What we're hearing about Frimley Park Hospital

This is a report by Healthwatch Surrey. Healthwatch representatives visited the Frimley Park Hospital to speak to visitors and patients and gather their views.

Healthwatch Surrey was invited to speak to people at Frimley Park Hospital and visited the café, ear nose and throat clinic, ophthalmology, outpatient areas, and the main entrance and spoke to 15 people. On the day of the visit there was a junior doctor and consultant strike and as such, several clinics had been cancelled. 

People were asked questions about their understanding of how to give feedback. They were also asked if there was one thing that would have improved their experience and have identified some themes below.

In addition to the visit to Frimley Park Hospital, people have also shared their experiences of their care during our community engagement events throughout Surrey. Some of these experiences have been included in this report.

There are recommendations in this report.

We recommend that Frimley Park Hospital review how they communicate with patients, their families, and carers about the available means to provide feedback and complaints. We suggest that the importance and benefits of feedback is highlighted to encourage more people to share their view, whether positive or negative, and people are provided with clearer information about the range of opportunities to provide feedback including PALS, the Friends and Family Test, and independent options such as Healthwatch Surrey.

There are no follow up actions in this report.