Heatherwood Hospital
Brook Avenue, Ascot, Berkshire, SL5 7GBContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Comments in details
Rated 1 star out of 5
by Anonymous - Posted on 20 August 2023
after 45mins of our appointment time we were called for examination. its been a month after visit and no action or neither patient record updated with the analysis performed during the appointment. despite multiple calls to hospital, response was the agent is on holiday so she will be back after 2 weeks then the letter will be sent to gp and we have more priority patient than this. this upsetting as my daughter is struggling to sleep because of adenoids and tonsillitis which is more concerning for me but hospital is not bothered. does the patient need to wait until the agent is back from holiday for any case of patient? does hospital doesn’t have backup? I visited gp multiple times to know what is going on and why no attention or cummunication to gp from heatherwood yet? but got only response this is admin issue raise it in pal i am really concerned, can you please help me to know what is going on . Has the letter from heatherwood sent to claremont sergury to advise about the sleep study?
Visited Ear, Nose & Throat on July 2023
Review titled Heatherwood Hospital
Replied on 04 September 2023
Dear Anonymous, Thank you for taking the time to leave this feedback about your recent experience at Frimley Health. Please accept my sincere apologies on behalf of the Trust for the frustrations that this apparent failure of communication has caused you and your family. I am, as you will appreciate, unable to discuss this further a) in a public forum such as this; and b) without any knowledge of your case. The best / fastest way for you to progress this is to liaise with the PALS team who can be contacted on fhft.palswexhampark@nhs.net or 0300 615 3365. I have shared your feedback with the senior nurse at Heatherwood and the PALS team for the hospital. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Excellent hospital
Rated 5 stars out of 5
by Jacqui Gwyther - Posted on 30 July 2023
My mother was in for a shoulder operation and everything about the hospital was brilliant - all areas were immaculate ! All staff from cafe staff, porters,volunteers, nurses and consultants were kind efficient and could not be faulted. The whole process ran smoothly. We feel extremely grateful and lucky to be able to benefit from the amazing NHS - They definitely Deserve to be paid top salaries ! My mother ( Ivy Margaret Pheby is a very grateful patient making good progress in her recovery !
Visited Don't know on July 2023
Review titled Heatherwood Hospital
Replied on 04 September 2023
Dear Jacqui, Thank you very much for taking the time to share your, and your mother’s, experiences at Heatherwood. It is, as I am sure you can imagine, always lovely – and reassuring – to receive such positive feedback. I will share your feedback with the team at Heatherwood who will appreciate hearing what their efforts to deliver the best care mean to their patients and their families. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Car park
Rated 4 stars out of 5
by Anonymous - Posted on 06 June 2023
I went into heatherwood hospital today and for some reason when I went through the barrier, I wasn't given a ticket, despite pressing the button for one. I then realised I would need it to scan at the payment machines when I leave. I went to the security office and they said to just press the button on the barriers if I can't get out when I leave. The barrier let me out so I didn't need to press the button. But the security office didn't ask me for my number plate ot anything, so now I'm wondering if I'll get a fine through the post. I obviously couldn't pay as I had no ticket to scan and the security guys just told me to press the button upon leaving and didn't say anything about how to pay. I was only there for about 30 minutes in total anyway, but I am hoping I won't get a fine for something that was out of my control.
Visited Don't know on June 2023
Review titled Heatherwood Hospital
Replied on 09 June 2023
Dear Anonymous, Thank you very much for your feedback. Please do not worry about receiving a parking ticket – the system (including the closed circuit television cameras etc.) is designed so that in cases such as this it will not happen. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Exceptional service
Rated 1 star out of 5
by KarenMKendall - Posted on 04 June 2023
I have received the most incredible treatment by Surgical team and Ward Staff at Heatherwood Treetops when I had my left hip replaced everyone looked after me so well. the Surgeon, Anaesthetist & whole surgical team excelled themselves, I cannot speak more highly about them. 2 days post op in time I do not even have a visible bruise on my leg! I was in and out of the hospital within 32 hours, experienced no sickness, the pain was managed perfectly and I was up on my feet so quickly.
Visited Don't know on June 2023
Review titled Heatherwood Hospital
Replied on 06 June 2023
Dear Karen, Many thanks for taking the time to share your experience. It is lovely to hear that your stay at Heatherwood was so positive and that you were so well cared for. I will share your comments with the teams involved who will I know be pleased to receive your feedback. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 19 June 2024
Everyone we spoke to was friendly and helpful. The appointment came through quickly and staff were lovely.
Visited Gastrointestinal and Liver services on May 2023
Review titled Heatherwood Hospital
Replied on 21 June 2024
Dear Anonymous, Thank you very much for leaving this positive feedback of your experience with Frimley Health. I will share it with the relevant teams. Thanks 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 Five stars again
Rated 5 stars out of 5
by George Spinks - Posted on 30 March 2023
The experience of my second cataract operation was equally as good as the first. From the initial check in procedure through to the cheerful porter who wheeled me in to the theatre checking area and then through to the business end where the brilliant surgeon, so reassuring, replaced the eye lens. The discharge procedure was as professional as the other elements. A great team performance and one grateful patient. And it is worth mentioning the timing, problem diagnosed mid December, assessment January, two separate operations, all finished successfully end of March, well done NHS Heatherwood.
Visited General Surgery on March 2023
Review titled Heatherwood Hospital
Replied on 04 April 2023
Dear George, Thank you very much for taking the time to leave such positive feedback about your recent experience with the ophthalmology team at Heatherwood. I am delighted to learn that your experience was so positive and that the whole process was so smooth and rapidly resolved. I will share your feedback with the teams involved in your care who will I know appreciate receiving your review. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Five stars again
Rated 5 stars out of 5
by George Spinks - Posted on 30 March 2023
The experience of my second cataract operation was equally as good as the first. From the initial check in procedure through to the cheerful porter who wheeled me in to the theatre checking area and then through to the business end where the brilliant surgeon, so reassuring, replaced the eye lens. The discharge procedure was as professional as the other elements. A great team performance and one grateful patient. And it is worth mentioning the timing, problem diagnosed mid December, assessment January, two separate operations, all finished successfully end of March, well done NHS Heatherwood.
Visited General Surgery on March 2023
Review titled Heatherwood Hospital
Replied on 04 April 2023
Dear George, Thank you very much for taking the time to leave such positive feedback about your recent experience with the ophthalmology team at Heatherwood. I am delighted to learn that your experience was so positive and that the whole process was so smooth and rapidly resolved. I will share your feedback with the teams involved in your care who will I know appreciate receiving your review. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Ditto NHS at its best
Rated 5 stars out of 5
by Kelly Fordham - Posted on 02 February 2023
Just collected my mother from having a hip replacement operation at the new hospital. All staff and volunteers were fantastic: Everything appeared very well managed. Patient care was fabulous, from all the various specialists including cleaners carers, doctor, nurses, physio team, pharmacist and catering staff...and, of course, the brand new facilities are excellent. Well done Heatherwood team and thank you.
Visited General Surgery on February 2023
Review titled Heatherwood Hospital
Replied on 03 February 2023
Dear Kelly, Thank you very much for sharing this feedback about Heatherwood Hospital and the care your mother received there. It really is lovely to receive such positive and all-encompassing feedback where patients and their families recognise the number of people and teams involved in delivering the highest levels of care. I will share your feedback with the teams involved who will appreciate your comments. I hope your mother’s recovery is all on-track and as hoped for. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled NHS at its best
Rated 5 stars out of 5
by George Spinks - Posted on 02 February 2023
The initial appointment booking service through to the assessment procedure followed by the notification of the date for the surgery were all clearly scheduled. The staff on duty and the brilliant surgeon were reassuring and thoroughly professional, checking all the data so all was ok for the cataract operation. Many thanks to the Heatherwood team and their Frimley Admin Centre
Visited General Surgery on January 2023
Review titled Heatherwood Hospital
Replied on 03 February 2023
Dear George, Thank you very much for taking the time to share your recent experience at Frimley Health. It is positive and reassuring to know that the systems worked as they should and that you were so well cared for. I shall share your feedback with the teams involved in your care who will love hearing that everything was so appreciated. I hope your recovery remains on track. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Brilliant service from the Ophthalmology department
Rated 5 stars out of 5
by George - Posted on 12 January 2023
Attended the ophthalmology department for pre cataract assessment. Seen on time for Stage 1 of the assessment by two efficient and smiling nurses followed by an appointment with the Consultant, who explained all aspects of the procedure in a clear and reassuring manner
Visited General Surgery on January 2023
Review titled Heatherwood Hospital
Replied on 13 January 2023
Dear George, Thank you very much for taking the time to share your feedback about your recent ophthalmology appointment at Heatherwood Hospital. It was lovely to hear that your experience was so positive and that you were so well cared for by colleagues. Thank you again for your feedback. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
Information supplied by Frimley Health NHS Foundation Trust