Talking your language
If you do not speak English and need to have an interpreter for your appointment, please ask someone who speaks English to telephone the ward or department you are visiting. This telephone number should be on your appointment letter.
You can pick up an ‘I speak’ card at reception points which you can use to inform staff if you need an interpreter.
Most interpreting is now done via the telephone or over a video link on the ward or in a clinic. Only in exceptional circumstances will we offer a face to face interpreter.
Are there parking bays for blue badge holders at the hospital?
There are blue badge holder parking spaces near to all entrances and in the main car park areas. Please display your blue badge.
Please note: Parking concessions for blue badge holders have ended at all Frimley Health sites. Charges are now in place for blue badge holders who park in barrier controlled car parks.
Any patients, including blue badge holders, who are entitled to free parking through low income or benefits will still be able to reclaim the cost of parking.
Is there anyone who can support me?
All staff will be able to assist you but we recommend you bring a carer or support person with you to all appointments and inpatient visits, especially if communication is a concern, as this will make it easier for you. On arrival to a department or ward, please let the nursing team know if you have any special requirements to help you with your disability.
Are there accessible toilets?
Accessible toilets can be found throughout the hospitals. Please ask at reception on arrival if you think you may need one whilst in the trust.
Are leaflets provided in alternate formats?
A number of patient leaflets can be provided in easy read, large print, a number of different languages and in audio format on request.
Do I need to tell hospital staff that I have a disability?
You do not need to tell the hospital staff about a disability (e.g. a hearing difficulty), but it will greatly help us to treat you if we are fully aware of your needs.
With your permission we will record your additional need on the patient information computer system which will then 'alert' all hospital staff to your additional need. In addition, it is very helpful if the patient informs staff about a disability each time they visit the hospital so that any special needs can be met.
What extra measures are in place for people with a visual impairment?
Magnifying sheets are available to help inpatients and are available from every ward reception area.
All departments have signs that can be placed next to a patient's bed to remind staff that the patient has a sight impairment.
What extra measures are in place for people with a hearing impairment?
Chatterboxes and hearing enhancement boxes are available to help inpatients and are available from every ward reception area.
All departments have signs that can be placed next to a patient's bed to remind staff that the patient has a hearing impairment.
What extra measures are in place for people with a physical or mobility impairment?
For inpatients who have a physical disability, there is equipment on each ward to help support them. If possible, do contact the ward in advance of your admission to let them know which equipment you need during your stay and we can arrange for it to be ready for you on admission.
What do I do if my hearing aid breaks, or I need hearing aid batteries while I am an inpatient?
Replacement hearing aid batteries can be supplied if required.
A communicator is available on all wards for you to use if your hearing aid breaks during an inpatient stay.
Are there any facilities for people with a hearing impairment to use telephones?
At Frimley Park Hospital the telephones on the wards have a loop facility in the handset .
At Heatherwood and Wexham Park Hospitals many of the telephones are hearing aid compatible and can be accessed on request. A few wards have hearing loops, but not all. The BT payphones are not compatible.
Should I tell hospital staff how to help me with my disability?
Although we may have a record of your disability all staff rely on the patients and carers to let them know how they can be best supported.
Hospital staff learn a lot from patients and carers, and so don't be afraid to tell staff how you want to be communicated with and what equipment you require to assist you during you stay at the Hospital.
The Patient Advice and Liaison Service (PALS) provide advice and support about disability issues.
How can patients and carers become involved in disability awareness at the hospitals?
The Trust has specific routes for receiving suggestions and complaints about its services, including access. In the first instance, patients and carers should discuss any immediate problems, concerns or suggestions with the ward or clinic staff or the ward manager. The Patient Advice and Liaison Service (PALS) is very pleased to receive feedback from patients, carers and visitors and help them with their problems.
An English language introduction to health services in England for Nepalese residents