Friends and family recommendations

In January 2025, 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 unit: “The most amazing bunch of humans I have ever met. Kind, sympathetic, understanding, practical and supportive. Can’t give them enough praise.”

Corneo department: “Since I’ve been coming to the Queen Victoria Hospital, I’ve been treated with nothing but great care, compassion and thoughtfulness. An absolutely excellent service. I’ve now basically had my last appointment and everything is just absolutely amazing. Amazing staff, consultants, nurses, cleaners, everything. Even spent time in the hospital; they were beyond reproach. In fact, as far as I’m concerned, the whole system from turning up to when I left was beyond reproach. Thank you.”

Critical care unit: “Very good care and attention. Everyone was so friendly and caring. They listened carefully if you had any problems and they have been fantastic and so helpful. They have really helped so much with my recovery.”

Head and Neck unit: “Just had the most lovely experience from the offset. Everything was explained to me very well. All staff did everything they could to help with my anxiety levels. Such wonderful, kind, attentive and professional staff and I thank every one of them.”

Margaret Duncombe ward: “You are all angels. Your care, kindness, patience and support is overwhelming. Not to mention humour and a reassuring ‘it will be okay’ when you are scared. Wonderful, wonderful people.”

Maxillofacial department: “I feel that I was greeted very promptly, very pleasantly, by the staff. I feel that they took care to make sure that I was alright when I was treated. I couldn’t have asked for better treatment, or their attitude. I couldn’t have asked for better from anyone that I met. So, thank you very much.”

Minor Injuries Unit: “Nothing could be done better – seen within 5 minutes, taken seriously and referred to specialist and being seen by specialist within the hour. Given a plan of care and admitted to a bed in the hospital having met the specialist team, on IVABs and clear plan within 3 hours of arriving on site. Gold standard care at all times. All staff friendly and helpful, nothing is too much trouble.”

Peanut (childrens’) ward: “The care and attention and advice have been perfect, friendly and welcoming. Staff assured us of healing times and how to treat at home.Staff have been understanding and calm. Personally, this is the best, most straightforward care we have received – both myself and my partner have agreed.”

Plastics department: “I must say, thank you to my surgeon and consultant, who have handled my situation and my problem with care and attention. I thank him, and I thank the staff who contributed to my care. Thank you very much.”

Ross Tilley ward: “The care I received has been second to none. All the staff have been very caring, calm and professional. Despite my injury, I have had a great time here.”

Sleep Disorder Centre: “Reception excellent. Consultant excellent. As an experience, the Sleep Centre team vastly exceeded my expectations and cared for me with professionalism and dignity.”

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.