Frimley Park Hospital
Portsmouth Road, Camberley, Surrey, GU16 7UJContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Thank you for helping our non-verbal autistic 6 year old
Rated 5 stars out of 5
by Anonymous - Posted on 25 April 2024
I am not normally one who shares personal information regarding my children however, I am today. I am sincerely, from the bottom of my heart, grateful to the incredible staff at Frimley Park this week. From the staff at an and e, to the Urology Surgical Team, to the ultrasound team, To the paediatricians and incredible nursing staff on f1 I salute you and the incredible work that you do. I came in with a non-verbal autistic six year old who presented with pain and no other symptoms. The problem was his pain didn’t seem that extreme at face value. Every single member of staff we encountered listened as I advocated for my child. They understood that my son doesn’t show pain therefore the pain he was exhibiting was on par with an 8-9 on a normal child scale. When we were admitted on to f1, there was understanding on his needs and they wanted to keep him as comfortable as possible, as I was alone for most of it, husband was with my daughter, they watched over my son when I needed a coffee, a walk and even watched him so I could go to the toilet. When I eventually fell apart they allowed my husband to come to the ward and stay way past visiting hours to support me. They listened when I told them he wouldn’t tolerate a urine bag and came up with a solution. They listened when I told them the best way to get blood out of my son was going to require five people. They listened when I said that if they were in any doubt about the root cause for his pain please do the necessary and any extra required to be 100% sure he is ok. We as parents spend a lot of our days fighting to be heard. Not this time. We were presented with a child who shows no pain in excruciating pain around his groin area who had stopped drinking and eating and they listened to our every word and followed our lead at all times. Most importantly, they listened to us tell his story without prejudice, judgement or assumptions. We were presented with causes from appendicitis and sepsis (life threatening situations if untreated, to a viral bug which would go away on its own). Every single member of staff helped, supported, listened to us and treated our son with every ounce of respect they could give him. Thankfully we took our boy home after ruling out everything scary leaving us with a viral bug that caused lymph node swelling in his groin area causing the significant pain. I am thankful to every single member of the team who spent time with my son, who support us as a family, who helped keep a very stressful situation as calm as possible. We can never repay or express how much it meant to us. From a family who spends their entire time fighting to be heard thank you x x x
Visited Children's & Adolescent Services on April 2024
Review titled Frimley Park Hospital
Replied on 26 April 2024
Dear Anonymous, Thank you very much for taking the time to leave this feedback of your family’s recent experience at Frimley Park Hospital. It is lovely to read that your experience was so positive and that you were all so well looked after and treated with the levels of compassion and care we, as Frimley Health, strive to deliver every single day. I will share your feedback with the teams involved in your son’s – and your – care and I know they will appreciate your kind words. Furthermore we are keen for you to share your story and experience more widely within the Trust and hope that this is something you would want to do too. If this is something you would be willing to support please email fhft.patientexperience@nhs.net and we will discuss how we can facilitate this. Thank you again for your kind feedback and we very much look forward to hearing from you. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Frustration
Rated 2 stars out of 5
by Anonymous - Posted on 27 April 2024
I have Chronic Lymphocytic Leukaemia. The whole process dealing with Frimley Hospital Haematology department has been unacceptable. Recently after my consultation with my Consultant, I was told that my medication - acalabrutinib, would be increased to 2 a day. All my medication is getting low, and needs to be replaced, but my Consultant told me she would sort it out. No answer. Previously I had been informed that the medication would be delivered by Boots the Chemist. I have had no messages regarding this service. So I send my Consultant a message to say how many tablets I had left, and would they be delivered by Boots to my home. No answer. So I rang the MacMillan Nurse help line, same question, same answer - leave it with me I will look into it. No answer. I have now emailed the MacMillan Cancer Navigators with the same question. No answer as yet. So what am I suppose to do? Wait until all my tablets have gone? I informed my Consultant that I needed more tablets, giving her the obligatory 2 weeks notice before I run out. I am in a state of increased stress and anxiety. For someone who has barely taken a paracetamol in her life, I find this lack of any communication hard to fathom. There seems to be no "tick sheet" to ensure each patient has had the correct follow up. Be it consultations, appointments, blood test, CT scan and of course medication. At every stage of first being told I now need medication I have had to chase Frimley Park Hospital. I am of an age when I shouldn't have to cope with this. Should I now be asking to transfer to another hospital that treats Leukaemia patients with some respect.
Visited Haematology on April 2024
Review titled Frimley Park Hospital
Replied on 21 May 2024
Dear Anonymous, Please accept my sincere apologies for having taken so long to respond to you. Thank you for leaving this feedback and please again accept my apologies on behalf of the Trust that the situation got to this point. I sincerely hope that your situation was resolved and that you were able to get your medications. I will share your feedback with the haematology team as well as the Macmillan team. Given the anonymous yet public nature of these review pages I am unable to investigate your case any more – however if you would like to take it further please contact the PALS team on fhft.palsfrimleypark@nhs.net and I shall make them aware of the problems you have had. Thank you again and 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 Poor attitude towards patient
Rated 2 stars out of 5
by Richard Hill - Posted on 13 March 2024
After being referred by my GP for an "urgent" brain scan and receiving no response from the hospital, I rang Neurology New Patient Triage to try and find out what what was happening. The person told in a somewhat abrupt manner, that I should ring back in several weeks, as there was no chance that the referral would be reviewed before that. "How many weeks is several?" . "Several". I somehow doubt that if that person in needed a scan themself, they would have found that reply to be either satisfactory or acceptable. Can someone please explain how it is even possible to "triage" the urgency of a referral without even reading it?
Visited Neurology on March 2024
Review titled Frimley Park Hospital
Replied on 18 March 2024
Dear Richard, Thank you very much for taking the time to leave this feedback. Please accept my sincere apologies on behalf of the Trust for this situation. If you email fhft.palsfrimleypark@nhs.net they are probably the team best placed help you resolve this issue. Once again please accept my apologies that you find yourself in this situation. 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 Amazing service
Rated 5 stars out of 5
by Kelly van der Sloot - Posted on 24 March 2024
I am so impressed by the maternity services at Frimley Park. I had the same community midwife from start to finish. She was incredibly supportive and made me feel very comfortable. I was sad to be discharged at the end of my pregnancy because I felt we’d formed a great relationship! The staff on the ante natal, labour and post natal wards were amazing. The care is 10/10 and I couldn’t fault it. Thank you everyone who made my stay such a great experience.
Visited Maternity services on March 2024
Review titled Frimley Park Hospital
Replied on 25 March 2024
Dear Kelly, Thank you very much for taking the time to leave this feedback about your recent experience of Maternity services at Frimley Health. It is lovely to receive feedback like that that provides reassurance that our colleagues and services are successfully operating as intended. Your feedback has been shared with the maternity team – thank you again for taking the time. 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 Amazing Staff
Rated 5 stars out of 5
by Annabel - Posted on 27 March 2024
I had my gallbladder removed and I was just so well looked after at Frimley. The nurses and surgeons were so kind and reassuring. I fully respect and admire the NHS as they are absolutely amazing and I am just so grateful that my procedure and care went so well. Thank you for all that you do X
Visited Gastrointestinal and Liver services on March 2024
Review titled Frimley Park Hospital
Replied on 28 March 2024
Dear Annabel, Thank you very much for taking the time to leave this feedback about your recent experience at Frimley Health. It is always lovely to receive feedback such as this and to be reassured that patients are receiving the levels of care that Frimley Health strives to deliver every day. I am delighted that your experience was so good and that you were so well looked after - I shall take great pleasure in sharing 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 Lovely staff
Rated 5 stars out of 5
by Anonymous - Posted on 30 March 2024
I accompanied my mother to A&E after a suspected stroke. The hospital was very busy, but the staff were organised, helpful and good humoured. It took time, but the team were very thorough and reassuring. Thanks for everything.
Visited Accident and emergency services on March 2024
Review titled Frimley Park Hospital
Replied on 02 April 2024
Dear Anonymous, Thank you very much for taking the time to leave this feedback. It is lovely to know that you and your mother were so well looked after and that our colleagues were successful in delivering the quality of care that was needed. I will share your feedback with the team who will be pleased to know that their professionalism was so appreciated. Thank you again and 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 Terrible experience
Rated 1 star out of 5
by Lucy - Posted on 25 March 2024
I have been attending frimley sunce 2017 for abdominal pain about 30 times in a and e via ambulance or in person to be inpatient aswell just to keep being sent out no surgon will get to bottom of problem cant find notes of when i had gallbladder out no follow up no after care still sent home in pain again
Visited Gastrointestinal and Liver services on March 2024
Review titled Frimley Park Hospital
Replied on 26 March 2024
Dear Lucy, Thank you very much for taking the time to leave this feedback about your ongoing experiences at Frimley Park. Please accept my sincere apologies on behalf of the Trust for the issues you have experienced – it would appear that in your case we have failed to reach the high levels of patient care we strive to deliver. As I am sure you will appreciate I am unable to resolve or investigate your case further in a public forum such as this - however if you contact the Patient Advice and Liaison Service (PALS) or Patient Experience teams on the email addresses below they will be able to look into your case further and hopefully resolve it. PALS - fhft.palsfrimleypark@nhs.net Patient Experience - fhft.patientexperience@nhs.net Once again, please accept my sincere apologies for the situation in which you find yourself – I hope you manage to get resolution. 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 at looking after children
Rated 5 stars out of 5
by Anonymous - Posted on 04 March 2024
They looked after my daughter very well during her stay here! kept us updated regularly and she was comfortable!
Visited Paediatric Surgery on March 2024
Review titled Frimley Park Hospital
Replied on 18 March 2024
Dear Anonymous, Thank you very much for taking the time to leave this feedback – it’s lovely to know your daughter was so well looked after. I will share this with the team who looked after her who will be pleased to know that their patients and families are happy with the care they received. 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 Excellent triage and diagnosis, then everything stopped.
Rated 4 stars out of 5
by Tony - Posted on 21 February 2024
Took my wife to Frimley Park Hospital at approximately 1pm on a Sunday. Arrived and was seen by the reception staff almost immediately. Ten minutes later saw the triage nurse and sent for X-ray. Ten minutes later, X-ray complete, back to A & E. And emergency. Almost immediately seen by a nurse again who confirmed my wife had a broken wrist. Had only been there about half an hour at this stage. Then everything ground to a halt. Still there three hours later. At this time hardly anyone in A & E. After I enquired as to when my wife would be seen lo and behold ten minutes later we were seen. Arm in cast, job done and we left. Everything up to diagnosing the wrist break was done very, very quickly. Could not complain at all. You are then thinking “we’ll be out of here shortly”. Unfortunately between diagnosis and treatment was so frustrating.
Visited Accident and emergency services on February 2024
Review titled Frimley Park Hospital
Replied on 18 March 2024
Dear Tony, Thank you very much for taking the time to share your and your wife’s experiences and please accept my apologies for having taken a while to acknowledge your feedback. Please also accept my sincere apologies on behalf of the Trust for the situation you encountered. I am unable to comment on the specific details of what may have led to the apparent cessation of care until you became more proactive. However I will share your feedback with the team who will review it and, where possible, use it to improve services and care delivery. Thank you again and 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 Fantastic, friendly treatment.
Rated 5 stars out of 5
by Sue Frayn - Posted on 26 February 2024
Went to A & E today following a fall at home a week ago. I was seen within five minutes of arriving, had x rays five minutes later which confirmed that I had broken my wrist. Everyone was friendly, helpful and reassuring. I can’t fault the way that I was looked after today.
Visited Accident and emergency services on February 2024
Review titled Frimley Park Hospital
Replied on 18 March 2024
Dear Sue, Thank you very much for taking the time to leave this feedback of your experience of the ED at Frimley Park Hospital. It is always lovely to receive comments like this where patients have experienced the levels of care our colleagues strive to deliver every day. I am happy for you that your experience was so positive and I hope you wrist is healing well. I shall take great pleasure in sharing this feedback with the Team in ED. 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.***
Information supplied by Frimley Health NHS Foundation Trust