Friends and family recommendations

In August 2024, 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: “Excellent care from everyone on the ward, the theatre and recovery too. I felt really well looked after the whole time. Concerns were discussed, full explanations given, the communication was excellent, the room was clean – cleaned daily by cleaning staff who were friendly and accommodating. I cannot fault the excellent care given. It is a benchmark to any ward, unit or hospital. Food was good. Caring, kind compassionate, articulate, knowledgeable staff at all levels.”

Critical care unit: “From the moment I walked through the door, I felt comfortable and reassured. This is my only surgery since 1948, so quite a challenge. The whole team are wonderful people, especially Mark, a chap with so much knowledge. He made my day. Keep working the magic.”

Head and neck unit: “I enjoyed my stay at QVH. The care was patient-centred – I felt like I was the only patient in the hospital. The doctor’s and surgeon’s explanations were very clear and concise, and the nurses / HCAs were very friendly. Thank you all.”

Margaret Duncombe ward: “Frankly, I’m in awe of your team here and the exceptionally well-organised machine that they are. I have been assessed by people I could tell were experts in their field; received a thorough diagnosis; prescribed a course of treatment which has proved effective and exactly what was needed to attack and eradicate the problem; with every action carried out with a level of expertise, professionalism, experience and friendliness that I haven’t been the recipient of at any other medical facility in my 42 years.”

Minor Injuries Unit: “My son received some of the best care in the Minor Injuries department, followed by Peanut ward. Lovely doctors and nurses, very compassionate and caring and were brilliant with our son. Couldn’t have made the whole process any nicer and easier for us.”

Peanut (childrens’) ward: “The care given to my son has been totally amazing. He celebrated his 16th birthday whilst on the Peanut ward and the nurses sang to him and got him a cake and gifts.”

Ross Tilley ward: “I am blown away by all the staff here. You’ve all shown me compassion, kindness and calmed my fears. Thank you for all your help and hard work. I am very grateful and you have all been amazing. The best hospital and best milkshakes.”

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: 11 September 2024.