Friends and family recommendations

In July 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: “All the staff were very friendly and reassuring and made me feel at ease the whole time.”

Head & Neck ward: “The hospital and staff are excellent. I did not come into contact with any member of staff that did not go above and beyond to make you feel safe. If every hospital could follow East Grinstead ways it would be brilliant.”

Margaret Duncombe ward: “Feel I’m in a 5 star hotel….such pampering. The staff are so efficient and caring. Nothing is a bother to them. All this helps in my recovery.”

Ross Tilley ward: “This is such a lovely hospital. Lovely grounds, everyone is so lovely from dinner staff, cleaners, nurses, doctors, surgeons, they even played Cliff Richard for me while having my surgery. Can’t fault the hospital and can’t fault any staff. Thank you very much.”

Peanut ward: “All the care. very attentive, caring and friendly. Helpful and cheerful – nothing too much trouble.”

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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