"People (employees) are the..."

About: James Paget University Hospital

I have to report that I have once again just had a really good experience at the JPH today, and this is all because of your people who work and volunteer there !

Thank you !

This forenoon I was in for an abdominal X-Ray.

Main reception desk were nice, smiley and helpful, as also Departmental reception and then the techncian in Radiology itself was most welcoming, professional and responsive to anything I had to say .... and I told them so !

Next to the Broadland Suite where exceptionally I looked for my consultant to show them what I believe is the kidney stone which I recently passed; unfortunately it was not their duty day but reception staff there once again smiley and most helpful connected me with consultant’s secretary by phone.

In-between even the staff pushing baskets and bins in the corridors looked smiley, happy and were so polite!

Thence home for a while before my next same-day appointment; at home I took a follow-up phone call from consultant’s secretary (what brilliant service and response-time !)

I returned mid afternoon where the one sad point of the whole day was the total insufficiency of parking; after slowly circuiting the car park twice, I left the thing parked atop a grass verge (apology if I have churned the wet grass area, but time was moving-on apace and actually I should guess at perhaps some dozen other cars similarly parked higgledy-piggledy and others just pointlessly burning fuel !)

Indeed this is something that probably needs serious addressing; it cannot be beyond present day capabilities to count vehicles in-and-out, display a, “Free Spaces”, number and probably direct visitors and patients to an overflow area !

Anyway, back inside the building again the experience continued in exemplary fashion with happy, interested and most helpful staff quite obviously enjoying their working day and environment.

I was late (parking !), but though ECG had experienced some kind of panic, once things had calmed down, I felt again that I needed to compliment the nurse dealing with me; oh, and ECG reception went out of their way to respond to and research a particular but unusual question from me (about volunteering as guinea-pig for medical students).

Finally to Pre-Operative Assessment Clinic where I ended my day at the JPH with yet further complementing of everyone there; I even discovered that I could request a reduced-rate parking fee for more than one appointment per week .... brilliant !

In the past I have experienced A&E personally, my daughter has as a child been an in-patient twice and generally, whatever the National Media might say about NHS, I can only report a series of hugely positive experiences, again and again ..... Well done !

I want a bit of whatever it is that you’ve got and I shall shortly be ‘volunteering’ to help and work with you !

Best regards,

Ben Falat

Story from NHS Choices

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Response from James Paget University Hospital

Dear Mr Falat

Many thanks for taking the time to provide such detailed feedback on your recent experiences.

I have shared all of your comments and, indeed, your suggestions with the teams involved.

I am sure that all the staff involved in your care will be pleased to hear such positive feedback.

What fantastic news that your experiences have inspired you to explore a 'volunteering' role within the Trust.

I look forward to meeting you in the future.

Kind Regards

Amanda Hood

Head of Patient Experience and Engagement

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