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James Paget University Hospitals
NHS Foundation Trust
Making Waves
December 2011
Where Where you you come come first first
www.jpaget.nhs.uk Making Waves Newsletter December 2011 Page 1

Editorial
Welcome to the latest edition of
our staff newsletter. We have all
been going through difficult times
in recent weeks, as we work hard
to ensure that our patient care
is consistent across the hospital
in readiness for the CQC’s next
visit. Everyone is taking this
very seriously as we all want our
patients to receive the best possible
care – see page 7 for the latest
update.
In this issue Peter Franzen,
our Interim Chairman, gives us
his thoughts on what he has to
offer to the role over the next few
months. We were very sad to say
goodbye to John Hemming who
resigned in early November after
10 years. He has written some
reflections on this time here.
What I hope we don’t lose
sight of is all the good work that
is happening here and reflected
in this issue – and the individual
members of staff and their
contribution. As a Communications
Team, we are very aware that we
can’t cover anywhere near as much
as we would like to, but we are
working on it. So if you have some
good news, let us know about it.
We might be able to do something
with the local media. We are
particularly concerned about staff
communication which needs to be
much better so you know what
is happening and you are able to
express your views. See more on
page 5.
I hope you enjoy this issue. Do
keep your articles coming – this
is what makes it such enjoyable
reading.
Have a great Christmas and
New Year.
Ann Filby
Head of Communications,
Engagement and Foundation
Welcome
The last few months have been difficult for everyone involved
in the Trust and I must begin by thanking all our staff for their
commitment over this time.
Being under the spotlight for a prolonged period has been
challenging, especially when the entire organisation is criticised.
Everyone has put tremendous effort into making changes, working
together to make improvements and to meet the measured
standards.
Wendy Slaney
Implementing changes across many wards and departments takes
time but we have the common goal of ensuring we provide a high standard of care, at
all times, to all our patients.
We said farewell to John Hemming in November. John was a fine Chairman and a
great champion for our patients and staff. His commitment and contribution has been
of the highest order and I know he will be greatly missed by staff throughout our
hospitals. We wish him well for the future.
I must also thank the large number of patients and visitors who have contacted me
personally, departments or the local media, to offer their support and thanks to the
staff at this hospital. It has been very much appreciated and further endorsement that
most of the time we get things right.
Congratulations to those staff who received Remarkable People Awards. Their
contribution to patient care fully deserves the recognition they have received.
There have been many positive achievements in 2011 as well as challenges to
be met. We want to ensure that we celebrate the good things and respond to the
needs of staff and patients in a changing NHS. Please share your good news or service
developments with our communications team so they can be published in future
editions of Making Waves.
Thank you all for your hard work and commitment. My best wishes for the festive
season and for the New Year.
Wendy Slaney
Chief Executive
Interim Chairman Peter Franzen
As a resident of Great Yarmouth and Lowestoft, I might ask: “What
does a former newspaper editor know about helping to run my local
hospital?”
It’s a fair point, and one that I hope can be answered positively.
So for a start, let’s get one thing clear, the chairman of the hospital
trust does not have any part in the direct care of patients: that’s
obviously the role of the doctors and nurses. But the chairman and
the board can make their job easier by providing strong leadership
Peter Franzen and helping the hospital to run efficiently, so the medical and nursing
staff can concentrate on the patients.
To successfully deliver high quality patient care in a safe hospital needs good
leadership and teamwork, and these foster high morale and help build a virtuous circle
of success. Of course, all this must be underpinned by a sound financial basis.
Make no mistake; the James Paget is a good hospital with fine, professional staff
who deliver first-rate care. But sometimes things get in the way of doing this all
the time for every patient. And it is this lack of consistency that has caused the Care
Quality Commission (CQC) to raise important concerns regarding nutrition and dignity
in the care of some elderly patients.
Although we took very seriously the points made by the CQC, we must take
responsibility for not getting to grips with the issues as quickly as we should have done
and that some improvements are taking a while to complete.
The Secretary of State for Health, Andrew Lansley, visited the JPUH to see for
himself what is being done. During his visit, Mr Lansley was thorough and probing
with his questioning, but he also spent a great deal of his time listening and absorbing
feedback from staff and patients at this hospital. He said that the James Paget
University Hospitals staff, “have done great work, are doing great work today, and will
do great work in the future”.
We are meeting the challenge with a whole host of changes in the way we look
after our patients, including our matrons regularly auditing the paperwork of every
patient in the hospital to make sure no one slips through the net.
Peter Franzen OBE
Interim Chairman
Page 2 Making Waves Newsletter December 2011
www.jpaget.nhs.uk

News
Family and Diagnostic Services Division
(previously known as Women and Child Health & Core Clinical Services Division)
Two finally became one on 11 November with a well attended launch in the Sandford Suite and celebration of services
provided.
There were around 15 displays provided by staff to demonstrate the work done within the relevant departments
which included very technical information within radiology, to fun and games at the Newberry Clinic display. Three
presentations were given throughout the day about the division itself, maternity services and the transformation work
being carried out currently and planned for the future. The launch was well attended with positive feedback from other
Trust staff as well as amazement at the diversity within the division. Raffle prizes were kindly donated by EBEX and
Halfords of Great Yarmouth with £180 raised for the Palliative Care Appeal.
It truly was a celebration of the diversity and commitment present within the services provided and a welcome
reminder of our successes and innovations.
Many thanks to Barry Pinkney and the teams for putting the day together and to those of you who took time out
during a busy day to support us. It is much appreciated.
Trainee Doctors Tops Survey
A survey of trainee doctors reveals the JPUH is the top hospital in
East Anglia for quality of training in Emergency Medicine and Ear,
Nose and Throat specialties.
The survey was carried out by the General Medical Council (GMC).
The GMC is the independent regulator for doctors in the UK and sets
the standards for medical education and training.
The 2011 trainee survey includes doctors training in their
Foundation years, Core trainees, and Specialty trainees. The report
covers topics such as quality of teaching, quality of supervision,
overall experience, usefulness for career development, and likelihood
to recommend to a friend.
The JPUH came top out of the 17 hospitals in the East of England
for the quality of doctor training in Emergency Medicine and top out
of 11 hospitals in the region for Ear, Nose and Throat (ENT) surgery.
Medical Director Dr Bernard Brett said: “As a teaching hospital
we pride ourselves on providing high quality training for doctors.
I am delighted that doctors in training think highly of their clinical
experiences at the James Paget and this is a real tribute to the
commitment to medical education among my consultant colleagues.”
Clinical lead for A&E, Mr Duncan Peacock, said: “Emergency
medicine is a challenging specialty and the JPUH has a very busy
emergency department. On behalf of my colleagues, I’m very proud
that our trainee doctors have such high satisfaction with the clinical
training we provide.”
Movember at
James Paget
During November each year, Movember
is responsible for the sprouting of
moustaches on thousands of men’s faces
with the aim of raising awareness for
men’s health issues, specifically prostate
cancer and other cancers that affect men.
Gareth Davies said: “This is a really
great cause which supports many men’s
charities and it was an easy choice for the
financial management department to
support. I am pleased that the month has
been well received.
A big thanks to all who have
contributed and those that have voted
for the ‘Man of Movember’, Lee Plane.
Particular thanks to Spencer Brown for
doing a lot of the organisation and for
keeping us growing! To date over £380 has
been raised but we will still accept more
donations.”
Honorary ENT consultant and senior lecturer, Mr Carl Philpott
said: “We are delighted that our trainees have valued their time with
us and hope it reflects their exposure to the range of the specialty
that they now experience here. With the advent of new techniques
such as trans-nasal oesophagoscopy and computer-aided endoscopic
sinus surgery at the James Paget, they are learning skills for the 21st
century. As a former trainee here myself, I can only speak highly of
the commitment my senior colleagues have given to teaching and
training over the years.”
www.jpaget.nhs.uk Making Waves Newsletter December 2011 Page 3

News
Obs and Gynae
The Trust hosted a Royal College of Obstetricians and
Gynaecologists Basic Practical Skills in Obstetrics and
Gynaecology Course in early November.
This was a successful event with very good feedback
from the participating trainees who described the course
as instructive, educational and fun.
The course modules focused on the importance of
sound anatomical knowledge, correct development of
tissue planes, appropriate use of traction and countertraction,
meticulous haemostasis and gentle tissue
handling as well as practice of basic obstetric skills
and gynaecological procedures (hysteroscopy and
laparoscopy) under direct supervision.
It is hoped that the course will be a valuable early
step in building safe surgical and obstetric skills in our
future generation of Obstetricians and Gynaecologists.
The Trust aims to host two such courses per year, placing
us amongst other UK centres of excellence in basic
surgical training.
In October, the JPUH hosted the Autumn meeting of
the East Anglian Obstetrical and Gynaecological Society
(EAOGS) at Zest, Potters Leisure Resort.
All obstetricians and gynaecologists in the East
Anglian region met with trainee doctors and midwives
for a full day event of education. This included
presentations by the Royal College of Obstetricians
& Gynaecologists and eminent speakers from Trusts
around the UK.
This was one of the largest gatherings of EAOGS and
is one of the most important conferences hosted by the
Trust.
Organ Donation
There are currently more than 10,000 patients in need
of organ transplants in the UK and sadly around 1000
die each year before a suitable match can be found.
Step in Samantha Major - specialist nurse in organ
donation, who is based at the JPUH and employed by
NHS Blood and Transplant.
Samantha’s role is to work closely with staff on
Intensive Care and in Accident and Emergency to
support relatives of those patients in whom every
effort has been made to save their lives but there is
absolutely no hope of recovery, and to give them all the
information they need to help them make a decision
about organ donation.
Samantha said: “Obviously it’s an incredibly
harrowing time for patients relatives and the situation
needs to be handled with sensitivity and compassion.
We are not asking staff to approach the families
themselves but to contact a specialist nurse in organ
donation if they think a patient might be a suitable
donor.” There is no age limit to organ donation and the
only absolute medical contra-indication is CJD.
Patients need to be on a ventilator before death for
their organs to be suitable for transplant and the option
of organ donation will not be offered to the family until
it is clear that there is sadly no chance that their relative
will get better.
Samantha added: “When we work with the clinical
staff in these situations we spend time talking to
relatives, explaining what has happened and answering
any questions that they may have. Our job is to give
the relatives all the information they need to make a
decision that is right for them, whatever that may be.”
“We explain that one donor could change the lives
of several people since the kidneys, heart, liver, pancreas
and lungs could all potentially be used, as well as their
corneas, skin, heart valves and bone.”
“We never use persuasion or rush families into a
decision. If they agreed to donation we do all we can
to help them say goodbye to their loved ones, including
making hand prints, taking locks of hair and making
sure the patient is treated with dignity and respect at all
times.”
We do not carry out transplants here at the James
Paget so my role includes co-ordinating specialist
surgical teams from Addenbrooke’s and Papworth who
come and retrieve the organs, often at very short notice
and at all hours of the day and night. “It can be very
exhausting but it is also a great privilege, especially
when you read the thank-you letters from the recipients
and you realise that the organs that have been so
generously donated have either saved lives or changed
them beyond recognition. The gift’s that these patients
and their families give at the end of their lives will never
be forgotten and I am incredibly honoured to be a part
of the process”.
Samantha can be contacted at the
Eastern Organ Donation Services
Team office in Cambridge on
0300 123 23 1106.
To sign up to the NHS Organ
Donor Register, call free 0300
123 23 23 (24 hours), Text
SAVE to 84118 or visit www.
organdonation.nhs.uk
Page 4 Making Waves Newsletter December 2011 www.jpaget.nhs.uk

News
Staff Flu Campaign 2011
JPUH staff have been offered the seasonal flu vaccine. It has been made widely available and is effective against the
latest flu virus strains.
Staff are encouraged to have the vaccine for two reasons; Firstly to protect the patients in our care and secondly to
protect yourself and your families from exposure to the virus from the general public.
Regular clinics have been held in Occupational Health in recent weeks and this year the vaccine has been offered to
pregnant women beyond 12 weeks. If you are pregnant or breastfeeding and have any problems, then you may wish to
discuss having the vaccination with your midwife or GP. Contact Occupational Health on ext:2616 for an appointment.
Pictured are members of the Board
of Directors supporting the campaign.
Switchboard
The staff of the JPUH switchboard are the voices of the
Trust, always there at the end of the telephone to help
patients, visitors and staff. Their contribution to the
effective running of the hospital often goes unnoticed,
but not for one former consultant, who put pen to
paper in praise of the heard but not seen staff.
Dear Ladies of the switchboard,
Now that I have been retired a few months, I wish
to pay tribute to the contribution you make to the daily
and nightly running of JPUH. You are the primary point
of contact for so many distressed patients and their
relatives, as well as various agencies such as ambulance,
police, emergency and tricky situations of all kinds.
If you deal with them in as courteous, patient and
efficient way as has been my experience, then I think
you project a very good image of JPUH.
You occupy an interesting and unusual position in a
highly visible age, where you are better recognised by
voice than in person. Indeed it reminds me of my early
years when radio was our only contact with the world
outside. I never knew what they looked like, but I felt I
knew the presenters ever so well.
In former years there was just a bleep or the phone
on the ward. Nowadays there are so many more options
for contacting doctors, including mobile phones which
may be switched on or off. It must test the patience
and I am sorry for the times I made your life difficult
and thank you for your good grace on every occasion.
Long may you continue with the good work. I have little
doubt that whatever news the doctor or nurse in A&E
may subsequently have to give to an anxious, enquiring
relative, it is somehow made more manageable by that
calm, efficient voice of first contact – YOU.
Kindest regards,
M A Hegarty
Former Consultant Microbiologist
Staff Feedback
For the past few months, a Patient Experience Tool
(PET) has been available in Aubergine, giving staff the
opportunity to feed back their views on a variety of
issues including communications.
Thanks to all the staff that have taken the time to
complete the questions. The tool remains in Aubergine
for those who have not yet done so and the results have
been discussed at the Experience Committee.
The feedback highlights that Making Waves is very
popular with staff and the content of the displays in the
Staff Information Zone is useful. The notice boards are
updated weekly and we aim to reflect the latest news
and developments from across the Trust.
We know that most of our internal communications
are sent via email and that not everyone has access to a
computer. Hard copies of newsletters and documents are
available on request and staff should also ensure they
receive regular updates from their line managers on the
latest news.
Over the coming weeks, the Communications team
will be looking at a more effective system for cascading
information to staff through a formal briefing process.
This will be a robust system with clear responsibilities for
managers to ensure all staff are aware of the key issues,
and allow staff to feed back their comments. Members
of the Board will also make regular visits to wards.
If you have any comments or suggestions for
communications, please
continue to use the
PET in Aubergine or
contact Ann Filby, Head
of Communications,
Engagement and Foundation
on ext. 2162 or Jon Dack,
Communications and Media
Officer on ext. 2269
Ann Filby Jon Dack
www.jpaget.nhs.uk
Making Waves Newsletter December 2011 Page 5

James Paget University Hospitals
NHS Foundation Trust
Transformation Update
Text QIPP here Plan
QIPP and theatre project
Published
There are lots of changes
happening in all our public services,
including the NHS. These changes
aim to improve healthcare services
for patients.
The Great Yarmouth and
Waveney System QIPP and Reform
Plan 2011/12 to 2014/15 has now
been published.
The bodies responsible for
organising and delivering care
for people in Great Yarmouth
and Waveney have made a joint
commitment to improving the
quality of care, to helping people
stay as healthy as possible and to
reducing health inequalities.
There are many plans in place
to make sure changes to the system
are invisible to patients, who will
continue to go to their GP, dentist,
pharmacist, optician, hospital,
mental health or community service
just as before. For Great Yarmouth
and Waveney, the overarching plan
that brings everything together
is called ‘QIPP’, which stands for
Quality, Innovation, Productivity
and Prevention.
The QIPP plan has been signed
off by everyone involved in health
and social care in Great Yarmouth
and Waveney, including the James
Paget University Hospital. It states
how the best quality services will
be delivered at the best value, and
how some things will be done
differently.
The QIPP plan outlines how
money can be invested to deliver
the best value and best quality
services for the 230,000 patients
covered. The plan sets out the
challenges we will all face over the
coming years.
A summary version and the full
System QIPP and Reform Plan is
available to read at www.gywpct.
nhs.uk
Theatre Project
The Trust is embarking on a major £9
million investment that will see its main
operating theatre complex upgraded.
The hospital is currently out to
tender for the operating theatres project
that will cost between £8m and £9m.
Construction is due to start in Spring 2012
and finish 18 months later.
The new main theatre complex will
see six existing main operating theatres
expanded, the construction of a new
plant room, and a new service corridor.
The major construction project will
be carried out in two phases to enable
neighouring operating theatres to
continue running. The first phase will see
construction of a new structural frame to
support the new plant room and the new
service corridor. The second phase will
see the operating theatres expanded and
completely refitted.
All six of the operating theatres will
get ultraclean laminar airflow. Laminar
flow involves ultraclean ventilation to
reduce the number of organisms present
in the air. A continuous flow of highly
filtered air is recirculated under positive
pressure into the operating theatre
and air contaminants generated during
surgery are removed.
Chief executive Wendy Slaney said:
“We are delighted to be making this very
substantial investment in our surgical
services. The six new main operating
theatres will offer our patients and our
theatre teams the very latest clinical
facilities“.
Page 6 Making Waves Newsletter December 2011 www.jpaget.nhs.uk

CQC
CQC Inspections and Moving Forward
It has already been reported that the Trust has been issued with a further Warning Notice which relates to documentation in
care records and making sure the systems in place to monitor care are effective.
The Care Quality Commission (CQC) has lifted a warning
notice regarding nutritional standards at the James
Paget University Hospital and recognised that significant
improvements have been made.
We would like to apologise to the people of Great
Yarmouth and Waveney that the assessments have caused
concern and doubt about the quality of care. For the
majority of patients the care at the James Paget is excellent,
but it is totally unacceptable if even one patient does
not receive the very best care. We are only human and
sometimes we struggle to meet this, even though the nurses,
doctors and all staff are doing their utmost.
Context
Should we have improved more quickly? The answer in
retrospect is yes. It is however worth reflecting on the
difficult position acute trusts find themselves in. A rise in
demand, an increasing acuity of illness amongst our patients
and significant reductions in real terms funding are key
issues.
In respect of nutrition, to feed a single patient who
requires assisted feeding is relatively straightforward with
the correct training, assessment and staff numbers. It is not
such a simple task when we find ourselves routinely having
over 150 patients who require either assisted or observed
feeding. Some of these patients may require assistance for
over an hour.
Our staff
The most important element of any hospital is its workforce.
We have dedicated, hard-working staff that routinely go
the extra mile for their patients. When we find ourselves in
difficult times they respond, often in a remarkable way.
In late November we found ourselves in a dire situation in
terms of emergency pressures. We had no beds, with patients
on trolleys in the corridor and ambulances queuing outside
the hospital. Many staff put in additional hours, left their
current tasks and went to help out. With a huge additional
effort the situation was turned around sufficiently to ensure
patients were safe. No one who had first hand experience of
their response to this very difficult situation would doubt the
dedication and patient centred approach of our staff.
The Future
We are undertaking a great deal of work to ensure that very
significant progress is being made. We need the support of
our local healthcare system to help deliver the improvements
our patients deserve. We will not put everything right
overnight but we will continuously improve. We are working
on all CQC outcome areas, not just those already inspected,
and clearly this is a substantial commitment for everyone in
the Trust.
Thank you for your efforts to date and for your continued
support going forward.
www.jpaget.nhs.uk
Making Waves Newsletter December 2011 Page 7

CQC
Reflections by John Hemming
I became Chairman of the Trust in November 2003, succeeding the much respected John Wells, who had been Chairman for
ten years.
For the previous two years I had been a Non Executive
Director on the Board. One of the things that struck me
about the local NHS was that its planning was very short
term and reactive and I felt that we should plan over a
wider time horizon, so we could plan investments and
developments to improve patient experiences and maximise
the benefits from those investments.
I did not realise then quite how frequently the NHS was
reorganised. I have since found out that the NHS has had
three ‘once in a lifetime’ reorganisations in the last fifteen
years.
The Trust decided to produce a Ten Year Plan in 2003/04,
based on the NHS Ten Year Plan of 2001, with the objective
of ‘Delivering the NHS Plan vision of a high quality, effective
and responsive service to its local population.’ We repeated
this exercise the following year, but have now integrated
it into our Strategic Plan (updated annually) and the Three
Year Business Plan, which is produced every May.
Headlines from the 2003 version included:
• Waiting times would halve between 2004 and 2010
• Staff levels would increase
Of the Trust’s estate, 30% required refurbishment within
5 years, 30% in the next 5 years and 40% was fit for the next
10 years.
Investment in training would be essential to helping the
Trust meet patient, public and staff expectations in quality of
care, working lives and patient and public involvement.
Capital funding was difficult in the existing regime, FT
status would improve our ability to obtain and use capital.
Some of the proposals included:
• New Education and Training Centre
• New ICU and later extensions to ICU/HDU
• Pain Clinic Palliative Care Orthopaedics, Opthalmology,
Pre-Operative assessment area, Dental and Audiology
required urgent provision/improvement
• Extended Renal unit (consumed Board Room, Swords into
ploughshares event)
• 9 inpatient wards were in need of major upgrades
• IT would double in five years using the mandated
national programmes
Looking back we have achieved virtually all of these.
The national IT programme did not materialise in the
expected manner and we have developed our own
systems.
We have continued our programme of Ward
improvements. One of the main drivers has been the
desire to improve patient privacy and dignity, by moving
wherever possible to replace six bedded bays with four
bedded bays. Such areas also help improve the reduction of
Health Care Acquired Infection (HCAIs) with greater space
between beds and easier cleaning.
Some of my personal highlights are:
ICU opening with the Princess Royal just before I became
Chair, Education and Training Centre, Pain Clinic, EADU,
Breast unit, extended Renal unit in old Boardroom, award
of Cleanest Hospital in England, revised Children’s ward,
(where seven children all individually cut the ribbon) new
Radiology waiting area improving patient privacy and
dignity, Ward 16, our latest state of the art ward, and
the new Stroke Ward, which moves our stroke care forward
significantly.
University Hospital Status
The Trust was a founder member of the Board of the UEA
School of Medicine and as such played a major part in
establishing the school. There were originally 120 students
per year, now 170, to be trained.It was initially planned that
10% of the teaching should be done at the JPUH. Such was
the enthusiasm and commitment of the Consultant body
here and the quality of training, reflected in the student
feedback, that the Trust now provides about 30% of the UEA
training. A benefit of this is funding for 12 extra Consultants,
effectively back filling the teaching time, a great addition
to our core competencies. It makes us more attractive to
staff as a place to work, keeps us at the forefront of clinical
knowledge and thereby helps us provide better patient care.
The building of the Education and Training Centre, opened
2005, supports the activity.
Foundation Trust Status
The Trust, together with all its stakeholders, decided
that it wished to become a Foundation Trust (FT) in 2003,
and set about the process. As an FT we would have new
accountabilities – operate to national healthcare standards
and targets, and not be performance managed by the
SHA. The Board of Directors would take responsibility for
governance of the Trust and we would be regulated by
Monitor who would initially ensure that we were legally
constituted, financially viable and sustainable and well
managed.
It took us three years to achieve FT status after consulting
widely with stakeholders and the general public, presenting
how we would organise ourselves and how local people
could have more influence on what we do. We recruited
members from the local population (9,500), established
the Governors Council, with elections for the majority of
Governors (Public now 20 and Staff 7) and eight appointed
Governors from some of our key Stakeholders, (Norfolk
and Suffolk County Councils, Great Yarmouth Borough
Council and Waveney District Council, UEA and PCT and
Volunteers) which started to meet in Shadow form
in April 2006. We developed our Governance
structures and the Board undertook an in
depth assessment of our finances and our
strengths and weaknesses.
We were delighted to gain FT
status on 1 August 2006, the first
Trust in Norfolk and Suffolk to do
so. Some of the benefits are that we
have closer involvement with our local
community, which is critical for the
future given increasing demands
and reducing resources for the
acute sector. We retain our
surpluses (c.£12m
since 2006) and
can use them
to reinvest
in facilities
and services
to improve
patient
care.
Page 8 Making Waves Newsletter December 2011 www.jpaget.nhs.uk

CQC
My departure
No recollections would be complete without a note about
my departure. I resigned from the Trust at the beginning of
November because I was seen by politicians as a hindrance to
improving patient care for the elderly and vulnerable. The Trust
was criticised by the Care Quality Commission in June for issues
about Dignity and Nutrition. The three MPs who represent
GY+Waveney wrote to us expressing their concerns and we met
with two of them. I spoke with the third one on my mobile one
evening when I was at a social event. We have received further
CQC criticism since then and in one week we were on the front
page of the EDP almost every day. Dr Coffey MP, who had never
met me, or visited the hospital in an official capacity at that
time, called for my resignation in the House of Commons during
a debate on Care of the Elderly in the NHS. She based her case
on an anonymous letter purporting to come from some local
GPs (denied by HealthEast) who likened us to Mid Staffs, where
around 1,000 patients died due to poor standards of care. On
the same day, the Secretary of State issued a new national
indicator, the SHMI that showed that JPUH was in the top 14
Trusts in the country for low morbidity.
In the interests of trying to get the Trust out of the limelight,
which was causing unnecessary anxiety and concerns to
patients, relatives and the local population and staff, I decided
to resign. I should point out that I did and still do consider the
CQC issues important and it is essential that we correct them.
I do not think that they should be used as the only indicator
of our hospital’s performance. This is a great hospital; most
people receive excellent care here, all deserve to do so. As for
my attitude to improving patient care, I am consoled by the
hundreds of letters, emails and cards I have received, both
locally and nationally confirming peoples views of my approach
and attitudes over eight years.
It has been an honour and a privilege to be the Chair.
Best wishes to you all.
John Hemming
Images reproduced
by kind permission of
Archant.
www.jpaget.nhs.uk Making Waves Newsletter December 2011 Page 9

Patient Feedback
I was very disappointed to see
and hear the press and anonymous GP comments
about the hospital. I am one of your regular customers
and have more user experience of several of your treatment
areas than most. Unlike the reports, I have found that your
consultants and staff have been most helpful and caring and while
I could make some very small complaints about very minor issues, my
overriding impressions are of a thoughtful, considerate and helpful
body of people. I believe you do a very good job in difficult
circumstances with clients who are often frightened and
demoralised. I do not believe the criticism is right, nor
do I believe it to be helpful and you
have my support.
This dedicated team of
very hard working people set a very
high example of commitment that should
never be questioned. Many thanks for
all you have done.
I feel that I would like
to offer my support to you as a hospital.
I have had several visits on the last few years
both as an inpatient and outpatient, the most
serious being for partial knee replacement. My
son was rushed to A&E and my elderly mother
in law was rushed in. The treatment we received
at all times was superb and I feel that
the bad press you have had
is unjust.
My Mother recently broke
her wrist on Sunday 20th November, I
would just like to say that she was dealt with
very promptly and to the highest standard of care
in all departments. I have both read and seen in
the media the criticism of the James Paget Hospital,
however, I am proud to live near a Hospital that
delivers great service to the surrounding
area and would like to give my
praise to your staff.
In response to the recent
publicity concerning JPUH. I have received
nothing but excellent care from all staff whatever
their disciplines. I would like to express my
support for the hospital staff and
thank them for all the care I
have received.
I attended an appointment
in Endoscopy. The staff were all supportive,
helpful, talkative, happy and smiling and in
particular very caring. It was like having first
class treatment in a hotel.
Thank you.
Just a brief note to say what
a wonderful job you do. To those in the
High Dependency Unit and the doctors, a big
thank you. Everything was to a very high
standard and they looked after me and
my family as well. Everyone was
so very friendly.
Having been in the JPUH
several times during the past two years,
I have received good nursing care and help from
all the staff who worked to run the wards day
and night. I was sorry to hear
the bad reports.
Your staff are marvellous…
please don’t be downhearted because
of the adverse comments we hear, which I am
sure are in the minority. Keep
up the good work.
I am aware that the
Trust has not had good press recently
however this does not appear to be the
perception of many local people. It is a credit
to your leadership and that of your
Directors those patients and their
families feel safe.
Page 10 Making Waves Newsletter December 2011 www.jpaget.nhs.uk

News
Infection Prevention and Control
Infection Prevention & Control remains a top priority for the JPUH and a core part of the patient safety agenda.
The Team currently comprises of Carole Crocker, Director of Nursing and Director
of Infection Prevention and Control, Linda Hawtin, Head of Infection Prevention and
Control, Mandy Hoadley Infection Prevention Nurse Specialist, and Pat Lear, Infection
Prevention Nurse Specialist. There are two Locum Consultant Microbiologists.
The difficult targets for MRSA bacteraemia and Clostridium difficile this year
are online to be achieved with one bMRSA to date and 17 hospital C.diff cases. The
consistent dedication, hard work, and adherence to Infection Prevention and Control
Policies and Procedures by all staff is the major driving force in achieving year on year
reductions in both these targets.
There have been challenges this year, which have been dealt with by the
staff involved in a very professional and proactive manner. Infection Control is
ever changing and new challenges will come along. However, all staff must be
congratulated in achieving and maintaining high standards of Infection Prevention
and Control throughout the Trust.
Linda Hawtin
Head of Infection Prevention & Control
Mandy Hoadley
Infection Prevention Nurse Specialist
Congratulations Ron
A member of the hospital’s security team has been
thanked for his assistance to police following an
incident in February.
Ron Lovick assisted officers by leading a suspect away
from busy patient areas to a safer environment where
the situation could be dealt with. This greatly minimised
the risk to patients, staff and visitors to the Trust.
Chief Executive Wendy Slaney also paid tribute to
Ron’s efforts: “I hope that Ron is very proud to know
that his actions have been recognised as playing a
significant part in resolving a difficult situation. I would
like to thank him personally and on behalf of the Trust
Board for the part he played.”
Sandra Chapman Centre
cheque presentation
Melanie Brett presented cheques to the value of £820
to staff at the Sandra Chapman Centre and a further
cheque was given to Breast Care for £217.
The money was raised by various events eg staff and
pupils at Caister Junior School wearing the colour pink
£525, wearing pink whilst line dancing £96 and Melanie
and her husband Kevan celebrated their 25th wedding
anniversary and raised £416.
The gift will be used to purchase furniture for the
use of patients who attend the centre.
The photo shows from left to right: Lynne Wade,
Karen Robertson, Melanie Brett, Riley Brett (Melanie’s
granddaughter), Joanne Smith, Lilli Brett (Melanie’s niece)
Yvonne Craig, Alison Kerrison.
It is hard to find sufficient
words to express and praise the different
teams involved in the care. There are so many
people whom we would like to express our
gratitude to, everyone
was brilliant.
www.jpaget.nhs.uk Making Waves Newsletter December 2011 Page 11

News
Jill Swan, Jan McCarrick and Rachel Fenn, Breast Care Nurse
Specialists and Karen Flores, Team Leader.
Breast Care Nurses
An inspirational mother of two has thanked the doctors,
nurses and therapists at the James Paget University
Hospital who have helped her overcome breast cancer.
Gina Cooper, 44, has worked as a lecturer at
Lowestoft College for 14 years, and is married with
two teenage daughters. Over the last 18 months she
has been living with a diagnosis of breast cancer and
the exhausting rounds of surgery and chemotherapy
treatment that followed her diagnosis.
Gina, from Kessingland, has managed to combine her
gruelling cancer treatment with her part-time studies
and has recently graduated with a first class degree. She
is now continuing her studies for her Masters in teaching
and learning.
A service development at the James Paget University
Hospital has helped her complete her recovery from
breast cancer. The hospital’s breast care nursing team
offers a nipple tattooing service for women who have
had a mastectomy and breast reconstruction.
Juliette John, a permanent cosmetic beautician
based in Ipswich, now undertakes tattooing for women
in a therapeutic manner rather than as a clinical
procedure. This service at the James Paget University
Hospital provides the “finishing touch” to their breast
reconstruction following cancer.
Gina said: “I want to thank Professor Jerome Pereira
and his wonderful team at the James Paget for their
hard work and dedication. I am really grateful to them
all.”
“Having cancer is not what anyone would choose but
it can have a positive effect on your life. It’s helped me
put what is important in life into perspective. I am living
life to the full far more than I did before and I’m really
grateful to the team at the James Paget for enabling me
to get on with my life.”
Breast Care Nurse Specialist Rachel Fenn said: “We’re
really pleased that Gina has benefited from the services
we provide. She has done fantastically well to remain
positive throughout her treatments and to gain her
degree. It’s very important for us as a team to support
patients and their families throughout their breast
cancer treatments and beyond.”
“The nipple tattooing service provided here is an
important part of providing a more holistic service that
helps women adjust to the changes in their body and
help restore their self esteem and confidence, so they
can again move forward with their lives”.
Equality and
Diversity update
The NHS has a legal requirement under the Equality
Act 2010 legislation to promote equality of people with
characteristics protected by the Act.
A tool, called the Equality Delivery System (EDS), has
been designed to help all staff and NHS organisations
understand how equality can drive improvements and
strengthen the accountability of services to patients and
the public. It will help providers to continue to meet
the Care Quality Commission’s “Essential Standards of
Quality and Safety” and ensure that everyone - patients,
public and staff - have a voice in how organisations are
performing and where they should improve.
How the EDS works
EDS is a set of four nationally agreed goals or objectives
and 18 outcomes for NHS commissioners and NHS
providers. These outcomes focus on the issues of most
concern to patients, carers, communities, NHS staff and
Boards. It is against these outcomes that performance of
the hospital is analysed, graded and action determined.
The four EDS goals are:
1. Better health outcomes for all
2. Improved patient access and experience
3. Empowered, engaged and included staff
4. Inclusive leadership at all levels.
As a Foundation Trust we have a large public
membership representing local interests. We will be
reviewing how to involve them and have asked for
their feed back. As a member of staff, if you have any
comments on the following questions, please send your
feedback direct to helen.french@jpaget.nhs.uk or
liz.cooke@jpaget.nhs.uk
• How can hospital services be made more inclusive?
• In which areas are there discrimination regarding lack
of access to healthcare?
• Is there inappropriate treatment of individuals? If so...
what and where?
• Is the hospital accessible by all groups and communities
equally? If not…how could it be improved?
• Is there more we can do to help people from protected
groups who use the service, which would achieve fuller
equality for them? If so… what?
Dementia Mapping
Five members of staff from the Trust have become the first at
JPUH to achieve qualifications for Dementia Care Mapping:
Julie Marsh, Sarah Hay, Pumelelo Mapasa,
Kim Crosswell and Lesley Codling.
Dementia Care Mapping, (DCM), is a method designed to
evaluate quality of care from the perspective of the person
with dementia. It is based on the philosophy of person centred
care, promoting an holistic approach.
The process involves briefing the relevant individuals
about DCM in the area to be mapped, observing a number
of people with dementia over a period of time and recording
information regarding their care. This information is used to
formulate an action plan to make improvements.
Page 12 Making Waves Newsletter December 2011 www.jpaget.nhs.uk

News
‘Health Apprentices’ – Day in the Life
Our apprentices are a very important part of the workforce
at the JPUH and are proving a great success.
The young people involved have developed their
skills and training by giving them access to accredited
qualifications within the Trust.
Making Waves caught up with three of our apprentices
to find out more about their roles.
Where do you work?
Amy: I work in Ward 17, it’s
a Haemotology Ward. We
care for people with blood
disorders and cancer.
Lily: I work in Ward 18, a
Rehabilitation Ward, we use
Occupational Therapy and
Physiotherapy to prepare
patients to go home after
surgery or treatment.
Chloe: I work in Intensive
Care, we treat very sick
patients who need a lot of
care.
What’s your typical
day?
Amy: In the morning I start
by helping to hand out
the breakfasts, if patients
need support to eat their
breakfast I will help them. I
then help the staff do bed
baths and make the beds. At
lunchtime I help out where I
am needed. In the afternoon
I stock up the cupboards
and check to see if there’s
anything the patients need.
Lily: I see patients
to complete exercise
programmes and assist the
physiotherapists with more
dependent patients. We do
kitchen and step practices.
Sometimes I go with an
Occupational Therapist
to assess a patient’s home
to ensure they can access
everything they need. I can
also help out at the group
exercise classes.
Chloe: Every morning
the trained staff give me
the information I need
to complete the shift
information book. It tells us
who is in Intensive Care and
the High Dependency Unit. I
then get on with tasks that
have to be carried out every
day, such as safety checks on
the Crash Trolley. I hand out
breakfasts to patients that
are able to eat and make
sure they are sitting up and
comfortable. I also assist the
professional staff where I
can.
What do you enjoy the
most about your job?
Amy: I like helping people
and making a positive
difference to their stay in
hospital.
Lily: I like working with
people of all ages and
gaining their trust. I love to
see them progress, if, for
example, they can’t walk
much when they first come
to our ward and then we see
them walking and able to go
home.
Chloe: I like it when you see
the patients after they have
recovered. It’s especially nice
when they come back to say
thank you and you realise
how much they appreciate
what you do.
Your apprenticeship
is for one year and
at the end you will
have a Level 2 Health
Apprenticeship. Do
you feel your training
has been worthwhile?
Amy: I finish in March 2012.
Being able to get experience
as well as learning the
theory is preparing me well
for my future career. I really
appreciate being able to
learn new skills and put
them into practice.
Lily: I finish in January 2012.
I’ve learnt loads about
the body, anatomy and
physiology. I’ve also learnt
a lot about confidentiality. I
Apprentices Amy Seabourne (Age 20),
Lily Middleton (Age 17), Chloe Cashman (Age 17)
learn something new every
day.
Chloe: I’ve definitely learnt
more by being able to
work and study at the
same time. The training has
broadened my knowledge
and understanding of clinical
care. It makes you question
what you do and how you
do it on a daily basis. As
apprentices I think the staff
take care of us more. I’m
also encouraged to do lots
of additional training.
Do you think you’ve
grown as individuals
while doing the
apprenticeship?
Amy: I’ve become more
confident. You’ve got to be
there for the patients and
their families as they are
going through a difficult
time.
Lily: I’ve gained social skills.
I know how to interact with
professionals, patients and
their families on a more
professional level.
Chloe: I think I’m more
grown up and worldly. I now
have the confidence to talk
to families and relatives in
sensitive situations.
How are you
contributing?
Amy: I am able to help the
nurses and HCAs so that the
patient benefits.
Lily: We are doing an audit
on my ward to show how we
have reduced the patients’
length of stay and increased
therapy time with a patient.
Chloe: We are a busy ward
and I am an extra pair of
hands where it’s needed. As
my training is progressing I
am trusted to do more.
Are you doing
something you have
always wanted to or
has the Apprenticeship
opened their eyes to
new occupations?
Amy: Before I did this
apprenticeship I applied for
University and now I’m quite
glad I didn’t get in. I love the
HCA role and that’s what I
want to do next, hopefully
on Ward 17!
Lily: I would love to be a
Therapy Assistant. I didn’t
even know the job existed
before. I thought I would
have to go to University to
train but now I know there
are other options.
Chloe: I’ve always wanted
to be a nurse and it’s made
me 100% certain that that’s
what I want to do.
www.jpaget.nhs.uk Making Waves Newsletter December 2011 Page 13

News
Dolphin Suite tops
100 births
The James Paget University Hospitals state of the
art midwifery led birthing unit (MLBU) has topped
100 births. Opened in June this year by BBC weather
presenter Julie Reinger, the unit was the first MLBU in
Norfolk.
The 101st baby, Flynn Knight, was born on Saturday
24 September at 5:57am. Staff on the ward presented
him with a knitted shawl and card to mark the occasion.
Mum Laura Knight said:
“It was lovely being able to relax in a bath during
labour rather than lying in a bed. It was great to be able
to have my own music, the nice lighting and the support
from the midwives who were lovely. I would definitely
recommend the Dolphin Suite to other expectant
mums.”
Head of Midwifery, Carol Mutton said:
“When we planned the Dolphin Suite the estimate
was that 10% of births would happen there. I am
delighted that this has been surpassed and since
opening in June 2011, 15% of our total births have been
in the Dolphin Suite. The women and their supporters
who have given birth in the suite have appreciated the
tranquillity of the unit and really have felt it was like a
home from home.
In Sickness and Health
I have been inspired to write this article
after reading about a couple of cases in
the national press, of employees that
have not had any sick leave for over 40
years service (neither worked for the
NHS but one did work in public services).
Now I cannot come close to that!
But I can be proud to say that to date
of writing this, I have not been absent from work due
to ill health or otherwise for nearly 16 years, and have
had only one sickness day in about 20 years. I know that
this is down to luck that I keep in good health. I seem
to have built up a remarkable immunity from Norovirus,
seasonal flu (never had the ‘flu jab’) and other bugs
that plague us front line workers. Also, my disinterest
in anything too sporty (dangerous or otherwise) has
definitely protected me from broken bones and sprains!
My friends and colleagues are always teasing me
as I think they are secretly envious of my passion for
sleeping in late of a morning. Plenty of sleep does seem
to help me shake off colds and coughs very quickly. I do
have the occasional ‘under the weather’ day but these
usually occur on days off or annual leave!
I am sure it also helps that I have always loved
my job. I have been very happy working at the JPUH
with the lovely staff and the Cardiac patients. Coming
to work has never felt like a chore but mainly I am
fortunate to have good health and a robust constitution.
My luck will run out one day, until then it’s off to
work I go!
Julie Wash
Cardiac Nurse Specialist
I was very annoyed
when I heard the griping about your
hospital. I felt I must write and tell you how
great the staff were. Their dedication to the
job showed in every action.
‘A dream comes true’
In recent weeks, Hospital Radio Yare has been broadcasting weekly services from the Chapel at the JPUH.
The broadcasts are recorded from the live services held between 5pm and 6pm every Sunday evening but due
to technical reasons the broadcasts are transmitted one week behind. Over the coming months, the hour long
interdenominational services will continue to be given by churches such as the scheduled ‘Salvation Army from Lowestoft’.
Technical assistance will be provided by Radio Yare’s Diane Clarke.
Reverend Marilyn Zipfel leads a team including a Baptist Minister, a Methodist Minister, two Roman
Catholic Ministers and Church of England reader. Marilyn said “The broadcasting of our services is
like a dream come true. It is important to stress that without the extra equipment being kindly
donated by the ‘Friends of the Hospital’ the project could not have been possible.”
Christmas services:
Lowestoft Hospital - Carol Service on Wednesday 21st December at 2pm
JPUH - Carol Service and Nativity on Friday 23rd December at 2.30pm in the Chapel
Lowestoft Hospital - Carols around the wards - on Friday 23rd December - meet at
7pm in reception.
JPUH - Christmas Day Communion Service - Sunday 25th December at 9.30 am in the
Chapel.
Page 14 Making Waves Newsletter December 2011
www.jpaget.nhs.uk

News
UEA visit to Whitlingham
Park September 2011
The annual trip for JPUH medical school staff was to
Whitlingham Park, Trowse, Norwich.
This is a park where the old gravel pits have been converted
to provide a beautiful location for nature walks and water
sports activities.
For some, the day began with a lovely run round the lake.
We met at the visitor centre which combines an information
area with a café.
The organisation of the day was excellent and it had been
arranged for an expert naturalist to accompany us round
the lake. Peter Walton bounded up to us complete with
telescopes, moths in jars (soon released), books, a fountain
of knowledge and enthusiasm. A thoroughly entertaining
teacher, he soon had us all tuning in to the songs of the robin,
Thank you to ASDA
long-tailed and great tits, then admiring the cormorants
as they posed eerily like some technological vultures on
huge pylons and dead trees. We scoured for dragon flies
and damsel flies along the water’s edge, and learnt about
the Mayflies which wait for exactly the right environmental
conditions to hatch for their one day of life in which they
emerge, meet, mate and die.
We were a very happy group, ranging from the tiniest,
aged just four months happily slumbering in her baby carrier,
to our two professors Prof Pereira and Prof Holland. The
children, led by Oscar, had a lovely time and
were much quicker than the adults at spotting
the birds and insects. We learnt about the
abundance of beautiful moths that are often
overlooked in favour of their more ostentatious
cousins the butterflies, and Peter showed us
a Sallow moth which camouflages itself with
Autumn colours. Also of the Ringed Plover
which summers in Cromer and then chooses
either to winter in Blakeney or South Africa,
(yes really), a habit called ‘leapfrog migration’.
We were delighted to watch Warblers, Great
Crested Grebes and Tufted Ducks gliding gracefully, Mallards
and Mute swans mooching, Jays walking, Magpies swooping,
Black-headed gulls and Swifts soaring in the blue sky above.
All of us who participated are very grateful to Linda and
Carol for a fantastic day out, and are looking forward to next
year’s trip which rumour has it is to be a boat-trip, a nature
guide and champagne!
Maggie Wright
Consultant Anaesthetist
JPUH Consultant
prestigious award
A consultant at the James Paget University Hospital has
won an award for his work for research into the use of
cannabis as a medicine.
The generosity of the Asda Lowestoft store has brought
smiles to the young people staying on the children’s ward at
the James Paget University Hospital.
Asda donated gifts worth £1000 which they raised by
allowing cars to park on their car park during the Lowestoft
Air Festival.
Play Specialist Marie Cross said: “We are very grateful to
Asda who have been extremely generous.
The gifts were fantastic, there is an XBox 360 Kinect and
games, CD players, DVDs, jewellery and lots of other toys
too. These gifts will make a great difference to the children
in hospital over the Christmas period. I would like to thank
the store for this wonderful gesture and for thinking of the
children at the James Paget University Hospital.”
Dr Willy Notcutt was presented with a trophy at the
International Association for Cannabinoid Medicine
(IACM) conference 2011 in Bonn earlier this month. The
award is an international recognition of the research
undertaken in this hospital over the last 12-13 years and
recognises his major contribution to the re-introduction
of cannabis as a medicine.
www.jpaget.nhs.uk Making Waves Newsletter December 2011 Page 15

Palliative Care East Appeal
James Paget University Hospitals
NHS Foundation Trust
Palliative Care East (charity number 1050406-5) is registered as a subsidiary charity
of the James Paget University Hospitals Charitable Fund (1050406)
Evening domestics joining in
to raise funds for our appeal
The photo shows some members of the evening domestics:
Ladies on the back row are: Jenny Watson from Palliative
Care East, domestics Sheila Read, Sandra Vincent, Anne
Jonas, Debbie Sprittles, and in the front Val Ridley.
We have a great team of
Domestics here at the JPUH
and the evening domestics
team have been fundraising
since the beginning of the
appeal by carol singing
on the wards, in the Main
Foyer and holding stalls
at the hospital fete, and
running raffles. To date they
have raised £1600 and will
be fundraising again over
Christmas and 2012 to make
their figure up to £2000 –
they will then qualify for a
butterfly plaque when the
Centre is built.
We have some events
coming up; please support if
you can.
Operation Jingle Bells!!
In December, we are also
working with Norfolk Police
selling security bells here
at the hospital. We shall be
out and about and spending
some lunchtimes in the Staff
Canteen and also in the
Main Foyer. All proceeds of
security bells going to the
appeal.
We were delighted
that the Christmas Tree
Festival at St Mary’s Church
Somerleyton has once again
supported Palliative Care
East.
The Festival took place
on 3rd and 4th December
and the trees will remain in
situ throughout December.
We have our very own
tree (kindly loaned and
decorated by Julia Knights –
one of my great fundraisers).
Old Mobile Phones
Wanted
Please send in your old
mobile phones to recycle
with funds all helping the
appeal.
We are getting closer...
next year will be an exciting
time for the Project with
building due to take place
in February. This is when we
will begin to see the benefits
of all the hard work you and
hundreds of others have
done to raise this money.
Many people will be able
to benefit from the Centre
– a place of sanctuary when
they are going through very
difficult times.
We still need your
help – the community has
done a wonderful job of
fundraising, we are getting
closer to our £1.5m target.
We welcome any donations,
large and small, and are very
grateful to people who wish
to raise funds.
Please help us with your
fundraising which in turn
will help many others.
Can you
help?
...our Public Appeal
to raise £1.5m to
build the Palliative
Care East Centre
next to James
Paget University
Hospital?
Palliative Care East is
all about making the
end of life worth living
for patients and families
whose lives are affected
by cancer and other
incurable illnesses.
Find out more on
www.palliative-careeast.org.uk
or phone
Jenny Watson on
01493 453348
The Butterfly room.
This and past editions of Making Waves can be found on the James Paget University Hospitals website in ‘PDF’ or paper copies are
available from the Communications & Foundation Team. The next edition is due March 2012.
Contact us with your feedback, suggestions or future content:
Ann Filby Head of Communications, Engagement and Foundation 01493 452162 email ann.filby@jpaget.nhs.uk
Jon Dack Communications and Media Officer 01493 452269 email jonathan.dack@jpaget.nhs.uk
Page 16 Making Waves Newsletter December 2011 www.jpaget.nhs.uk