Friends and family recommendations

In July 2025, 99% of inpatients said they were extremely likely or likely to recommend QVH to their friends and family.

Some of the patient feedback we received during the month included:

Burns unit: “Fantastic care throughout. Answered all questions, helped with dietary requirements and were very good with guests. They understood and helped with pain management. Excellent bedside manner. Nurses have been so friendly and always smiling.”

Corneo department: “My care was brilliant. The staff are also absolutely brilliant; there is nothing they won’t do for you. Anything you ask, they will do their best to give you, and I wish everybody was like that. Thank you very much for your help.”

Critical care unit: “Treated like a person, not a case. Calls were answered promptly and everything explained.”

Margaret Duncombe ward: “I found the staff very caring and understanding, all with their own individual personalities: bubbly, supportive, caring, understanding, and nothing was too much to ask. They have made this part of my cancer journey very pleasant.”

Maxillofacial department: “I was very impressed with the way I was greeted, and my son (who brought me there). He was impressed as well, as they considered not just me, but him too. The timing was also amazing compared with how you have to wait sometimes at other places. I was very pleased with the way I was treated.”

Minor Injuries Unit: “The doctor was very good with our autistic child and gave him the time and respect he needed to process the questions asked, and made him feel safe and at ease.”

Peanut (childrens’) ward: “My son and I were very happy to find he had his own room. The staff have all been amazing – kind, helpful and understanding. As mum, I felt particularly grateful for the lovely lady who made sure I was okay when I felt faint as my son was going down to surgery. All in all, the care here was above and beyond what we could have expected.”

Plastics department: “Absolutely first class service; thank you very, very much. No waiting time, just straight in. The nurse that attended to me, and everything else, was all first class.”

Ross Tilley ward: “I’ve had many hospital stays, both privately and NHS. This has been, without a doubt, the best level of care that I have received. The nurses have been great, as have the HCA and support staff. A couple of nurses really shone for me and encouraged me where needed, as well as having patients with me. Your student nurses were fantastic and are a real credit to the future. The whole team were just superb and you should be proud of the quality of care provided.”

Sleep Disorder Centre: “The technician that saw me was most helpful and professional, and the ladies at reception were wonderful.”

You can read more of what patients say about us on our NHS Choices page and on the Care Opinion website.

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 survey and the 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 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.

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Page last updated: 12 February 2025.