Friends and family recommendations

In September 2019, 98% 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: “Professional surgeons and anaesthetists, clear explanations. Opportunity to ask questions, caring, friendly nursing staff. Felt reassured and cared for at every point. Lots of smiles! Spotlessly clean, procedures all fully explained. Nothing too much trouble. Expert pain relief night staff caring and even cups of tea at 4 in the morning.”

Margaret Duncombe ward: “Absolutely amazing staff – informed on choices regarding my care and my medical issues. Staff, doctors and nurses are fabulous and friendly and exceptionally clean wards.”

Ross Tilley ward: “You have to experience QVH to fully appreciate how good it is! Despite the fact they are extremely busy the ‘staff’ (at all levels) carry out their tasks with an air of quiet efficiency and always with a smile that makes you feel ‘special’. Can’t fault the hospital or its staff in any way. My grateful thanks to everyone.”

Peanut ward: “What was good? Lovely staff, good facilities. We were looked after and kept informed at all times. What could we do better? I can’t think of anything.”

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.