Friends and family recommendations

In November 2023, 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: “Everyone was so kind  and thoughtful. Nothing was too much trouble. The best. Excellent”

Critical care unit: “The team overall were fantastic. I suffered quite a bad bleed and the crash team got me to theatre very quickly. I was most impressed with the staff basically saved my life. They are also amazing.”

Head and neck unit: “Could not wish for a better team here on head and neck. Everyone from the housekeeping team, the nurses and doctors are amazing. Really putting patients first and foremost and delivering the best care. Thank you all so much.”

Margaret Duncombe ward: “The team have all provided excellent care. Full explanations. The Queen Victoria is a very good hospital – clean, very well organised. Good handovers. Couldn’t ask for more.”

Ross Tilley ward: “Just amazing! From the moment we arrived we couldn’t have received better care. kind, efficient and good humoured. You made a stressful situation so much more bearable.”

Peanut (childrens’) ward: “All the nurses were extremely patient. We felt safe and very well looked after. The doctor and anaesthetist were also helpful.”

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: 4 December 2023