Friends and family recommendations

In November 2018, 100% of inpatients said they were extremely likely/likely to recommend QVH to their friends and family.

Some of the patient feedback we received last month included:

Ross Tilley ward: “From the minute I arrived, the care that I have received has been absolutely fantastic. I can’t thank the doctors, nurses and all the other staff enough for their professionalism, hard work and care. Please keep up the good work.”

Peanut ward: “Every member of staff was brilliant. We felt at ease and worries were eliminated. My daughter didn’t want to leave, which isn’t something you’d expect at a hospital.”

Margaret Duncombe ward: “The care and treatment I received was really marvellous. All the staff at the hospital were just amazing. I felt that I have was always in the safest hands. I am so grateful of the wonderful, excellent care; thank you all so very much.”

Burns: “I found the doctors easy to talk to and they explained the procedures of the different type of treatment. Also, I found the treatment from the nurses second to none. They were friendly, caring and nothing was too much for them. I was kept informed of all procedures and treatment to be done. I cannot thank them enough for all their help to aid my recovery.”

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.