Friends and family recommendations
In August 2019, 99% 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: “I have found the staff and treatment very high in my estimation. The treatment has been excellent and everything explained. The staff are absolutely brilliant. I could not have been in a better place.”
Margaret Duncombe ward: “All staff are very friendly and look after you very well day and night, making sure you are comfortable and at ease. Checking if you need anything. Always smiling, welcoming and warming.”
Ross Tilley ward: “The standard of care and friendliness of all the staff is excellent. I’ve been in this ward a few times now and can thoroughly recommend it to anyone that needs treatment. The same goes for the whole of Queen Victoria Hospital.”
Peanut ward: “The whole experience was amazing. Clean, friendly, made my 5 year old daughter so comfortable. She didn’t want to leave!”
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 survey, national 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.
QVH rated best NHS hospital by Kent, Surrey and Sussex inpatients.