Friends and family recommendations
In March 2022, 100% 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: “The nurses and doctors were brilliant and did everything possible to make me comfortable during my stay. They explained in thorough detail how and when they were going to do procedures. The technical advancements they used were pretty impressive also. Aftercare also been arranged.”
Head & Neck ward: “Care was very well and nurses were kind and helpful. Check-ins up on me regularly. Refreshments were offered on a regular basis. Could not ask for better care from the staff.”
Margaret Duncombe ward: “All staff introduced themselves and stated their job and they could not be more helpful. All clinical actions were explained beforehand so I knew exactly what and why an action was taken.”
Ross Tilley ward: “Went over and above what was expected. Everyone was so kind and helpful at all times. Can’t fault it in any way.”
Peanut ward: “The care my daughter received was excellent. Nurses are very caring even though they were very busy they managed to care for me and my daughter very well.”
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.