"Standard of care depends on diagnosis"

About: Frimley Park Hospital (Frimley)

I have very mixed experiences of Frimley Park Hospital. I have spent a long time in and out of hospital due to a complex medical history. I have found if the diagnosis is simple (and physical) the care is fantastic. Nurses treat you with respect and compassion and generally doctors give you time to talk through any questions or worries you have. You are offered help with personal care if unable to do things for yourself. The only problem I have found with this respect is getting the correct pain relief. Unfortunately I am allergic to a lot of pain medications but several times I have been in the hospital (A&E, SAU and some of the F Wards) and either been refused pain relief after finding out I can't take paracetamol or given a dose of something that I have already told them does not work for me. I have spent many hours in a lot of pain, while nursing staff tell me they can't do anything and they would have to call a doctor to prescribe something, which they give the impression that this would be too much effort for them and that I should stop being a nuisance. However, I have also experienced a lot of very bad treatment and care within the hospital. My medical problems are not simple and I do also suffer from mental health problems. I have found the majority of staff I've met to be completely clueless when it comes to both mental illness and more complex medical problems. Some staff have insinuated that I am a time waster or making my symptoms up, despite having confirmation from other consultants and my GP that there is a genuine problem. I was also told by one ward Sister that I had no need to be at the hospital (despite being referred as an emergency by my GP) and that I was causing my parents and the hospital a nuisance. I felt completely humiliated and targeted and I now worry what will happen if I ever need to go back to this ward in the future. I really wish that staff would have more understanding of mental illness, and not treat sufferers like all their problems (physical or otherwise) are their fault. It is difficult enough living with mental illness, but to then be made to feel you do not deserve help and treatment when you are particularly vulnerable is really horrible. I also wish there was more understanding of complex medical problems and that patients were not made to feel a nuisance just because their symptoms and test results don't match up with a textbook illness.

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Response from Frimley Park Hospital

Thank you for taking the time to share your mixed experiences of Frimley Park Hospital on NHS Choices. We will pass your comments on to the relevant departments that you mention. We aim to treat all patients with compassion and understanding at all times, so we are sorry if you feel that on occasions we have not achieved this. We would be grateful if you were able to contact our Patient Advice and Liaison service on 01276 526530 or palsusers@fph-tr.nhs.uk to discuss further. Listening to feedback from a patient’s perspective helps us to learn how we may improve care in the future.

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