Frimley Park Hospital
Written by a NHS patient
19th September 2023
My daughter had a short stay at the Frimley Park Hospital and all was good with a couple of exceptions. I contacted Frimley Park Hospital in relation to these exceptions but received no response. This is just a critique to help others who may be visiting in the future.
I write to you with reference to my daughters visit to the maternity ward at Frimley Park Hospital.
I always leave feedback for other users on these occasions but feel I need to at least inform you first of some issues experienced. On the whole the level of care and attention was adequate for the period of stay. This observation is based on the following:
The ward was cramped, hot and noisy.
Obviously I am fully aware that given the limited resources and current cut-backs in funding to the NHS along with strikes this is making it difficult for the hospitals to operate as effectively as they would like and so accept this as a consequence of current times.
On the other hand the staff that were there were marvellous and very attentive and caring.
To mitigate the problem I booked a private room, which you offer at a premium, for my daughter and granddaughter to recuperate in a more pleasing environment.
This was fine apart from the TV set not working, big point made of this and having a personal remote, which the staff were informed of.
My daughter initially arrived at the hospital with a new pair of crocks for comfort, unfortunately after her operation they were mistaken by a member of staff as being the property of the hospital and subsequently taken and stowed somewhere in the building.
Whilst my daughter was waiting to be discharged, having been in the room for less than 24 hours, I was contacted by the hospital administration staff who asked me for payment for 2 x nights stay in the room? I explained that my daughter was waiting to be discharged, as informed by staff, and that she would NOT be staying another evening. At this point the administration staff took payment for one evening, thanked me for letting them know that the TV was not working and said the loss of property (crocks) was not there concern and I would need to contact a different department (no details or contacts given).
I was also told that I would be contacted the following Monday by themselves as to any outstanding charges. On the Monday I was contacted again by the administration and was asked for the payment for the room at which point I said I had already made payment on the previous Friday? I was then told it was a clerical error on their behalf and it will be updated on their spread sheet.
So to summaries, medical staff are marvellous.
Administration poor, customer relations poor.
Personal additional cost, £45 for crocks.
The private room at full cost (and almost double!) despite short comings (no TV) and administration/customer service not brilliant.