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Patient News

CQC Patient Feedback

Your feedback helps make care better

We use what people tell us to understand the quality of care they get from services like care homes, care agencies, hospitals and GPs. It helps make care better for everybody.

We look at it alongside other information. For example, information from the service itself or what we found when we last visited them.

We only cover services in England.

We may want to contact you

You do not have to give us your name or contact details. But it's more likely we can take action if you do.

Give feedback on care - Care Quality Commission (cqc.org.uk)

Your feedback helps make care better

We use what people tell us to understand the quality of care they get from services like care homes, care agencies, hospitals and GPs. It helps make care better for everybody.

We look at it alongside other information. For example, information from the service itself or what we found when we last visited them.

We only cover services in England.

We may want to contact you

You do not have to give us your name or contact details. But it's more likely we can take action if you do.

Give feedback on care - Care Quality Commission (cqc.org.uk)

15 Jan, 2024
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Need help with your muscle or joint problems?

The getUBetter MSK app is provided free of charge by Frimley Health & Care ICS for registered patients at GP Practices. It can be accessed on a Smartphone or on the Web, and guides you day-by-day through a sequence of exercises, tips, and support to help you recover from a range of new, recurrent or long term conditions:

  • Lower back pain
  • Back and leg pain
  • Neck pain
  • Shoulder pain
  • Ankle pain
  • Knee pain
  • Soft Tissue Lower Limb pain
  • Hip pain

You can self-refer to the app by clicking on this link

Please use an email address that is unique to you and select the condition you need help to manage. We will then send you an email with all the information you need to get started.

You can download the getUBetter MSK app to your Smartphone for easiest access, or you can use the Webapp.

If you develop another condition, select your new condition from within the app and it will be added to your account.

The getUBetter MSK app is provided free of charge by Frimley Health & Care ICS for registered patients at GP Practices. It can be accessed on a Smartphone or on the Web, and guides you day-by-day through a sequence of exercises, tips, and support to help you recover from a range of new, recurrent or long term conditions:

  • Lower back pain
  • Back and leg pain
  • Neck pain
  • Shoulder pain
  • Ankle pain
  • Knee pain
  • Soft Tissue Lower Limb pain
  • Hip pain

You can self-refer to the app by clicking on this link

Please use an email address that is unique to you and select the condition you need help to manage. We will then send you an email with all the information you need to get started.

You can download the getUBetter MSK app to your Smartphone for easiest access, or you can use the Webapp.

If you develop another condition, select your new condition from within the app and it will be added to your account.

Remote Monitoring for Complex and Frail Patient

We have been identifying patients who may benefit from additional support in the form of a remote health monitoring service which will be operated by our healthcare partner, Berkshire Primary Care. Eligible patients will receive a text message with a questionnaire as well as a leaflet with more information. If you have any queries, please email frimleyicb.ringmead.healthtriangle@nhs.net

We have been identifying patients who may benefit from additional support in the form of a remote health monitoring service which will be operated by our healthcare partner, Berkshire Primary Care. Eligible patients will receive a text message with a questionnaire as well as a leaflet with more information. If you have any queries, please email frimleyicb.ringmead.healthtriangle@nhs.net

4 Aug, 2023
How you make a complaint about primary care services has changed

There are two ways people can make a complaint about GPs, dentists, opticians or pharmacies:

o They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or

o They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received.

After 1 July 2023 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the Complaints team via new contact details below:

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill 

Aldershot 

Hampshire 

GU11 1AY

Phone number: 0300 561 0290

Email address: frimleyicb.southeastcomplaints@nhs.net

As each email received is so important to the team, an acknowledgement to all complaints will be sent as soon as possible.

Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.

Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.

Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.

There are two ways people can make a complaint about GPs, dentists, opticians or pharmacies:

o They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or

o They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received.

After 1 July 2023 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the Complaints team via new contact details below:

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill 

Aldershot 

Hampshire 

GU11 1AY

Phone number: 0300 561 0290

Email address: frimleyicb.southeastcomplaints@nhs.net

As each email received is so important to the team, an acknowledgement to all complaints will be sent as soon as possible.

Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.

Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.

Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.

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NHS App: A More Secure and Reliable Way to Receive Messages from Your Surgery

Please click the link below to download the NHS App.

NHS App | www.nhs.uk

Please click the link below to download the NHS App.

NHS App | www.nhs.uk

18 Aug, 2023
Worried about Strep A or Scarlet Fever?

Dr Streeter De Diego, local GP, Paediatric Doctor & Clinical lead Frimley Healthier Together, talks through what to do if you're worried and when to seek help.

Dr Streeter De Diego, local GP, Paediatric Doctor & Clinical lead Frimley Healthier Together, talks through what to do if you're worried and when to seek help.

Kilnik GO Live on 28th September

We are excited to let you know that we will be launching our new online consultation service Klinik on Wednesday 28th September at 8am.

If you have a clinical or non-clinical enquiry you could save time by visiting our website www.evergreenpracticegp.nhs.uk, and click on the secure link. You will be asked to complete a simple form that enables you to provide us the information needed to direct your enquiry to the right member of the practice team. Please note this is only available between 8am and 4pm Monday to Friday. If it is after 4pm and your issue needs to be dealt with urgently that day, please call the surgery and the staff will complete the form with you on your behalf. 

We have been aware for some time of the pressure on the phone system and the stress this causes for both patients and staff members and over the past year have been looking at ways to improve our service. We also wanted a system that could help us to make better use of the other clinicians we now have access to such as Paramedic Practitioners, Advanced Nurse Practitioners, Clinical Pharmacists, First Contact Physiotherapists and the Community Pharmacy Consultation Service. Our aim is to make sure we offer fair access to our appointments based on medical need.

For more information about Klinik  visit their Frequently Asked Questions page for patients at Patient FAQs (klinikhealthcaresolutions.com)

We are excited to let you know that we will be launching our new online consultation service Klinik on Wednesday 28th September at 8am.

If you have a clinical or non-clinical enquiry you could save time by visiting our website www.evergreenpracticegp.nhs.uk, and click on the secure link. You will be asked to complete a simple form that enables you to provide us the information needed to direct your enquiry to the right member of the practice team. Please note this is only available between 8am and 4pm Monday to Friday. If it is after 4pm and your issue needs to be dealt with urgently that day, please call the surgery and the staff will complete the form with you on your behalf. 

We have been aware for some time of the pressure on the phone system and the stress this causes for both patients and staff members and over the past year have been looking at ways to improve our service. We also wanted a system that could help us to make better use of the other clinicians we now have access to such as Paramedic Practitioners, Advanced Nurse Practitioners, Clinical Pharmacists, First Contact Physiotherapists and the Community Pharmacy Consultation Service. Our aim is to make sure we offer fair access to our appointments based on medical need.

For more information about Klinik  visit their Frequently Asked Questions page for patients at Patient FAQs (klinikhealthcaresolutions.com)

New Registrations

Please note that it will take 2 to 3 weeks to fully register any new patients.

Please bear with us.

Thank you in advance for your co-operation. 

Please note that it will take 2 to 3 weeks to fully register any new patients.

Please bear with us.

Thank you in advance for your co-operation. 

Help us help you get the right urgent care and support

Frimley Health has launched a new electronic patient record system that is affecting the Accident and Emergency (A&E) departments at Wexham Park and Frimley Park Hospitals. Safety remains paramount, so please be patient with the staff. Waiting times are likely to be longer than usual. 

Unless it’s an emergency remember there are lots of alternatives for you to make use of:

  • Visit your local pharmacy
  • During the day contact your GP practice via online consultation or phone
  • Contact NHS 111 online, www.111.nhs.uk or dial 111. If you are calling NHS 111, please be patient. NHS 111 may advise you to contact your GP or its out-of-hours service or attend the Bracknell Minor Injuries Unit.
  • For minor injuries, such as sprains and strains, suspected broken limbs, or minor head injuries, visit the Minor Injury Unit at Brants Bridge in Bracknell or the High Wycombe Urgent Care Centre – open 8 am-8 pm 7 days a week.

Anyone with a life-threatening condition should call 999. Help us to help you by seeking alternatives to A&E where it is safe to do so.

Frimley Health has launched a new electronic patient record system that is affecting the Accident and Emergency (A&E) departments at Wexham Park and Frimley Park Hospitals. Safety remains paramount, so please be patient with the staff. Waiting times are likely to be longer than usual. 

Unless it’s an emergency remember there are lots of alternatives for you to make use of:

  • Visit your local pharmacy
  • During the day contact your GP practice via online consultation or phone
  • Contact NHS 111 online, www.111.nhs.uk or dial 111. If you are calling NHS 111, please be patient. NHS 111 may advise you to contact your GP or its out-of-hours service or attend the Bracknell Minor Injuries Unit.
  • For minor injuries, such as sprains and strains, suspected broken limbs, or minor head injuries, visit the Minor Injury Unit at Brants Bridge in Bracknell or the High Wycombe Urgent Care Centre – open 8 am-8 pm 7 days a week.

Anyone with a life-threatening condition should call 999. Help us to help you by seeking alternatives to A&E where it is safe to do so.

15 Jun, 2022
20 May, 2022
Summer safety awareness to keep children safe

NHS services are urging local people to be more alert to risks associated with warm weather this summer. 

NHS Frimley Clinical Commissioning Group (CCG), which plans and funds the majority of health services provided to local people, are supporting a summer safety video, entitled ‘Keep your kids live and kicking this summer’. 

The video highlights the risks of leaving babies and infants unsupervised near water or open windows, particularly when parents and carers can be distracted. 

Babies and infants need constant supervision around water – whether this is in the bath, paddling or swimming pool, by ponds, rivers or lakes. They also need supervision around open windows. 

Debbie Hartrick, the CCG’s Director for Safeguarding, said: “While incidents of drowning or near drowning are rare, it is really important that the safety of infants and children around water and open windows remains at the forefront of our minds, especially with the warmer days ahead. 

“Pools, ponds and baths can keep your kids cool in the hot weather. However, water can also be dangerous for children if parents and carers don’t pay attention. 

“With more and more families still spending more time at home due to Covid-19, we know that children will be playing in garden paddling pools and it’s important that they do so safely.” 

She added: “Young children can drown in less than two inches (six centimetres) of water, in only 20 seconds. If they are very young, you won’t even hear them. They can slip under the water without making a splash or a sound. 

“Young children don’t understand that a fall can kill them – just as they don’t understand that water can kill them.” 

“Getting distracted by a mobile phone, talking to other people, or wandering off when your child is around water can lead to tragedy. 

“By spreading these key messages, we can all help to keep our young children live and kicking this summer.” 

The video was first launched by commissioners in the east of Berkshire in 2017 and has been widely shared over the years.

NHS services are urging local people to be more alert to risks associated with warm weather this summer. 

NHS Frimley Clinical Commissioning Group (CCG), which plans and funds the majority of health services provided to local people, are supporting a summer safety video, entitled ‘Keep your kids live and kicking this summer’. 

The video highlights the risks of leaving babies and infants unsupervised near water or open windows, particularly when parents and carers can be distracted. 

Babies and infants need constant supervision around water – whether this is in the bath, paddling or swimming pool, by ponds, rivers or lakes. They also need supervision around open windows. 

Debbie Hartrick, the CCG’s Director for Safeguarding, said: “While incidents of drowning or near drowning are rare, it is really important that the safety of infants and children around water and open windows remains at the forefront of our minds, especially with the warmer days ahead. 

“Pools, ponds and baths can keep your kids cool in the hot weather. However, water can also be dangerous for children if parents and carers don’t pay attention. 

“With more and more families still spending more time at home due to Covid-19, we know that children will be playing in garden paddling pools and it’s important that they do so safely.” 

She added: “Young children can drown in less than two inches (six centimetres) of water, in only 20 seconds. If they are very young, you won’t even hear them. They can slip under the water without making a splash or a sound. 

“Young children don’t understand that a fall can kill them – just as they don’t understand that water can kill them.” 

“Getting distracted by a mobile phone, talking to other people, or wandering off when your child is around water can lead to tragedy. 

“By spreading these key messages, we can all help to keep our young children live and kicking this summer.” 

The video was first launched by commissioners in the east of Berkshire in 2017 and has been widely shared over the years.

24 hours dedicated Advice line for pregnant women

Frimley Health's new 24-hour telephone triage service supporting pregnant women and new mums goes live at Wexham Park Hospital on 28 April 2022. 

The Maternity and Midwifery Advice and Support (MAMAS) Line is a collaboration with South Central Ambulance Service (SCAS) and provides a single point of contact for women from 16 weeks into their pregnancy through to 28 days postpartum.

A team of our midwives will give consistent, evidence-based advice to women who are concerned about their pregnancy or who think they may be in labour. They will signpost other callers to alternative services when appropriate.

From 28 April at Wexham Park, mothers and families should call 0300 013 2004 to contact MAMAS Line. The same number will be able to be used by Frimley Park families in a few weeks' time.

The team, which will be based at the SCAS northern headquarters in Bicester, Oxfordshire, will also monitor 999 calls, enabling them to provide support when needed and to offer guidance to paramedics on the road. Their expertise could result in some ambulance callouts being stood down, ensuring they are available to respond to other emergencies. 

The scheme will replace separate telephone triage lines currently operating at Wexham Park and Frimley Park hospitals, ensuring all future calls are answered in a timely manner and improving the experience for women.

The initiative is another example of the Trust collaborating with our partners to improve services for our communities - one of our key strategic ambitions.

The new phone number will be shared with women in their maternity notes and widely publicised in our hospitals, clinics and in the community. 

Debbie Simkin, Lead Midwife for the Telephone Triage Project, said: “This brand new and innovative pregnancy advice telephone line will give women and community clinicians access to 24-hour evidence-based, consistent advice and support from midwives via a single point of contact.

“It will maximise our clinical expertise and empower women during pregnancy, birth and the postnatal period.”

Frimley Health's new 24-hour telephone triage service supporting pregnant women and new mums goes live at Wexham Park Hospital on 28 April 2022. 

The Maternity and Midwifery Advice and Support (MAMAS) Line is a collaboration with South Central Ambulance Service (SCAS) and provides a single point of contact for women from 16 weeks into their pregnancy through to 28 days postpartum.

A team of our midwives will give consistent, evidence-based advice to women who are concerned about their pregnancy or who think they may be in labour. They will signpost other callers to alternative services when appropriate.

From 28 April at Wexham Park, mothers and families should call 0300 013 2004 to contact MAMAS Line. The same number will be able to be used by Frimley Park families in a few weeks' time.

The team, which will be based at the SCAS northern headquarters in Bicester, Oxfordshire, will also monitor 999 calls, enabling them to provide support when needed and to offer guidance to paramedics on the road. Their expertise could result in some ambulance callouts being stood down, ensuring they are available to respond to other emergencies. 

The scheme will replace separate telephone triage lines currently operating at Wexham Park and Frimley Park hospitals, ensuring all future calls are answered in a timely manner and improving the experience for women.

The initiative is another example of the Trust collaborating with our partners to improve services for our communities - one of our key strategic ambitions.

The new phone number will be shared with women in their maternity notes and widely publicised in our hospitals, clinics and in the community. 

Debbie Simkin, Lead Midwife for the Telephone Triage Project, said: “This brand new and innovative pregnancy advice telephone line will give women and community clinicians access to 24-hour evidence-based, consistent advice and support from midwives via a single point of contact.

“It will maximise our clinical expertise and empower women during pregnancy, birth and the postnatal period.”

Infection Prevention Control guidelines to remain

The highest priority for the NHS remains the safety of staff, patients and visitors. While COVID restrictions will end in many settings in England from 19 July, everyone accessing or visiting healthcare settings must continue to wear a face covering (unless they are exempt) and follow social distancing rules.

Public Health England’s infection prevention control guidelines and hospital visiting guidance are therefore set to remain in place for all staff and visitors and across all health services including hospitals, GP practices, dentists, optometrists and pharmacies to ensure patients and staff are protected.

Read the infection prevention control guidance for further details.

The highest priority for the NHS remains the safety of staff, patients and visitors. While COVID restrictions will end in many settings in England from 19 July, everyone accessing or visiting healthcare settings must continue to wear a face covering (unless they are exempt) and follow social distancing rules.

Public Health England’s infection prevention control guidelines and hospital visiting guidance are therefore set to remain in place for all staff and visitors and across all health services including hospitals, GP practices, dentists, optometrists and pharmacies to ensure patients and staff are protected.

Read the infection prevention control guidance for further details.

Related Information