Friends and family recommendations

In April 2021, 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:

Burns: “All staff friendly and professional at all times. Questions always answered clearly and nothing too much trouble. Felt not judged, and treated compassionately regarding mental health.”

Margaret Duncombe ward: “The experience I have had here has been amazing. I have never had an operation before and all the staff have made me feel very calm and explained everything that they are doing. They have always met all my needs giving me the time even when they are very busy. I couldn’t have asked to be in a better hospital. Doctors and surgeons came at good times and the food was lovely.”

Ross Tilley ward: “I don’t have a big enough box – amazing! Amazing staff! Amazing team! Amazing care and support. Person centred care aimed at each as an individual. Just thank you for your care. Amazing hospital!”

Peanut ward: “The care received was 1st class – all nurses were kind and friendly and explained everything fully. Dr’s and anaesthetist were very thorough and explained everything. Put my son at ease.”

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.