December 2018 – Comments relate to Frimley Out of Hours GP Service – Frimley Park Hospital
“I have nothing but praise for Frimley Park hospital and the NHS for looking after me so well at a very distressing time for myself. The lovely nurse who diagnosed appendicitis in the out of hour’s appointment section through to the staff in A&E and on the ward. However I did have to repeat my symptoms and medical history about 7 times to different doctors and nurses and even eventually at 3am when I got to a bed, I was given a form to complete giving all the info that FPH should already have on me….name/address/doctor/next of kin etc. at a time when I was in chronic pain and very tired. Anyway as a result of it all I was operated on promptly the following morning for a straight forward appendectomy via keyhole and am recovering very well. Thank you FPH.”
We Said – Comments passed to Nurse, also passed to hospital to share with A&E staff. We acknowledge how frustrating it must be to have to repeat history and symptoms to different clinicians and this is something the whole NHS is working on to improve.
“I had to drive from Farnham to Frimley Park just to collect script at weekend rush hour. Should be able to fax to Farnham hospital outpatient.”
We Said – Whilst we can appreciate it may be difficult to collect and apologise for this, in order to maintain best practice in keeping your data safe, we do not have the facility to fax to Farnham hospital or staff based there to receive. It is stated governance policy to remove fax machines from the NHS for this reason. We are going to be introducing electronic prescribing soon which will allow prescriptions to be sent directly to the Pharmacy of your choice.
“I think it was poor, after spending a long time on the phone that I could not be seen. I had tonsillitis and do not feel a proper assessment can be carried out over the phone when I have not been seen. The service is normally like the GP, but this time I think it failed.”
We Said – The NHUC lead nurse has reviewed the clinical aspects of the case and has made contact directly with the patient who raised the concern to discuss. On average 50% of all concerns can be resolved over the phone saving unnecessary journeys and consultations.
“Signage for out of hour’s doctor is not clear at the hospital. The doctor we saw was really lovely and kind to my son and very reassuring to me.”
We Said – Thank you, your positive comments have been passed onto the clinician. NHUC is always keen to find areas that we can improve on and your comment has initiated a review of the signage in place.
“The phone call back was over 3 hours after the initial contact with 111. But the rest of the service was good and I am very happy with the way they treated my daughter (aged 4), and how clear and descriptive about the issue. Well done.”
We Said – We apologise for the delay in your initial call back. NHUC and NHS111 have been working together to provide the best possible service for our patients and we have recently introduced a change to the process which allows appointments to be directly booked at call handler stage, unfortunately, in this instance, instead of booking an appointment and asking you to attend an appointment they gave the impression that the next action was for a call back. We have fed this back to the NHS 111 Service and together will use your feedback to help us to continually improve this new option for children which we hope will benefit our patients and their carers. Thank you for your positive comments about your daughter’s treatment which we have shared with those involved in her care.