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Improving patient experience



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Improving patient experience

DSCF2406 Smiley Doctor 622 Radiology NB 02 Childrens Ward

We understand that being a patient in hospital can be a very anxious and stressful time. At the James Paget University Hospital we want to ensure you have a positive experience of your care and treatment. We are committed to listening and learning from all patients, families, and carers who use our services, to enable us to improve how we deliver future care for the people of Great Yarmouth and Waveney.

In 2013 the hospital set standards and behaviours they expect all our staff to work towards.

These include;

  • Being Attentively Kind and Helpful
  • Our Values Our Behaviours Banner Oct 2013Being Courteous and Respectful
  • Giving Responsive Communication
  • Being Effective and Professional.

These standards came about from a campaign led to improve patient and staff experience in 2012. It began with a listening exercise which involved over 800 staff and 120 staff, and culminated in 4 standards which all staff work towards on a daily basis.

The hospital’s Board of Directors listens to a Patient Story at every meeting. It enables the Board to provide a focus on patient experience, and to seek assurance that the hospital is learning from individual stores in order to benefit the wider patient experience.

The hospital has a Carer and Patient Experience Committee who meet  monthly to review how the Trust is working towards improving the patient’s experience and engagement in line with the Patient Experience and Engagement Strategy. The committee receives a broad range of feedback and data to analyse and uses these reports to inform improvements to Patient care and treatment pathways.

Giving Feedback

There are a number of ways you can let us know how we are doing, which include speaking to staff directly either on the wards or departments, or by contacting our PALS staff. Further details on how to contact the PALS Team can be found on the PALS and Complaints page.

Another way to give us your valuable feedback is by completing the Friends and Family Test either just before you are discharged home after your stay in hospital, after you have received treatment at the Accident and Emergency Department, or after your outpatient appointment. The Friends and Family Test gives us ‘real time’ comments and enables us to promptly act on any concerns that are arising. Further details of the Friends and Family Test can be found here.

If you don’t wish to give your feedback directly to the hospital you can leave your comments by accessing the NHS website  - you will also have the opportunity to rate the service you have accessed. The hospital retrieves these comments regularly and ensures any concerns raised are fed through to the appropriate ward or department for their consideration and action.

Each year the Trust participates in the National Inpatient Survey, this enables a randomly selected group of patients who have been a patient at the hospital answer questions on their personal experience. The survey makes comparisons with all NHS Trusts and reports where the Trust has made significant improvements and makes comment on areas that require development. Here are the results of the 2015 survey.

The Trust also participates in the annual Maternity Services Survey, which looks at the experiences of women receiving hospital maternity services. The survey rates the performance of each Trust by measuring the experiences women receive from their antenatal care, birthing experience, and postnatal care. The results of the 2015 survey can be found via the following link. The maternity survey 2017 is now underway.



Volunteers at James Paget University Hospitals and Lowestoft Hospital provide an invaluable service. They help us make life easier for both our patients and their families, by supporting our staff in providing a direct service to patients, or by helping out behind the scenes.  If you would like to know more about becoming a volunteer please click here.