"Noticeable change in ethos."

About: Frimley Park Hospital (Frimley)

I attended Gynaecology on 2 Dec 2015. The reception staff were excellent. Saw a doctor and a consultant. The doctor listened with empathy and gave advise and consulted their senior doctor on some issues.

The consultant was okay but I wish they would listen a bit more....and put the human side into things. Just being bombarded with this info and that info without really listening is awful confusing and upsetting!

The most worrying part was when I went to have bloods taken. A member of staff saw me...no hallo ...no smile. Just pointed to chair! And I was then asked to confirm my name. I then said to them ' what's happened to this hospital? Everyone seems so stressed!' And with that their mood changed considerably!

Then I headed to the Pharmacy...to encounter a person at other end of counter. I stood at counter. No acknowledgment. They then start to berate their colleagues as I stood there about the fact that they seemed to be working alone!

They then took my prescription...no hallo. Says come back in 20mins and turned on their heel.

Frimley Park hospital has never been this way....and am afraid the ethos is changing.

Hope someone does something to hold on to what makes this hospital so good.

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Response from Frimley Park Hospital

Thank you for taking the time to leave your feedback.

I'm pleased that parts of the service you received were excellent.

From what you have described we clearly have some more work to do in staff living the Trust values and making the hospital a warm and welcoming place to be.

I'm sorry that this wasn't your experience.

I will feed your comments back to the departments you mention but also to our training & development department so they can share your feedback in our customer care training.

Kind Regards

Claire Marshall

Head of Patient Experience

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