Friends and family recommendations

In April 2019, 98% 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: “From arrival at hospital, the staff were very caring and helpful, from the cleaners to the nurses. They explained everything to me and helped me with care. Thank you so much.”

Margaret Duncombe ward: “The staff from bottom to top and the care and compassion is a top priority. All aspects of patient care is top quality and I cannot praise the hospital enough. You are all angels and miracle workers. Thank you from the bottom of my heart.”

Ross Tilley ward: “Friendly reception – everyone willing to help (esp those awkward patients like me who keep asking for this or that!) Very professional whilst still being friendly. I liked the way everyone introduced themselves by name as well as saying what they did.”

Peanut ward: “The team were fab at calming our slightly anxious/scared four year old. She has never had to come to hospital and the experience was less daunting due to the care and efficiency of staff and theatre team. We had already been allocated a room and a doctor which was great and made a difference.”

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.