/01/2016 Good to find all over cover information gives one chance and awareness toproceed with other options at the surgery. An excellent afternoon. Very informativeand the exercises were excellent. Networking is a good service. Preventativeadvice is so useful, when is the next session?


WEST 19/01/2016 As a diabetic it's good to keep uptodate and meet people who understand yourneeds. There was unable to take parts on all the exercises shown on today'smeeting I shall be doing the arm and shoulders. One thing I was unable to find outwas having aylea injections in both eyes – getting information on this condition isquite difficult


WEST 19/01/2016 The team did very well considering the large number of people attending. It is apity more funding is not available for this sort of event


WEST 19/01/2016 Interesting end of informative day – made more enjoyable by the excellentspeakers. But activity then both enjoyable and challenging. I would normally shyaway from public exercise


WEST 19/01/2016 Very good, would certainly recommend


WEST 20/01/2016 I found the whole afternoon informative and presented with confidence by * andher cospeakers


WEST 27/01/2016 A very informative session, especially the dietician


WEST 27/01/2016 Lectures were very informative and put across very well


WEST 29/01/2016 Knowledge and understanding


WEST 29/01/2016 Very approachable, good opportunity to ask questions

DownhamGrangeDownhamMarket. (ICBD)

WEST 14/01/2016 Helpful and kind


WEST 21/01/2016 Much appreciated help


WEST 21/01/2016 Staff very helpful and the OT knows what she's talking about and was verysupportive

Heart FailureNurse ClinicWest (HFNCW)

WEST 06/01/2016 Lots of friendly advice and very helpfulImprovements: No

IV Team West(IVTW)

WEST 02/01/2016 Thank you very much, very much appreciated, an excellent service

MSK Physio DownhamMarket(MSKPH13)

WEST 13/01/2016 This is a fantastic service that has really helped me. I was treated with care andrespect and felt very comfortable

MSK Physio Swaffham(MSKPH12)

WEST 06/01/2016 Care are received by the physiotherapist was carried out in the competent andprofessional manner to which a patient gets the feeling of satisfaction. Thank youvery much for the time spent dealing with my condition

MSK Physio Swaffham(MSKPH12)

WEST 29/01/2016 The expertise and help which I received from * s is 2nd to none. His advice andexplanations were clear and easily understood. I was able to return home infusedand able to carry on with the exercises suggested which has enabled me to bettercontrol the pain and make progress to strengthen the muscles.

MSK Physio WEST 05/01/2016 I was impressed with the care taken by physio * to me in my treatment shoulder

MSK Physio West(MSKPH08)

WEST 05/01/2016 I was impressed with the care taken by physio * to me in my treatment shoulderand neck pain that I had. She was very informative in her assessment of myselfwhich gave me pain relief


WEST 19/01/2016 I found the visit very helpful


WEST 21/01/2016 Very satisfied with the caring way I was attended. * was very understanding andgave lots of alternatives to how my arthritic problem could be helped

MSK Physio Docking(MSKPH16)

WEST 13/01/2016 Very pleased with the service team experience they were very helpful andpleasant to talk to

MSK Physio GreatMassingham(MSKPH19)

WEST 13/01/2016 Because the physios, exercises and care I received was first class. Care, courtesy,understanding and patience go a long way in recovery. I could not have receivedbetter treatment from surgery or through to the physio

MSK Physio GreatMassingham(MSKPH19)

WEST 20/01/2016 I found the service to be very professional and helpful. The physiotherapistexplained my condition very clearly and tested my joints and showed me how to dothe exercises to help improve my condition and alleviate the pain, thank you

MSK Physio Hunstanton(MSKPH18)

WEST 15/01/2016 I was extremely impressed with the care, advice and professionalism of * Shecertainly changed things for me, and I am eternally grateful to her I have alreadyrecommended her services twice to friends

MSK Physio North Wootton(MSKPH17)

WEST 07/01/2016 The exercises given have improved my quality of life. There was a clearunderstanding of the nature of my injuries and necessary care was taken. A goodprofessional approach


WEST 07/01/2016 I've always been completely satisfied with all my dealings with the Wootonssurgery


WEST 08/01/2016 They took time and trouble to go through a series of exercises in order to find thebest option. The manner was excellent, friendly and listening – good results – verymuch improved

Out of HoursNursing Service– West(OOHNSW)

WEST 11/01/2016 My husband has dementia and Parkinson's disease and stone in bladder alsolongterm catheter which blocks on a regular basis. I would be lost without thenurses in the middle of the night

Out of HoursNursing Service– West(OOHNSW)

WEST 20/01/2016 Both my parents require the services on a regular basis so your team isinvaluable. Always smiling friendly and helpful – nothing seems to be too muchtrouble, we are very grateful

Swaffham Inpatient(NCSWA)

WEST 18/01/2016 I have been treated with the utmost care and consideration, a very goodexperience, thank you

The PaddocksSwaffham(ICBB)

WEST 20/01/2016 I could not have managed without them. They were kind and caring

The PaddocksSwaffham(ICBB)

WEST 22/01/2016 They all treated me wonderfully, the service was needed it is very good. You gethelp from somebody who knows what's needed, many thanks to everyoneinvolved

TherapyService.Voice,Head andNeck,Cancer,QE(ASLTWOP)

WEST 21/01/2016 Because of the help that I have received myselfImprovements: No

VIRTUALWARD TEAM(West) (VWTW)

WEST 04/01/2016 You have been so kind and have done a good job


WEST 05/01/2016 I'm so grateful with the services, staff made me feel safe and they were veryprofessional. Keep up your good work


WEST 05/01/2016 Service was very helpful. Staff were nice and polite and friendly. Service not newto me had it before


WEST 07/01/2016 All nurses were extremely courteous and helpful as well as knowledgeable. I couldfind no fault in the service


WEST 08/01/2016 Thank you for looking after me. Just having someone to come and check on mehelped me feel better and safe. I cannot fault your service


WEST 10/01/2016 Staff were helpful and very polite

(West) (VWTW)


WEST 14/01/2016 Very pleased with all care


WEST 17/01/2016 Everybody has been extremely good when attending to my care. I thoroughlyenjoyed the company and chat


WEST 18/01/2016 Very kind friendly and efficient


WEST 22/01/2016 Very professional team, kind and patient. Attended to needs and requirements.Just a shame they couldn't do peg feeding


WEST 23/01/2016 Everybody has been very pleasant and friendly, very good meals, very satisfiedoverall


WEST 24/01/2016 Most of you have been lovely thank you very much all very kind and helpful nice toknow somebody is coming in each day. Lovely to get to know you and havecompany, thank you


WEST 24/01/2016 Everyone was so kind helpful and cheerfulImprovements: Not really thank you


WEST 26/01/2016 It gives peace of mind to me and my family with having the team in, they are lovely


WEST 26/01/2016 I have been very satisfied with the support, very friendly


WEST 26/01/2016 Lunchtime visits and carers have all been fantastic however I was due to have acarer visit overnight on my first night home. I was fine however nobody called tosay they weren't coming and when I mentioned it to the lunch carer they saidsomeone would phone and they didn't, only at that point was I given a phonenumber for the organisation


WEST 28/01/2016 Been more than satisfied with the care I have been given, could not have hadbeen better thank you so very much


WEST 29/01/2016 Thank you to all staff that have visited, they have all been polite, professional andvery patient with me


WEST 29/01/2016 Doubts when in hospital but all assistance was provided with personal consent.Reassurance also provided

Alder Ward NorwichCommunityHospital(NCALD)

NORWICH 19/01/2016 All the staff are excellent, very good choice of food and always hot

Alder Ward NorwichCommunityHospital(NCALD)

NORWICH 26/01/2016 Really good staff – very polite and helpful. Good food with good choice

CT City 1(CT01)

NORWICH 05/01/2016 Very good service, on time, interacted very well with our patient who has nonverbal skills. Very friendly and approachable, good adviceImprovements: No, excellent service

CT City 1(CT01)

NORWICH 05/01/2016 Very kind and efficient nurse who came as promised almost immediately

CT City 1(CT01)

NORWICH 29/01/2016 Had a problem passing urine due to prostate problem. Phone my doctor on the28th at 9 AM was seen by Dr at 11 and problem sorted by 4 PM, excellent servicefrom Oak Street staff

CT City 2(CT02)

NORWICH 01/01/2016 Always very helpful, nothing was too much troubleImprovements: No

CT City 2(CT02)

NORWICH 04/01/2016 The visiting nurses are unfailingly kind and professional. They are to becongratulated on their dedication and performance

CT City 2(CT02)

NORWICH 04/01/2016 And one initial telephone introduction the morning after my procedure as I wasinformed by the day procedure unit first. Each nurse was pleasant, reassuring andhonest, because it was difficult to know what they were actually checking as it wasnot very clear from the discharge letter which was not their fault. Thank you for theserviceImprovements: Better communication from the referring service, in this case theday procedure unit

CT City 4(CT04)

NORWICH 21/01/2016 I'm very happy with the care and advice I received from my nurse, there wasalways someone on the telephone if needed. Also they were like a friend

Case Managers(CASMN)

NORWICH 03/01/2016 * has been an excellent help to our mother. She always came to help. We shouldhave more people like her, a caring nurse and friend in every way. I really don'tknow what we as a family would have done without here.

Case Managers(CASMN)

NORWICH 09/01/2016 There are very good people, I have a nurse coming every three weeks and itmakes me feel a lot better. I am on my own now and they make me feel wanted

CommunityDermatologyService Norwich(CDNCH)

NORWICH 07/01/2016 The treatment I received today from * was excellent. She was very thorough and Ifeel she has helped me in the management of my conditionImprovements: I cannot think of anything to improve on


NORWICH 07/01/2016 Staff are friendly and extremely helpful. Took the time and did not make you feelrushed. Offered advice but were open to questions and discussion from start ofappointment which was for my daughter they had a great attitude that made herfeel at ease


NORWICH 14/01/2016 The nurse I saw obviously had a vast knowledge of my condition and answered allmy questions with informative answers. She made it clear it was my appointmentand I had all her attention for that time.Improvements: More reading material in perception regarding health matters


NORWICH 19/01/2016 The discussion led to treatment which could not have been bettered

CommunityPhysio & OT Norwich(COMPTOT)

NORWICH 04/01/2016 We have no reason to complain, we were treated with respect


NORWICH 08/01/2016 Physio * gave good exercises and referred me for shoes at orthotics to help mewalkImprovements: No


NORWICH 14/01/2016 What I needed to help me recovered I got very quickly and I was very pleased withmy physio


NORWICH 14/01/2016 I was pleased with the services received, informative, good advice and helpfulfrom *Improvements: Nothing comes to mind


NORWICH 15/01/2016 This is the second time I've needed your service and * who hired both times was agreat help and I'm now on the way to recovery again, thank you


NORWICH 15/01/2016 So many thanks time to listen and explained my condition to me which made iteasier. I proving with all the help given, I would not be doing today which I couldnot do a few weeks ago, without all the help by your


NORWICH 16/01/2016 All services have been excellent and most helpful. Everything was satisfactory


NORWICH 19/01/2016 Comments withheld at patient's request.


NORWICH 19/01/2016 At 96 years old it is important to me that I can remain as mobile as possible – andcarry on enjoying as many of the indoor and outdoor jobs that I still enjoy doing


NORWICH 22/01/2016 Always cheerful and helpful, I've been impressed by the services given. I wouldhesitate to recommend any service as I find it doesn't always workImprovements: When leaving messages it would be helpful if telephone numberscan be given more slowly and possibly repeated, also reference numbers


NORWICH 22/01/2016 Everyone is very pleasant, kind and caring who could ask for more?

CommunityPhysio & OT Norwich

NORWICH 28/01/2016 No complaints whatsoever

Norwich(COMPTOT)

Heart FailureCentral (HFC)

NORWICH 07/01/2016 Extremely good, very polite, very caring always friendly and helpful


NORWICH 15/01/2016 I would recommend your service because as a carer it is such comfort to have thebackup of somebody who specialises in the condition. Otherwise you feel so aloneand do not always know the correct action to take. Plus they are always only aphone call away


NORWICH 25/01/2016 * has been so crucial to building up my confidence during the time she has beenvisiting me

Home Ward IVTeam (HWIV)

NORWICH 06/01/2016 The staff were cheerful, obliging caring and very happy

Leg UlcerClinic, NorwichCommunityHospital(LUCNCH)

NORWICH 27/01/2016 Nurses gave me every attention everywhere was sterile or very clean. There wereconsultations over change of dressings to help healing. The whole atmospherewas very friendlyImprovements: Time having to spend on the computer having all dressings in theroom you are having treatment in

MSK Physio Norwich(MSKPH01)

NORWICH 01/01/2016 * the physio was extremely helpful and positive about my condition


NORWICH 01/01/2016 I didn't have to wait at all. As soon as I got there I was called in


NORWICH 05/01/2016 Very helpful, always running on time. Helped my problem


NORWICH 05/01/2016 My disability has improved with the help and advice, particularly the exercises Ihave been given and will need to continue with


NORWICH 05/01/2016 A lot of people don't know what help is out there or how to find out about yourservices or any changes of places you may have to go for regular treatment


NORWICH 09/01/2016 Just that the physio was very helpful and pleasant


NORWICH 12/01/2016 I found the whole experience very helpful, learning how to exercise the core andhow very important this is to maintain. A very friendly and supportive team


NORWICH 15/01/2016 All the services I have received from the community hospital were of the highestquality. From the physio sessions with * to my gym sessions with ** and her team.Also the mechanics clinic team were very helpful. I'm very satisfied with myexperience and judging from the comments from other patients satisfactionsseems to be high across the board


NORWICH 15/01/2016 Very friendly, helpful member of staff who sorted my painful tennis elbow byshowing me some exercises and how to ease the pain


NORWICH 18/01/2016 * listened and is expert at what he does. I would recommend this physiotherapytreatment without reservation


NORWICH 22/01/2016 The physio team are exceptionally helpful, professional and caring. The weeklysessions are really put me in the road to recovery following an injury that didn'tseem to be improving at all prior to their intervention. The team worked welltogether, * was particularly helpful during the sessions


NORWICH 26/01/2016 It did me good gaining information on how to care for my back and make itstronger. The staff were lovely and very understanding


NORWICH 26/01/2016 I was given an appointment to see a physiotherapist very soon after a referral. Sheenrolled me in exercise classes and gave me the best followup sessions withpersonal exercise plans and advice. Her cheerful manner gave meencouragement to persevere, I feel healthier and equipped to beat the pain frommy condition


NORWICH 27/01/2016 My physiotherapist always had time to listen to my problems with my health andalso gave me advice on how to change the way I could help myself. She gave meleaflets and exercises to help me as well as her understanding of my pain. I had avery good service thank you

PulmonaryRehab Central/Norwich(PRC)

NORWICH 07/01/2016 Learn things beneficial to you.

PulmonaryRehab Central/Norwich(PRC)

NORWICH 07/01/2016 The talks are full of information which is not widely known. The wellbeing and diettalks are very informative.

(PRC)

Adult Speech &LanguageTherapy(SALT)

SPECIALIST 06/01/2016 I thought that referral was only made by a consultant not that people could seekcare for themselves. Certainly it was helpful in * case (even if I don't follow all therecommendations occasionally!)


SPECIALIST 06/01/2016 Our heartfelt thanks to *. It's a difficult, daunting time for mum and myself comingto terms with the unknown road of Parkinsons and facing up to changes and theneed for help like speech therapy was not easy for mum, way out of her comfortzone, but having met lovely * who put her immediatly at ease and giving her toolsto improve matters even after the first visit was a gift. In short the drooling hasstopped, we can hear mum again now and we know what to look out for in thefuture and how to get help when needed. Our understanding has increased tenfold.


SPECIALIST 06/01/2016 Because of the sympathetic and understanding ways exhibited by those who wereinvolved in my assessment.


SPECIALIST 06/01/2016 Comments withheld at patient's request.


SPECIALIST 06/01/2016 The therapist carried out a thorough examination, carefully explained the results,answered questions and very friendly and approachable.


SPECIALIST 06/01/2016 You have been very helpful.

Beech Ward NorwichCommunityHospital(NCBEE)

SPECIALIST 05/01/2016 I have been very happy with all the treatment I have been given here. Specialthanks to all the blue team from giving me my life back to go home to my husbandof 66 yearsImprovements: No


SPECIALIST 07/01/2016 Although my mother was very unsettled I felt that the staff tried. Her deafness wasan issueImprovements: Specific training for working with the profoundly deaf, at timesstaff really didn't understand she could hear them if they were facing her


SPECIALIST 28/01/2016 I was well treated and cared for. It has been a perfect place to recover from astrokeImprovements: No

BiomechanicsPodiatry(BPOD)

SPECIALIST 04/01/2016 Good friendly informative service




SPECIALIST 07/01/2016 Informative, helpful, pleasant, and unrushed


SPECIALIST 07/01/2016 I received excellent thorough treatment from * and in the biomechanics clinictoday, hence the reason for my answerImprovements: No, I am quite satisfied


SPECIALIST 09/01/2016 Yes because it was easy to park. The reception staff were very pleasant and theconsultant I saw was also very kind


SPECIALIST 11/01/2016 Very polite and knowledgeable person dealt with me. No problem recommendingthis gentleman who saw me promptly at 2 PMImprovements: The waiting room at reception biomechanics was cold


SPECIALIST 13/01/2016 Only a five minute wait, attention to detail was very goodImprovements: NO


SPECIALIST 15/01/2016 Appointment on time give or take five minutes. Very thorough examination, cameaway feeling confident in the service given


SPECIALIST 15/01/2016 Even though I've only visited once, I found * to be polite, relaxed and able toexplain to me what has caused by problems with my feet and how to help myself.The explanation was very clear and I look forward to my second appointment inone months time

BiomechanicsPodiatry

SPECIALIST 16/01/2016 Very helpful and friendly, answered all of my questions

Podiatry(BPOD)


SPECIALIST 16/01/2016 The doctor was extremely helpful. He listened patiently to my problems and cameup with a solution immediately and asked me to contact him if I have any issues


SPECIALIST 19/01/2016 Though the waiting time for the appointment was long, the service was brilliant.The doctor was attentive, nice and helpful


SPECIALIST 25/01/2016 Very friendly, informative and answered my questions

Dental StJames Clinic(DENT01)

SPECIALIST 06/01/2016 Understanding to my son's needs


SPECIALIST 06/01/2016 Responding and listening to patients needs


SPECIALIST 28/01/2016 Friendly and welcoming, informative and reassuringImprovements: A few more toys for the kids


SPECIALIST 28/01/2016 Able to obtain appointment quickly. Dentist was very good. Receptionist waspleasant and professional

Dental AccessCentre West(DENT03)

SPECIALIST 09/01/2016 Very friendly staff and professional, thank you


SPECIALIST 09/01/2016 The staff were really lovely to me, the receptionist was really nice and cheerful andthe dentist and nurse made me feel relaxed as I am normally really frightenedImprovements: A card machine please


SPECIALIST 16/01/2016 Dentist was so reassuring with my daughter, excellent serviceImprovements: Nothing


SPECIALIST 16/01/2016 All aspects of the treatment were excellentImprovements: Nothing at all


SPECIALIST 16/01/2016 Appointment on the same day, excellent service


SPECIALIST 16/01/2016 Dentist * was very patient on both my visits as I am a nervous patient


SPECIALIST 19/01/2016 Excellent staff


SPECIALIST 21/01/2016 Very quick to sort out my broken tooth

Dental GeneralAnaesthetics @NNUH(DENT05)

SPECIALIST 04/01/2016 Information for child and adult – kind caring and understanding team. Really took alot of time to get it right and we ensure and assess as she has learning difficultiesand hospital phobia. Lovely team


SPECIALIST 08/01/2016 The dentist was kind and didn't make me feel an idiot for being scared. Theanaesthetist was excellent, I don't remember anythingImprovements: No criticisms except that the referrals take a long time but that'snot the teams fault.


SPECIALIST 17/01/2016 Excellent bed side manner – my son has ASD and the doctors and nurses madehim feel safe – everything was explained in a way he could understand


SPECIALIST 18/01/2016 StaffImprovements: Timings


SPECIALIST 26/01/2016 The nurses were so kind

DentalSheringhamClinic(DENT11)

SPECIALIST 20/01/2016 The staff are very friendly and approachable. Put at at ease and explainedeverything really well

Dental Siskin SPECIALIST 04/01/2016 Everything was good, great staff, great dentist. Very happy

Dental SiskinClinic(DENT06)

SPECIALIST 04/01/2016 Everything was good, great staff, great dentist. Very happyImprovements: Nothing, just keep as you are. (Do not allow for any cuts)


SPECIALIST 04/01/2016 Change nothing. Very good service, from first telephone answer to the finishedproduct


SPECIALIST 04/01/2016 Nothing my visit was ace


SPECIALIST 08/01/2016 Everything, all staff were very friendly and helpful I only wish they were mypermanent dentist. Really caring and gentleImprovements: Nothing, everything was spot on


SPECIALIST 13/01/2016 Outstanding service, I crashed in, no appointment with an infection and had animmediate extraction despite the staff being really busyImprovements: Nothing 10 out of 10


SPECIALIST 27/01/2016 The way my son was looked after as he has mental health problems and theywere so kind and considerate with himImprovements: Nothing really pleased with the way my son was treated


SPECIALIST 28/01/2016 Patient care was good on time and friendly

DentalSwaffham Clinic(DENT02)

SPECIALIST 22/01/2016 I have severe disabilities and no speech. * my dentist is very good, she alwaystalks to me and explained everything about my treatment to me and has alwaystreated me with great respect and kindnessImprovements: I don't know anything at the moment that can be improved upon

DiabetesPodiatry(DPOD)

SPECIALIST 27/01/2016 Foot clinic at QEH is an excellent Department, I like some others. Friendly,professional staff, great care given

DiabetesPodiatry(DPOD)

SPECIALIST 27/01/2016 The care you receive is very good. Your kept informed on all aspects of what isgoing on and what the next step is going to be, you are just not a number in theireyes your person with a name

MSK OT(MSKOT09)

SPECIALIST 04/01/2016 Prompt service after referral. I was treated with respect and given help I needed,was pleased to be treated at a clinic near to my homeImprovements: Maintain clinics in rural areas so patients do not have the longjourney and trouble parking when getting there

MSK OT(MSKOT09)

SPECIALIST 14/01/2016 I was given the time to explain my problem, asked relevant questions by thepractitioner and given positive remedies to use and exercises to complete. I wasgiven a followup appointment to be asked if the remedies and exercises had beenbeneficial. The feedback to my responses was positive and helpful and supportive.I feel I can approach again with a recurring problem, thank you

MSK OT(MSKOT09)

SPECIALIST 14/01/2016 * at Brundle medical Centre has provided excellent service. I was grateful for theprofessional advice about my broken left wrist. She took measurements over timeof the mobility I regained, without her regular encourage and I'm sure I would nothave made such good progress. Many thanks

MSK OT(MSKOT09)

SPECIALIST 18/01/2016 The answer given was because I got help advice and care and felt like a person

MSK OT(MSKOT09)

SPECIALIST 19/01/2016 I have been delighted with my treatment and friendliness of my therapist

MSK OT(MSKOT09)

SPECIALIST 26/01/2016 The physiotherapist was very interested in my problem, I am 85 with arthritis in mywrist I still wanted to play tennis. She did not dismiss this and helped meenormously and support from my thumb and wrist and exercises

NeurologicalRehabilitationOutreachService Jubilee House(SRNROS)

SPECIALIST 11/01/2016 Light, helpful, friendly people. Listened and giving ongoing help


SPECIALIST 11/01/2016 The Drs were very helpful and now have some hope


SPECIALIST 11/01/2016 Friendly, helpful, everyone listens and relaxed and reassuring

NeurologicalRehabilitationOutreachService

Jubilee House

SPECIALIST 14/01/2016 We were almost late because of an accident on the a 47 but our appointment wasnot cancelledImprovements: Improvement on car parking especially disabled

Jubilee House(SRNROS)


SPECIALIST 17/01/2016 Because of the politeness of everyone involved and because of the professionalmanner in which my questions were answered


SPECIALIST 18/01/2016 I found a visit very helpful. I have already recommended a friend contact you viatheir GP as well


SPECIALIST 24/01/2016 Helpful, friendly, useful


SPECIALIST 25/01/2016 I felt that I was listened to and that my problems were listened to


SPECIALIST 28/01/2016 It was a really good experience. Everything was fully explained, we were treatedwith respect. The doctor and staff members were lovely

NorfolkLymphoedemaService (NLS)

SPECIALIST 06/01/2016 Service could not be better


SPECIALIST 07/01/2016 Knowledgeable support and treatment. Empathy and understanding. Mobile phonewas 24 seven contactable which was very reassuring, thank you. Goodtimekeeping. Valuable clinical member of my treatment and management team.Thanks King's Lynn team


SPECIALIST 11/01/2016 Because the hospital don't refer patients who have had lymph nodes removedafter cancer. I wouldn't have known I needed a sleeve if I friend hadn't told me so Itell as many people as I can. This is a valuable service that we need


SPECIALIST 15/01/2016 Made to feel at ease the minute I was called in. The lady was cheerful and treatedme with kindness and consideration. After checking each new measurement fromthe last ones recorded I was assured everything was as it should be, and I wasdoing well. I came away happy, knowing if I do get a problem I can ring up foradvice or an appointment and be helped


SPECIALIST 19/01/2016 I found the nurses at the lymphoedema clinics I have attended very pleasant andalways welcoming and willing to answer questions and explain what they are doingand why. They have been most helpful and patient explaining the exercises andcorrecting any mistakes until I get it right. There are very encouraging when theysee improvement in my condition


SPECIALIST 20/01/2016 Staff always friendly and helpful. Nothing was too much trouble. * who deals withme is wonderful and very thorough


SPECIALIST 25/01/2016 My legs were in a terribly swollen state from oedema. I experienced three weeksof bandaging by such lovely experienced nurses. It was a pleasure to go to seethem and at the end of three weeks I had normal legs again. I born elasticstockings for six months and today visited the clinic again. The nurse said I haddone very well indeed when she measured my legs with new stockings I shall carryon to the next six months. I cannot thank them enough for my new lease of life


SPECIALIST 27/01/2016 Because like me that being in obvious need of caring treatment


SPECIALIST 27/01/2016 * , the lymphoedema nurse is always punctual, and pleasant, ready to advise onproblems and treat each patient as an individual. We cannot do without her

OrthopaedicTriage(ORTHOT)

SPECIALIST 01/01/2016 I felt the physiotherapist was very professional and explained very well thetreatment for my injury


SPECIALIST 04/01/2016 A great service, felt reassured and less worried. Good to talk to a professional withsuch a friendly and helpful mannerImprovements: Not that I can think of


SPECIALIST 06/01/2016 Absolutely brilliant and professional

(ORTHOT)


SPECIALIST 08/01/2016 My therapist listened and was very understanding. Answered all my questionsclearly and explain everything to me


SPECIALIST 11/01/2016 The advice given resolve the immediate problems with my leg and so far hasprevented a reoccurrence. Length of appointment gave time for matter to beproperly discussed and investigatedImprovements: Make your booking in system works properly. I reported intoreception when I arrived but had to wait nearly an hour after my appointment timebefore being seen because booking system


SPECIALIST 11/01/2016 Very professional staff member, very informative, good examination, on time,clean clinical room, practice what she preached discussed posture and hers wasperfect at all times very noticableImprovements: Perhaps send direct referral to occupational health forrecommendations to workplace


SPECIALIST 12/01/2016 The clinical practitioner I saw, Caroline, was very thorough in her examination andher suggested course of treatments for my problems. Far better than waiting formonths to see the consultant. Excellent service


SPECIALIST 12/01/2016 Very clear and informative


SPECIALIST 13/01/2016 Friendly receptionist, bright and cheerful waiting room, on time with appointmentsImprovements: It would be good to have a drinks machine as we had to travel myfriends waited for me as my appointment was long


SPECIALIST 13/01/2016 Because of the explanations I got I understood more what is causing my problems.With the help here to sort them out


SPECIALIST 13/01/2016 Good consultation, examination and sensible recommendations


SPECIALIST 14/01/2016 It was a lovely friendly atmosphere, the doctor who was very kind andunderstanding *Improvements: The waiting area seems like sitting in a corridor


SPECIALIST 15/01/2016 Dr explained my reasons for my discomfort in greater detail without rushing andtreatment he recommended


SPECIALIST 15/01/2016 Very friendly, professional staff maybe feel at ease throughout


SPECIALIST 16/01/2016 Very quick and friendly, lots of information given


SPECIALIST 18/01/2016 Very helpful staff, short waiting time


SPECIALIST 18/01/2016 This is the most hope I have had with my back pain and seating in six years, thankyou


SPECIALIST 19/01/2016 I received outstanding service from the Wymondhamhealth centre. Specialmention for * orthopaedic triage assessor. All the staff are some of the nicestpeople I have dealt with


SPECIALIST 22/01/2016 The young professional was very helpful, patient and accommodatingImprovements: No


SPECIALIST 25/01/2016 Listened to me and was very informative and helpful, explained very clearlyImprovements: Parking

Pine Cottage Colman(NCPINE)

SPECIALIST 11/01/2016 The staff always approachable and had a very pleasant attitude always concernedwith welfare and safety where trying to get us to do as much as possible forourselves. A most pleasant experience and very worthwhile. Meals were nice

Podiatry(CPOD)

SPECIALIST 14/01/2016 Polite, did his job well and answered any questions to the best of his knowledge

Podiatry(CPOD)

SPECIALIST 14/01/2016 Podiatrist * at Diss offers an excellent service, cares for his patients and alwaysmakes you feel at ease

Podiatry(CPOD)

SPECIALIST 14/01/2016 Because of fun and very efficient and extremely helpful, very very good at theirprofession, very friendly and always very polite

Podiatry(CPOD)

SPECIALIST 15/01/2016 Prompt service, friendly and thoughtful

Podiatry(CPOD)

SPECIALIST 18/01/2016 Great service

(CPOD)

Podiatry(CPOD)

SPECIALIST 18/01/2016 I could not ask for better from reception rights to an appointment for podiatry

Podiatry(CPOD)

SPECIALIST 18/01/2016 I've been coming to see * the podiatrist for regular visits I have problem feet. Hisfriendly and always makes my foot pain go away. The main thing is he makes youfeel like you are his only patient, I personally tell everyone about his manner

Podiatry(CPOD)

SPECIALIST 20/01/2016 I'm very satisfied with everything

Podiatry(CPOD)

SPECIALIST 22/01/2016 * looks after my feet very well every three months

Podiatry(CPOD)

SPECIALIST 22/01/2016 Very satisfied with the service I received

Podiatry(CPOD)

SPECIALIST 25/01/2016 I fully appreciate having my feet done as I cannot do them myself now because ofmy arthritis

Podiatry(CPOD)

SPECIALIST 25/01/2016 Always treated with care and respect. Treatment is thorough and any necessaryfollowups always put in place promptly

Podiatry(CPOD)

SPECIALIST 25/01/2016 Very good service no complaints

Podiatry(CPOD)

SPECIALIST 26/01/2016 All the staff are very kind and helpful

Podiatry(CPOD)

SPECIALIST 26/01/2016 Wonderful care over many years in all departments of the NHS due to dedicatedand caring staff

Podiatry(CPOD)

SPECIALIST 27/01/2016 The person I saw didn't seem interested as he asked why I was there.. As I hadbeen referred to by Dr DeSilva I said I wasn't sure. All he did was tell me I had flatfeet which I had already been told. I was expected to have knees and ankles andfeet examined but only had feet looked at and I was given insolesImprovements: Was told to bring shoes I normally wore with me and to wear apair of shorts to help with examination. It would be helpful if examination wascarried out

Podiatry(CPOD)

SPECIALIST 27/01/2016 Caring attentive service

Podiatry(CPOD)

SPECIALIST 27/01/2016 Saved me from pain and discomfort and improved my mobilityImprovements: I object to the last questions

Podiatry(CPOD)

SPECIALIST 27/01/2016 Friendly and efficient

Podiatry(CPOD)

SPECIALIST 28/01/2016 The podiatrist was most pleasant and dealt with my foot problem carefully. I cameaway with a happy footImprovements: The car park that could be close to the building. Having to walkfrom a fair distance with a sore foot and walking stick is difficult

Podiatry(CPOD)

SPECIALIST 29/01/2016 Because the chiropodist is very pleasant and professional in every part of hisduties

Podiatry(CPOD)

SPECIALIST 30/01/2016 Treatment only available by reference from Dr. My podiatrist treatment has beenexcellent over a long period of time and still continues – thank you

WheelchairServices(RSWRS)

SPECIALIST 03/01/2016 Very good service, the man took his time to show us how the chair worked


SPECIALIST 05/01/2016 The gentleman I saw with my 2 year old son was very nice, he spoke to my littleboy nicely, very calmly and was very precise with the wheelchair that we receivedand gave us lots of information to work the wheelchair.


SPECIALIST 05/01/2016 Everyone has been very helpful and polite and our daughters needs were fullyunderstood.


SPECIALIST 07/01/2016 Very good service.


SPECIALIST 08/01/2016 I received excellent advice and support.


SPECIALIST 09/01/2016 Very courteous and pleasant to deal with


SPECIALIST 12/01/2016 Great service and great staff.


SPECIALIST 12/01/2016 I have a son with Diabetes.


SPECIALIST 12/01/2016 Very pleased with the overall service would have liked the whole escapade to havetaken place at home and thanks to * your wheelchair tech who was very expert inher field of work.

(RSWRS) her field of work.


SPECIALIST 12/01/2016 Service very kind and helpful.


SPECIALIST 13/01/2016 He was the most helpful manImprovements: No


SPECIALIST 15/01/2016 Very efficient friendly staff most helpful and thoughtful.


SPECIALIST 15/01/2016 Past experience, good treatment today, impressed today!


SPECIALIST 15/01/2016 I think it's important that people know about this service so that people canmaintain their independence and know what help is out there.


SPECIALIST 15/01/2016 We were greeted at reception and the assessment was carried out in a friendlyinformal manner.


SPECIALIST 15/01/2016 Very friendly and welcoming.


SPECIALIST 15/01/2016 * was very pleasant, knowledgable and friendly. A pleasure to deal with.




SPECIALIST 27/01/2016 * was knowledgeable, explained all the options and was very helpful too.


SPECIALIST 27/01/2016 Very helpful in every aspect. Easy to contact and understanding.


SPECIALIST 31/01/2016 Very good service and the timekeeping was very good. The person was very politeand helpful

Children'sCommunityNursing Team(CCNT)

CHILDRENS 11/01/2016 Without your team we would have had to travel every day to hospital with our 4year old. You have saved us time, money and distress.

KeyworkerServiceMeetings(KWM)

CHILDRENS 30/01/2016 Having everyone in the same room at the same time to discuss issues and jointlyagree plansImprovements: It doesn't help if someone who wasn't at the meeting but wasrepresented emails me after the joint meeting to disagree and refute what wassaid

Looked AfterChildren (LAC)

CHILDRENS 11/01/2016 It was alright.Improvements: Don't know


CHILDRENS 12/01/2016 Comments withheld at patient's request.


CHILDRENS 12/01/2016 They have weighed me and explained to me how to change my eating habbits,they also measured me.


CHILDRENS 13/01/2016 Advice and to talk to someone about health.


CHILDRENS 14/01/2016 That we talked about everything and how I'm feeling. And because I feel muchbetter just letting out everything. Improvements: It was very good but I can't think of anything. You could put a boxof toys.


CHILDRENS 14/01/2016 All was very good. Improvements: Nothing.


CHILDRENS 14/01/2016 It was good. Improvements: Chocolate cake.


CHILDRENS 21/01/2016 I have grown. Improvements: Sweets.


CHILDRENS 21/01/2016 It was a bit of a chat.


CHILDRENS 21/01/2016 Yes. I thought it was helpful.Improvements: Nothing. It was helpful enough.

Looked After CHILDRENS 22/01/2016 Very thorough and helpful thank you.


CHILDRENS 22/01/2016 Very thorough and helpful thank you.


CHILDRENS 22/01/2016 Everything.


CHILDRENS 25/01/2016 It's nice to meet visitors.


CHILDRENS 25/01/2016 Taking measurement down and weighing myself on my own.


CHILDRENS 25/01/2016 I get to know more stuff and know if I'm healthy.


CHILDRENS 25/01/2016 Talk about things. Improvements: I don't know.


CHILDRENS 29/01/2016 She was a happy lady.

Looked AfterChildren Carers (LACC)

CHILDRENS 25/01/2016 Found the service extremely friendly and easy to talk to.


CHILDRENS 25/01/2016 Very friendly, informative and welcoming. Easy to talk to.


CHILDRENS 25/01/2016 All information and advice is helpful.


CHILDRENS 29/01/2016 Because she was very easy to understand and helpful.


CHILDRENS 29/01/2016 Polite and friendly.

Pre ASD ParentGroup(PREASDP)

CHILDRENS 05/01/2016 I felt like the team understood me and what my daughter goes through on a daytoday basis, they also gave some good advice on how to manage and understandmy daughter's behaviour

Unknown orteam not in thelist (OTHER)

UNKNOWN 06/01/2016 Careful consideration of patient and patient input given time, everything explainedclearly, friendly staff.


UNKNOWN 07/01/2016 Easy to understand all that was said


UNKNOWN 09/01/2016 We were contacted within days of returning from hospital and offered all the helpwe needed


UNKNOWN 13/01/2016 Comments withheld at patient's request.


UNKNOWN 15/01/2016 They came when they said, they asked if they could do anything and were veryhelpful


UNKNOWN 18/01/2016 The nurses, staff and cleaners are also kind and helpful, they would do anythingfor you. The food is very good as well with plenty of choiceImprovements: The heating in Bay one is sometimes far too hot


UNKNOWN 19/01/2016 He was very kind and caring


UNKNOWN 19/01/2016 The appointment was kept on time are carried out with courtesy and efficiency


UNKNOWN 20/01/2016 * who I saw at Lund ham surgery was very good and helpful with my recovery myleft shoulder which I had surgery on. I hope to see her when I start physio, rightshoulder. Thank you


UNKNOWN 21/01/2016 Speed of response. Insight of real issue. Both advice and how the advice wasdelivered. Followup and aftercare.Improvements: I cannot fault the service received by * as she was simplyamazing and resolved issues within two visits. Love, love, love her


UNKNOWN 27/01/2016 Found them very helpful in every way, nothing was too much trouble to explainImprovements: I really look forward to seeing the lady I have


UNKNOWN 28/01/2016 My confidence and fitness levels have greatly improved as a result of the teamsefforts

Unknown or UNKNOWN 28/01/2016 All members of the care team did so much to help me. The respect and time given


UNKNOWN 28/01/2016 All members of the care team did so much to help me. The respect and time givenwas a great help to my recovery. Special thank you to * who was full of enthusiasm


UNKNOWN 29/01/2016 Staff are very friendly and welcoming. Exercises kept me fit whilst waiting for anoperation


UNKNOWN 29/01/2016 Very friendly useful and efficient service


UNKNOWN 29/01/2016 The nurses were kind, gentle, helpful and very respectful as I am quite old at 93.I'm also very deaf. They spoke clearly and loud so thank all of you for the way youhelp us all

trust fft report january 2016 -...

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