Friends and family recommendations

In June 2019, 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: “Professional, kind and caring at all times. Total involvement in my care and full explanation of all procedures.”

Margaret Duncombe ward: “From the moment I arrived in the hospital, I received nothing but the most professional care and treatment. All the staff from the kitchen, cleaners, HCA , nurses, doctors and surgeons etc have been highly professional, caring and helpful and more than ready to do their utmost for you. I couldn’t think of a better place to have had my surgery and care and excellent treatment. A huge thanks to everyone involved and please remember never underestimate the difference you all make you the people you care for. You absolutely change peoples lives for the better, bless you all.”

Ross Tilley ward: “There is a relaxed and friendly atmosphere on the ward, nurses, doctors and ancillary staff all have the time to converse with you and listen to the answer which is very important, if you need something, the staff deal with it immediately. Staff remembered me from a year ago. It is a pleasure to stay in QVH.”

Peanut ward: “Great doctors and nurses. I was really well looked after, thank you. The theatre staff were great too!”

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.