Friends and family recommendations

In July 2021, 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: “The team are amazing. You guys are the best!!!!! You’ve given me so much care and love. You are great professionals. Thanks all for your hard work.”

Margaret Duncombe ward: “You have a happy staff! This reflects on the service and atmosphere of the place. I couldn’t have asked for better care & attention, This was from the phone calls from per-assessment to the excellent ward care to the Dr’s understanding & explanations. I’ve been to many hospitals & this is gold star, staff wise.”

Ross Tilley ward: “I found the staff to be friendly & professional at all times. They should be very proud of themselves. They are worth their weight in gold.”

Peanut ward: “All the staff were very friendly, clear and reassuring. The ‘going to theatre’ book was great. What could we do better? Nothing, we were happy with our visit.”

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.