Friends and family recommendations

In May 2017, 99% of inpatients said they were extremely likely/likely to recommend QVH to their friends and family.

Some of the patient feedback we received last month included:

Ross Tilley ward: The staff on Ross Tilley ward are some of the best in the NHS and I am proud to have known them. Also, the doctors here are some of the best. They take the time to explain what was happening. This hospital and trust can be proud of their staff.

Peanut ward: Staff are knowledgeable and friendly, always calm, ward facilities brilliant, very clean, decorations for kids rooms are lovely.

Margaret Duncombe ward: The care I received has been amazing – all members of staff were friendly and professional, took pride in their work and made me feel very individual. The work they do here is A class and I wish to pass on my thanks to EVERYONE who contributed to my care over the last six days on the ward.

Burns: I have never been so welcomed and kept up to date with all my treatment etc. All staff are first class. Such a nice hospital.

You can read more of what patients say about us on our NHS Choices page.

About the friends and family test

All NHS hospitals publish their ‘friends and family test’ scores each month. It is a simple measure to help the NHS understand how well it is caring for patients and to enable patients to compare the performance of different hospitals and wards.

How are the scores used?

The scores are also collected and published nationally on the NHS Choices website to help patients compare hospitals.

At QVH we like to know what our patients and visitors think of their experience so that we can continue improving. There are a variety of ways we get feedback from patients. See how to feed back for more details.

Because the scores are collected and published monthly they provide up-to-date information on the performance of each ward. We also use patient feedback and data from a wide variety of other sources, including national and local surveys, to help us monitor and improve patient care. These include the national inpatient surveynational outpatient survey and national cancer patient survey.

We publish an annual patient experience report which reviews the feedback we have received and sets out progress with our rolling plan of action to improve patient experience.

Actions taken as a result of feedback we have received include:

  • Increasing the size of disabled parking bays
  • Installing new parking meters which allow an hourly charge, rather than the previous three-hour minimum
  • Introduction of media screens in outpatient departments to provide better information about waiting times in the clinics
  • Installing new self-check in kiosks in outpatients. These make checking-in quicker and more convenient for patients, enhancing confidentiality and free up receptionists to assist patients and respond to queries.