Heatherwood Hospital
Brook Avenue, Ascot, Berkshire, SL5 7GBContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Heatherwood Hospital.
Reviews
-
Review titled Day surgery
Rated 4 stars out of 5
by Rachel Wadsworth - Posted on 06 June 2024
My husband had a procedure on the day surgery unit yesterday and overall the service was great, but was negatively impacted by the manners and attitude of one particular receptionist. This particular receptionist let us into the unit at 7am and once my husband had checked in and she had asked who would be collecting him, I was dismissed immediately and very rudely. I was not given the chance to ensure my husband was settled and happy. Her rudeness and lack of social skills were made even more obvious when I returned to the unit to request an update on my husband. I was greeted my a very polite receptionist who went out of her way to get me an update and arrange for me to pop in and check on him for a couple of minutes. I overheard the rude receptionist say “what does she want?” Which the lovely receptionist replied “they have travelled from Southampton this morning, she has been sat in the car all morning and she just wants an update and to check on her husband”. She received a very blunt “oh”! I am fully aware that being a receptionist on a very busy unit can be stressful but manners and compassion cost nothing. This receptionists attitude had a negative impact on what was already a stressful day for myself and especially my husband. The main point of this post is to say thank you to the receptionist with manners and compassion but to ensure that the other receptionist is made aware of how her nagative and abrupt attitude impacts patients as well as their families visit to the unit.
Visited Don't know on June 2024
Heatherwood Hospital has not yet replied.
-
Review titled Thank You - Colonoscopy Team
Rated 5 stars out of 5
by Robert Chapple - Posted on 03 May 2024
Just wanted to say a big thank you to all the team who looked after a rather nervous patient yesterday - May 2nd. Reception and admission really quick and efficient, during the procedure made to feel as at ease as I could have been and everything explained and I was constantly monitored and asked how I was. Transferred to recovery was seamless and the colleagues there were very supportive. Thanks.
Visited Gastrointestinal and Liver services on May 2024
Review titled Heatherwood Hospital
Replied on 21 May 2024
Dear Robert, Thank you very much for taking the time to leave this great feedback about your recent experience with Frimley Health. It is wonderful to know that you were so well looked after and put at ease and it will be a pleasure to share your feedback with the team. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
-
Review titled Wonderful staff
Rated 5 stars out of 5
by Anonymous - Posted on 29 April 2024
The staff were wonderful and made the whole experience better. They were very kind and caring. There was also adequate parking right next to the hospital, the hospital was very clean and the department was easy to find.
Visited Gastrointestinal and Liver services on April 2024
Review titled Heatherwood Hospital
Replied on 21 May 2024
Dear Anonymous, Thank you very much for taking the time to leave this lovely feedback. It is wonderful to know that your experience was so positive and it is great to know that our greatest asset – out staff – were such great ambassadors for Frimley Health. I will share your feedback with the team. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
-
Review titled Still Waiting
Rated 3 stars out of 5
by Kay - Posted on 08 May 2024
I never before had any reason to put negative comments but this time, hospital let me down very badly. On 6th March,2024 I had my polyps removed and was told I would get my results within 6 weeks, today being 8th May I think they missed it big time. I had to chase my surgery for results and was told the hospital will write me a letter, well I am still waiting...not very good is it?
Visited Don't know on March 2024
Review titled Heatherwood Hospital
Replied on 21 May 2024
Dear Kay, Thank you for taking the time to get in touch. Please accept my apologies for the delay in getting back to you – and further please accept my sincere apologies on behalf of the Trust that this situation has arisen. I hope that by now you have results however if you have any further issues please contact the PALS team on fhft.palswexhampark@nhs.net. I will make the PALS team aware of the issues you have faced. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
-
Review titled Fantastic
Rated 5 stars out of 5
by Sarah woods - Posted on 07 February 2024
What can I say.. I cannot fault the staff in the day surgery unit, they were wonderful. Thank you so much. The hospital itself is so clean .
Visited Don't know on February 2024
Review titled Heatherwood Hospital
Replied on 18 March 2024
Dear Sarah, Thank you very much for taking the time to leave this lovely feedback about your experience at Heatherwood. It is lovely to hear that you were so well looked after and that your experience was so positive. I will share your feedback with the team involved who will be pleased to hear their work was so appreciated. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net***
-
Review titled Great care and patience on my MRI
Rated 5 stars out of 5
by David Tully - Posted on 07 December 2023
I suffer from claustrophobia, so an MRI is not ideal! I just want to say that the staff were amazing in making me feel at ease and comfortable. I can't thank them enough as I was, and had been anxious for a few weeks.
Visited Don't know on December 2023
Review titled Heatherwood Hospital
Replied on 21 December 2023
Dear David, Thank you very much for taking the time to share your recent experience of the MRI at Heatherwood. It is lovely to hear that you were so well looked after and that the staff were so good – I shall pass your message on to the team involved. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
-
Review titled Caring
Rated 5 stars out of 5
by Brian - Posted on 17 November 2023
Being my first visit to this hospital I did don’t know what to expect . From arrival to being seen by nurses and specialists all came across as caring and treated me as an individual . Can’t praise them enough
Visited Don't know on November 2023
Review titled Heatherwood Hospital
Replied on 27 November 2023
Dear Brian, Thank you very much for taking the time to leave this review following your recent experience at Heatherwood. It is reassuring to hear that you were so well looked after and that your experience was so positive and I will be delighted to share your feedback with the team. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
-
Review titled Wonderful hospital
Rated 5 stars out of 5
by Pauline Scott - Posted on 16 November 2023
I recently had my right knee replaced at Treetops 18 months after the left knee. I could not have had better care the staff are first class nothing is too much trouble they are so cheerful and they work so hard we are really fortunate to have such a great hospital. The only negative comment is the wfi is not great
Visited Don't know on November 2023
Review titled Heatherwood Hospital
Replied on 27 November 2023
Dear Pauline, Thank you very much for taking the time to leave this feedback following your recent stay in Treetops. It is lovely to read that your experience was so positive and I will enjoy sharing this with the team. I note also your comment about the poor wi-fi and I will share this feedback appropriately. Thanks again and KRs, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
-
Review titled Disappointed
Rated 1 star out of 5
by Attia Sajid - Posted on 14 May 2024
My son was referred to orthodontist more than a year ago. He got many appointments and his appointment gets rescheduled every time. He is turning 18 this July and hasn’t been seen by anyone. This is 5th time that he has been rescheduled for august and hopefully doesn’t get any cancellation or get rescheduled again. They never answer the calls and don’t give any option to leave a message.
Visited Dentistry and Orthodontics on October 2023
Review titled Heatherwood Hospital
Replied on 21 May 2024
Dear Attia, Thank you very much for sharing your experience and please accept my apologies that this situation has arisen. You message has been shared with the Head of Nursing for the hospital so hopefully you will have been contacted. If you need to take this further to get resolution please contact the PALS team on fhft.palswexhampark@nhs.net. I will make the PALS team aware of the issues you have faced. Thank you again and kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust ***We are always on the lookout for patients to tell their story and share their experiences of care – both good and bad – across Frimley Health on video for use internally across the Trust. These video stories are used – solely within the Trust – by the board and various teams for learning or as celebrations. If you have a story – either positive or negative – and want to know more please contact Mike Stone by email at mike.stone@nhs.net.***
-
Review titled Shame about the car park ticket scanning machine
Rated 4 stars out of 5
by Geoff - Posted on 01 September 2023
Parking far too complicated. I paid my £3.80, and then my dread as the barrier failed to allow me to leave, I now have a queue of cars behind me,(pouring with rain) I had to ask them all to back up to allow me to re park my vehicle and head back to the ticket officer, after convincing them I’d paid, they allowed me to leave. Many others were also struggling to scan their ticket.
Visited Don't know on August 2023
Review titled Heatherwood Hospital
Replied on 04 September 2023
Dear Geoff, Thank you for your feedback. Please accept my sincere apologies for the issues you encountered which I will share with the team responsible for the car-parking. Kind regards, Alex Jackson, Patient Experience Manager, Frimley Health Foundation Trust
Information supplied by Frimley Health NHS Foundation Trust