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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Original Feedback for James Paget Hospital:

1

Not being treated as an individual.

In my opinion as a retired GP and patient, communication at the JPH is poor. I was not treated as an individual and involved in decisions regarding my treatment at the JPH. It has resulted in my care being transferred, some 90 miles away, to Addenbrookes Hospital, where I have been treated with respect, asked about my preferences, and copied into all communications. The General Medical Council states that doctors should: Work in partnership with patients. Listen to, and respond to, their concerns and preferences. Give patients the information they want or need in a way they can understand. Respect patients’ rights to reach decisions with you about their treatment and care. Support patients in caring for themselves to improve and maintain their health. In my opinion I did not receive this at the JPH. I think it is important that patients receive copies of letters sent by health professionals to their GP, and other hospitals. Should the patient travel and require treatment away from their usual GP or hospital, then they can either show the letter to the treating health professional, or be able to more accurately explain their medical condition and treatment. Furthermore, the patient will have the information to complete travel insurance and driving license application forms accurately. The Department of Health and royal colleges of all medical specialties recommend that patients receive copies. In February last year I initially made my complaint directly to the consultant that I did not receive copies of letters, and in particular one sent that almost resulted in cancellation of a procedure at Colchester Hospital. I always requested a copy at the consultations from 2015, but rarely received any. The consultant wrote that it was not routine to copy letters to patients, because they would not understand the medical terminology. This confirmed that I was not treated as an individual. I decided to take my complaint to PALS. I have received two letters from the CEO, neither answered all the points I raised in the complaint. The final letter from the CEO, received in November, stated patients always receive copies of letters and my complaint had been closed. I have been a patient in several departments at the JPH and have rarely received letters, whereas I always received them from the Norfolk and Norwich, Colchester and Addenbrookes Hospitals. I do have concerns about the complaints procedure and enlisting the assistance of PALS (Patient Advice and LIaison Service). PALS is not an independent department and is part of the complaints department. I have spoken to colleagues and friends that have used the service and they are all unsatisfied. The JPH should adopt the system of other hospitals and send patients an email following an outpatient appointment, or treatment, asking if they felt that they had been treated as an individual and involved in decisions regarding their management.