Friends and family recommendations

In April 2018, 98% 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: “All members of staff have been extremely helpful, kind and polite. The ward was very clean, always offered a variety of food/drinks at a good standard. All staff were in a positive happy mood and put me at ease answering all questions the best they could.”

Peanut ward: “Very friendly and caring staff. Clean and comfortable rooms. Going to theatre folder with photos very, very helpful. Attentive staff ensuring procedures run smoothly and as stress free as possible. Having great staff working as a team makes it stress free for patients and their family. Thank you.”

Margaret Duncombe ward: “Cannot praise the QVH enough. Appointments are made well in advance and communication is the best I have ever received. All medical and no medical staff are excellent in their roles making my stay pleasurable. They are so friendly and professional.”

Burns: “Nurses were very caring and helpful.”

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.