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Patients & Visitors

Patients & Visitors

Find the information you need to prepare you for your visit.

Why choose the JPUH?

We are a high performing Trust where safe, effective care for our patients is at the heart of everything we do.

We embrace the duty of candour. This means that we are open and honest about the challenges we face and where we could do better, but we also celebrate our successes. 


Our Vision and objectives

Our Vision is to deliver excellence in healthcare, high quality education and research.

The Trust’s overall strategic objective is to work with its local commissioners to establish the highest quality local acute care.

We have a strategic plan to meet the challenges of the next five years, developed with the support of our Governors, and our Clinical Commissioning Group, Health East.

Between 2013 and 2018, the plan includes the following strategic aims:

  • Putting our patients first – providing exceptional high quality care
  • Being the best provider caring for our growing population of older people
  • Developing closer working arrangements with our partners in health, social care and education.


Our Values Our Behaviours Banner Oct 2013Why we are here: our values and behaviours

Our values are the guiding principles of the organisation and provide a set of beliefs for the way we behave.

Staff are the ambassadors for the Trust and the values should underpin the work that all of us do – whatever our role and whoever we come into contact with.

The behaviours are aligned to the Nursing 6Cs – Care, Compassion, Competence, Communication, Courage and Commitment - so that all staff are clear of the standards that are expected.


Investment in our people and services

We continue to invest in our staff and the services we offer to provide a safer and greater consistency of care.

Major building projects have been completed including the £8m investment in a state of the art Day Case Unit and upgrades to our existing operating theatres. Work to refurbish our foyer and A&E department continue to provide modern facilities to our patients and staff.

Our solar farm is up and running and will deliver significant savings on our electricity costs. It is estimated that the panels will generate around 380,000kwh per year of electricity – a saving of £75,000 each year. Carbon use will also be cut by approximately 308 tonnes annually.


Don’t just take our word for it……


Friends and Family test (FFT)

When patients receive care or treatment as an inpatient, in our Accident and Emergency (A&E) department or using Maternity services, they are given the opportunity to state whether or not they would recommend the department to friends or family if they needed similar care or treatment.

We continue to be ranked in the top 50% trusts in England and in addition are well placed above the ‘average’ response rate for England. 

For more information on the Friends and Family test, please click here.


2013 National Staff Survey

The Trust was amongst the top 20 per cent of acute trusts in the country whose staff felt they were:

  • Part of an effective team and receiving relevant training, learning and development
  • Providing a good quality of care to patients
  • Making a difference to patients and service users through their job

We are also rated in the top 20 percent for the number of staff who looked forward to work; and who felt that that they had clear, planned goals and objectives for their jobs, and could make improvements happen.

The survey shows that there were no negative findings where the Trust’s score is in the worst 20% of trusts or where the score is not as good as 2012.

To view the full staff survey, please click here.


The NHS website


NHS Electronic Referral Service

The national Electronic Referral Service (also known as e-Referral Service or e-RS) gives patients a choice of place, date and time for their first outpatient appointment in a hospital or clinic.

Patients can choose their hospital or clinic and then book an appointment to see a specialist. The appointments can be booked with the help of a member of the practice team at the GP surgery, at home by telephone or over the internet at a time that is more convenient.

To view services available at the James Paget University Hospital and for more information about the e-Referral Service please visit the NHS website.

Or visit the NHS e-Referral Service website here .


Your right to choose

If you choose to come to this hospital and use our services but are not satisfied for any reason, we want to deal with any issues you have through our PALS team.

You can request to be transferred to another service and your information will be transferred with you. If there is a very good reason why this cannot be done this would be fully explained to you.

If you feel you would like a second or further opinion on your health condition from a different healthcare professional, please do not hesitate to ask. This may involve speaking to a healthcare professional in hospital or your GP. Information is available from the NHS website on how to go about requesting a second opinion – please click here for details. 

There is some treatment available through the NHS that is not automatically available for all patients. This might be funding for a specific kind of drug or for cosmetic surgery.

If a patient feels they have a need for a certain kind of treatment that is not “routinely funded” through the NHS they will need to talk to their doctor or another clinician about this. If you would further information on this and the treatments, please click here