Friends and family recommendations

In March 2018, 99% 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: “I would recommend your ward because of the excellent staff that work like angels. I couldn’t thank them all enough for the care and attention they gave me. Thank you so much.”

Peanut ward: “It’s an amazing experience and I am very happy my little one was referred to this hospital. Very friendly staff and best surgeons. Thank you all again.”

Margaret Duncombe ward: “At all times I was treated with respect, compassion and warmth. I felt safe and re-assured. It is a nice ward with a calm atmosphere. Staff were lovely, clearly had good working relationships with each other and were all professional in their approach and interactions. I couldn’t have asked for more. Thank you all!”

Burns: “Everybody is so kind, consultants, nurses. Doctors explain everything that is happening and what to expect. I have been kept pain free and comfortable. My room was very clean and my privacy considered at all times.”

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.