Farnham Hospital & Centre For Health
Hale Road, Farnham, Surrey, GU9 9QLContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled No help for the elderly
Rated 3 stars out of 5
by Caroline - Posted on 31 March 2025
I visited Farnham Hospital Outpatient Department for a blood test today, where an elderly gentleman was also attending for his blood test, the receptionist very unhelpfully told him repeatedly that she did not deal with blood tests and he had to use the machine on the wall to check in. The gentleman had problems using his hands and struggled with seeing the screen, yet the receptionist did not offer any help and instead I did the check in for this gentleman on the machine. As an NHS performance manager myself I was extremely disappointed at how unhelpful this receptionist was, I understand she does not work for the blood clinic and therefore it is not her job to check people in but a bit of common courtesy and patient care would not go amiss, since she is working in the caring profession. This took place on 31/03 at 11:15am please could this matter be reviewed with the member of staff on reception and perhaps remind her that some elderly people need a little bit of help now and again and even if they are not part of her clinic perhaps if she is not busy she could go the extra mile an offer some help. The nursing team taking the bloods were very kind but are not always available to help patients if they are in the middle of taking bloods. Perhaps consider a volunteer to assist with blood clinic, I noticed 2 volunteers near the main hospital doors just having a chat amongst themselves, waiting to help people, I’m sure their help would be muc appreciated at the blood clinic.
Visited Don't know on March 2025
Review titled Farnham Hospital & Centre For Health
Replied on 31 March 2025
Dear Caroline, Thank you very much for taking the time to share this story and thank you very much – on behalf the Trust – for helping the elderly gentleman. I will share your thoughts and observations with the Outpatients service manager and the Voluntary services team. Thank you again and kind regards, Alex Before you go we have two small questions: 1) Have you signed up to MyFrimleyHealth Record to access your hospital care online? Go here: https://myfrimleyhealthrecord.fhft.nhs.uk/ and click ‘Sign-up’ now. 2) Would you be happy to share your story and experience? We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
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Review titled GP practice
Rated 2 stars out of 5
by Gerard Waters - Posted on 04 January 2025
Firstly, I question the rationale behind accepting new patients, as advertised on your website, when the practice is clearly unable to meet the needs of the existing patient base. Securing a doctor’s appointment has become nearly impossible, with waiting times extending to between two and six months. This issue is exacerbated by the apparent unwillingness of reception staff to facilitate appointments, and the recent implementation of a call cut-off policy after one hour underscores the practice’s inability to manage patient demand effectively. More concerning are the specific incidents I have personally experienced in the past two months. On two separate occasions, I have sought urgent medical attention, only to be dismissed and redirected to Frimley Park A&E in one instance, where I endured extended waits of up to 14 hours, all while in considerable distress. And on another occasion, I sought an appointment for a suspected chest infection and faced outright refusal from the receptionist, despite explaining the severity of my symptoms. Which resulted in me having to attend A&E, since the cough had become more severe and there was a risk of pneumonia as suggested by a Dr I consulted whilst abroad, following four weeks of persistent coughing. I find it utterly unacceptable that, as a patient with a complex medical history—including a diagnosis of lung cancer in 2021, two surgeries in 2022, subsequent sepsis, and a paralysed diaphragm, I was referred to a pharmacist for a consultation in the case of a potential chest infection. This decision reflects a dangerous lack of judgment and disregard for my high-risk status by the triage Dr who dealt with my case. The pharmacist, upon observing my condition, promptly advised me to return to the practice, reinforcing the inappropriateness of the initial referral. Furthermore, I am deeply dissatisfied with the ongoing mismanagement of my Type 2 diabetes. Despite my requests, I was denied a follow-up blood test for a scheduled 6 month follow up appointment to monitor the efficacy of Metformin treatment. During a long-awaited consultation with my designated GP it became evident that he was not prepared for the consultation since he asked me why I was attending the GP surgery that day. This showed a lack of up-to-date information regarding my condition and had no clear plan for ongoing care. This negligent approach to chronic illness management leaves me feeling vulnerable and frustrated, especially given that recent A&E blood tests revealed dangerously high sugar levels. Waiting another six months for a review is not a viable or responsible course of action. The issues outlined above paint a troubling picture of the practice's inability to provide adequate care to high-risk patients. I urge you to address these systemic failings immediately. Patients should not have to fight for basic medical attention, nor should they face barriers erected by administrative policies or unhelpful staff.
Visited Don't know on December 2024
Review titled Farnham Hospital & Centre For Health
Replied on 14 March 2025
Dear Gerard, As this feedback concerns the GP Practice sited in Farnham Hospital if have forwarded it to frimleyicb.reception.fphg@nhs.net. Please contact the practice directly if you want follow up on this. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled A welcome end to long treatment
Rated 5 stars out of 5
by Robert S - Posted on 27 January 2025
After 4 months at Frimley Hospital, the final week spent in Farnham Community Hospital was very welcome indeed. The comfort of a room to oneself, as well as one's own bathroom and toilet (!), and almost best of all (after being in a multiple ward at Frimley) a TV! The care was brilliant and the physio treatment meant I could go home in just a week. The nurses, doctors and consultants were attentive, relaxed and helpful. I'd been hoping I'd get to Farnham as I'd heard such good things about it. Well, the reality surpassed those good reports. Oh, and lastly, after being on feeding tubes for 4 months, the food was great. Home comfort food I'd call it. Thank you, Farnham Community Hospital, you did yourselves proud! A final word about the NHS: total care throughout in the months at Frimley. Well done!
Visited Physiotherapy on October 2024
Review titled Farnham Hospital & Centre For Health
Replied on 14 March 2025
Dear Robert, Thank you very much indeed for taking the time to leave this lovely feedback about your care experience at Farnham hospital. It is lovely to read how much you appreciated the environment, facilities and care. I am glad it was such a clearly positive experience for you. I shall share your feedback with the teams involved. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
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Review titled Great visit
Rated 5 stars out of 5
by Amy - Posted on 12 September 2024
Visited the hospital today for my baby. Got help from reception on where to go and got help signing in once arriving at the department Everyone was very helpful. I got seen straight away. The consultant I seen couldn't have been nicer with my little girl. She smiled and danced throughout the appointment she was so happy. Everything was explained fully and put me at ease and couldn't have been more helpful.
Visited Ophthalmology on September 2024
Review titled Farnham Hospital & Centre For Health
Replied on 14 March 2025
Paediatric Services at Farnham Hospital are provided by Central Surrey Health. I have forwarded this feedback to their Patient Experience team: CSH.patientexperience@nhs.net
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Review titled Excellence all round.
Rated 5 stars out of 5
by Fulltime carer - Posted on 12 June 2024
I attended a breast screening appt with my husband who suffers from dementia. I spoke to several members of staff and they were all helpful and kind beyond measure. Someone from the ICT team volunteered to sit with him in our car while I went in. Please pass on my huge thanks. I literally couldn't have done it without them.
Visited Don't know on June 2024
Review titled Farnham Hospital & Centre For Health
Replied on 13 March 2025
Dear Fulltime Carer, Thank you for your lovely feedback. It is reassuring to know that both you and your husband were so well looked after and that your experience was so positive. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Friendly, quick and efficient
Rated 5 stars out of 5
by Carole Snell - Posted on 03 June 2024
X-Ray required, was seen within 5 minutes, all staff extremely friendly and efficient. Hospital very well organised and a bonus is the parking is free
Visited Don't know on June 2024
Review titled Farnham Hospital & Centre For Health
Replied on 12 July 2024
Dear Carole, Thank you for this great feedback which I shall enjoy sharing with the Radiology team. It is lovely to know your experience was so smooth. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
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Review titled Security lapse
Rated 3 stars out of 5
by Monica O'Donoghue - Posted on 11 February 2024
Today I visited Farnham hospital. I enquired at reception what ward my friend was on. I was told that due to data protection I could not have this information. I then proceeded on my own to walk the hospital wards until I found my friend. I understand why you need to be careful about who you allow into your patients but to allow free access to anyone to wander the corridors without anyone questioning my presence is surely a major lapse in your security?
Visited Don't know on February 2024
Review titled Farnham Hospital & Centre For Health
Replied on 18 March 2024
Dear Monica, Thank you very much for taking the time to contact us about your recent experience at Farnham Hospital. I appreciate your concern and that you raised the issue. I personally am unable to provide a solution here and now but I will share your concern with appropriate and relevant teams who will review the situation and will implement any changes to processes. Thank you again for your comments. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
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Review titled Unhelpful
Rated 1 star out of 5
by Bryn Morgan - Posted on 26 October 2023
I have tried for nearly one hour to find a way of booking an appointment at Farnham Hospital for a blood test requested by my GP. It is quite impossible. Why can someone be tasked to make the process patient friendly; after spending an enormous sum of money on new systems, not much works
Visited Haematology on October 2023
Review titled Farnham Hospital & Centre For Health
Replied on 31 October 2023
Dear Bryn, Thank you for getting in touch. Please go to https://www.swiftqueue.co.uk/ and click on the green ‘Book an Appointment’ button in the top right of the screen. Please note you will *need* to have a blood test request form. I hope this resolves your issues and you are able to book an appointment. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Great Team
Rated 5 stars out of 5
by Carol Cox - Posted on 27 August 2023
Was admitted to the hospital after suffering a stroke in June and was looked after by amazing medical staff day and night. The Physio team were all dedicated individuals who effortlessly assisted my progression daily. Their hard work and caring commitment meant my 50 day stay was filled with daily progress and confidence. Without their extreme effort and kindness and support my rehabilitation could have been a lot more complicated and unpleasant. I am grateful to the whole team for their graciousness and kindness.
Visited Physiotherapy on June 2023
Review titled Farnham Hospital & Centre For Health
Replied on 04 September 2023
Dear Carol, Thank you very much for taking the time to share your recent experience of care at Farnham hospital. It is lovely to hear that your experience was so good and that you were so well looked after. I will share your feedback with the teams who looked after you. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Communication
Rated 4 stars out of 5
by Bill C - Posted on 18 April 2023
Having visited Farnham hospital on a number of occasions with my elderly mother I can't fault the good service provided apart from the main switchboard contact number e.g. phoning during normal open hours, (as per website), both option 1&2 (patient whereabouts/operator) are never answered. Also, when phoning outside of normal open hours to ascertain which ward my mother had been transferred to from FPH the answer was "we don't normally know until a couple of days after admitted "! So in summary - good hospital but trying to find patient whereabouts is a challenge.
Visited Don't know on April 2023
Review titled Farnham Hospital & Centre For Health
Replied on 19 April 2023
Dear Bill, Thank you very much for sharing your experiences with Frimley Health. Please accept my apologies on behalf of the Trust for the problems you have encountered with the phone system and trying to find out where your mother is. Issues aside I am pleased to hear that the care and service your mother receives at Farnham is without fault. I will share your feedback with the appropriate internal teams for them to take into account and consider. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
Information supplied by Surrey Healthy Children And Families LLP