Friends and family recommendations

In February 2017, 98% 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 (all) were very friendly, professional and caring. The feel of the ward was very relaxed and comfortable, almost like being in a hotel. The ward was kept clean and the quality of the food was great. I felt very at ease during my stay at all times. Never being made to feel a burden and I was always being asked if I was alright or if I needed anything. If I have to I would gladly come back to this ward!

Peanut ward: Very well looked after. Everybody checked we understood everything and asked if we have questions. Very good service. Also having our own room and the play room are both excellent.

Margaret Duncombe ward: Everybody was so lovely and caring it made you think you had known them forever. Nothing was too much trouble for anyone. I have stayed at a private hospital before and this I would say was even better than that. 10/10.

Burns: All the staff without exception have been wonderful and have made me feel I’m getting the best care available.

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.