Wexham, Frimley Park & Heatherwood Hospital Report

Summary of Themes- please see the report for full details

A strong appreciation for the dedication and skill of healthcare staff was a common theme at all three hospital sites. Patients value the person-centred care they receive with many acknowledging the pressure that the staff and NHS in general are experiencing. Many wanted to pass on thanks to departments highlighted in the report.

Patients and visitors told us about areas for improvement in facilities at all 3 hospitals, but this was a strong theme at Frimley Park. Parking and public transport to the hospital site causes difficulty for most patients we spoke to. We also received feedback about navigating the hospital site and while we were there, we provided help to patients who could not find the department they needed. Amenities such as cash machines and vending machines were difficult for patients to find or use at Heatherwood and Wexham Park which affected their view of services.

Communication and administrative processes work well for most patients, but we heard about difficulties at all 3 hospitals. Patients who waited a long time for appointments requested better communication during the waiting period for re-assurance and to get information about how to manage their condition or pain. We also heard about a need for better communication with loved ones when a patient is moved to a new ward, has deteriorated or needed a diagnostic test.

Accessibility at Frimley Park hospital was an issue for those patients with disabilities or mobility problems. Lack of disabled parking spaces, car park lifts and a non-logical layout of hospital departments contributed to this.

We spoke to an individual in the discharge lounge at Frimley Park who we were concerned about. The patient had not eaten that day having missed breakfast on the ward and her care situation at home seemed uncertain.

There was a concern raised regarding the level of compassion and dignity afforded to a patient at Wexham Park. Instances of perceived disinterest from staff and inadequate attention to the needs of a seriously ill patient indicate a need for improvement in empathetic care and patient respect.