Heatherwood Hospital
Brook Avenue, Ascot, Berkshire, SL5 7GBContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Kind and professional
Rated 5 stars out of 5
by Christine Luck - Posted on 30 December 2022
I attended Heatherwood Hospital for a hysteroscopy and biopsy following an ultrasound scan which showed thickening of the wall of the uterus. I was naturally apprehensive but the whole procedure was carried out by the consultant and her team with kindness and reassurance. Everything was clearly explained and my feelings and pain were listened to so that I could cope. Thank you for making a difficult experience bearable.
Visited Don't know on December 2022
Review titled Heatherwood Hospital
Replied on 09 January 2023
Dear Christine, Thank you very much for your feedback on your recent experience with Frimley Health at Heatherwood Hospital. As a Trust we really appreciate hearing when the patient experience has been as positive as yours clearly was – thank you for sharing. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Hip Replacement Surgery
Rated 5 stars out of 5
by Hartirath Singh - Posted on 01 November 2022
I had my hip replacement surgery in September 2022. It was an outstanding experience. I met a number of professionals from administration, nursing staff, Physiotherapists, chemists, anaesthetist, Orthopaedic surgeons pre and post my operation. As a team they provided an excellent service. I was given medicines to take home with appropriate advise, which helped with pain etc. Nursing staff at Ringmead GP Practise were very helpful with the bandages etc. I had post op review with the Physiotherapist and the surgeon who did the operation and got the all clear after just 7 weeks. Thanks NHS and Heatherwood Hospital
Visited General Surgery on September 2022
Review titled Heatherwood Hospital
Replied on 11 November 2022
Dear Hartirath, Thank you very much for sharing the story of your recent experience at Frimley Health. It is always lovely to receive and read such positive feedback which I will share with the teams involved in your care. With many thanks again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Great staff but rubbish technology
Rated 5 stars out of 5
by JohnL - Posted on 18 August 2022
The staff, as always, were very good. The hiospital itself was very nice. The same could not be said for the car park machines or the app. Having got my appointment I installed the app and eventually got a qr code to save. No idea on how to save it but I could print it which I did. Turns out it is useless at the hospital as there were no scanners and it contained no information about me. A complete waste of time so just show up with the appointment letter you get. The car park looks lovely and it set out well. The problem is paying for the ticket afterwards. There are two machines next to each other. One is about twice the size of the other. This wasn't working as it had no red light to scan tickets. Staff were aware but no sign was on it resulting in lots of people trying to find out how it worked. The other machine did work. However it has an enormous screen and when you get your ticket scanned you are waiting to see the price only to find it is right at the top of the screen where the reflection blurs it out. Why not put it in the middle and why such a huge screen to display £3.50? Anyway having now found the price I scanned my debit card which appeared to work fine except the screen went straight back to the home screen. No confirmation was given resulting in me going back into the hospital to find out how to get out. A lady came out and tried to cancel a transaction but the screen froze. When she got it working again we scanned my ticket and it said something like "No parking time" which made things no clearer. We decided that I would try and exit and see if that worked which, thankfully it did. I cannot fault the staff, the hospital was lovely but forget the app as its rubbish and fix the car park machines as the car park was around a quarter full but there were always groups of people around the ticket machines that are clearly not fit for purpose.
Visited Don't know on August 2022
Review titled Heatherwood Hospital
Replied on 19 August 2022
Dear John, Thank you very much for taking the time to let us know about your recent experience at Heatherwood Hospital. I am delighted that your experience and interactions with staff were as positive as we strive for every interaction to be with every patient every day. Please accept my apologies on behalf of the Trust that you experienced frustrations with the technology. I will share your feedback appropriately and necessary action will be taken. Thank you again for your feedback. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Colposcopy appt cancelled without being notified
Rated 1 star out of 5
by A very annoyed patient - Posted on 24 August 2022
very poor service, had an appt booked for 3 weeks only to turn up on the day and find it had been cancelled without any bothering to notify me. Someone from the Hospital had called me a week or so before to confirm i knew about the appt ( which i did as i had booked it? ) but never said anything about cancelling- seems she just went ahead and cancelled it anyway on that day, Id arranged childcare and it was my time and money wasted getting there to be told Dr had gone home so nothing could be done. Tried calling on the Monday and left a message- no one bothered getting back to me but then got a letter in the post for a new appointment which i cannot make. Called again to rebook only to be told there is no more Saturday appointments so now i have to wait to see if any open up and who knows how long that will take. Lady on the phone couldn't say why the appointment was cancelled or by whom could only say a very unsympathetic sorry which isn't at all helpful to me now.
Visited Don't know on August 2022
Review titled Heatherwood Hospital
Replied on 30 August 2022
Dear Patient, Thank you very much for taking the time to share you recent experience with Frimley Health and Heatherwood Hospital. Please accept my sincere apologies on behalf of Frimley Health for the issues that you have experienced. Unfortunately I am not in a position to comment on the particular circumstances surrounding your personal experience except to say that I have shared your feedback with appropriate teams who will, I am sure, take your comments on board. With sincere apologies again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
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Review titled Great experience
Rated 5 stars out of 5
by Yvonne McQueen - Posted on 22 July 2022
I was due for a cystoscopy - a procedure that I was very nervous about. It was carried out quickly and with a great deal of care towards me - the nervous patient. Great kindness, fabulous staff, and a calm environment. The procedure was undertaken so quickly and expertly that I didn't realise it had been done - and I am a major wimp! Would thoroughly recommend this hospital.
Visited Don't know on July 2022
Review titled Heatherwood Hospital
Replied on 25 July 2022
Dear Yvonne, Thank you very much for taking the time to write and let us know about your recent experience at Frimley Health. It is always a pleasure to receive and read such feedback and to be reminded that despite everything else going on the focus of our teams across the Trust is the care, comfort and wellbeing of our patients. I will pass your feedback to the team involved who will, I know, be delighted to receive your feedback. Thank you again for your time and feedback. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
Information supplied by Frimley Health NHS Foundation Trust