Friends and family recommendations

In March 2023, 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: “Staff treated me like a human being. They made my stay a pleasure.”

Head & Neck unit: “All members of staff I dealt with were amazing. All extremely kind, considerate and polite. Being in hospital isn’t nice but they made my time in hospital a lot better.”

Ross Tilley ward: “It’s the people that make QVH what it is – so very friendly as well as efficient. Would give it highest recommendation.”

Peanut (children’s’) ward: “Amazing care, very friendly staff, everything has been really smooth and well organised. Quite a stressful day for us but staff and nurses have made it a very nice experience.”

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.