Friends and family recommendations

In February 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:

Peanut ward: “All staff were amazing from when we first arrived and made us feel at ease. Not only my child but us parents. Lovely staff all round!”

Margaret Duncombe ward: “Wonderful staff, all very efficient and caring in all areas. Wards etc. kept very clean and tidy. Food good, nice choices. All so comfortable and make you feel so relaxed, would have no hesitation at returning here but hope not to!”

Ross Tilley ward: “I have been in and out of QVH both as outpatient and inpatient many times over the last month. Every time I have had a great experience. The staff at all levels and departments are caring, compassionate & dedicated. The consultants are also excellent and take time to explain things. If I ever needed to go to hospital, I would want it to be QVH.”

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.