"Communication and lack of ability to work..."

About: Frimley Park Hospital (Frimley)

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Came to Frimley today for an ERPC (my second time). It is just a little disappointing when you have such dedicated hardworking staff that everyone seems so disorganised and the communication and admin is disjointed. I turned up to find details of my scans at Heatherwood we're not on file so the registrar had to contact Heatherwood which proved difficult to get info quickly. When registrar disappeared after this I realised my GP may have a copy and so I called them and they said if Frimley called they would send info over by fax. I told the staff nurse who couldn't remember the registrar's name so therefore couldn't find her to tell her and then said it was only the registrar that could call the GP so we had to wait for her to come back. This all caused about 2 hours of delays. Secondly I started out in pre-op where I had my bag containing all the things I wanted after my op plus my clothes. I was told to leave them and they would be bought to the ward I was going to. This didn't happen so I had nothing the whole time I lay in bed - no clean underwear, no phone, no book or magazine. I chased 4 times but to no avail. Finally I was told I could go home but I couldn't because I had no clothes! Finally they turned up 2.5 hours after I came round from op and I could go home. Finally I wanted to look at the 3 pages in my file relating to my labour with my son in January but the file was taken out of my hand and I was told patients are not allowed to see their file. I find this incredible as I've already seen the pages as they were in my blue maternity file so I'm not sure why this is such an issue - it made me feel like you're trying to hide something. Another thing to note - when I arrived in pre-op my husband's name was on your list of beds, my name was no-where and I was in a bed for someone else who then arrived and had to sit in the waiting room. I did tell the staff but it didn't get corrected. I am actually very positive normally about Frimley as my baby son was born prematurely (9 weeks early) in January and spent a month in special care. We were both treated so incredibly well both when I was in labour and by the lovely staff in your special care team who are amazing. It's just a shame today didn't live up to your high standards. I hope it was just a one off today! Please get back to being amazing again! Thanks :-) Emily Burgess

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