One of the Trust's core values is "We respect" - we believe that patients should be treated with respect, dignity and courtesy at all times and that they should be well informed about, and involved in decisions about their care. We always have time to listen to feedback, positive and negative.
The Friends and Family test is a nationally-mandated feedback score, which we were quick to adopt after its launch in 2012. It asks one simple question: "How likely are you to recommend our ward/clinic to friends/family if they needed similar care or treatment?"
During 2017/18 we exceeded the targets set by NHS England for the number of responses expected, and 95 per cent of those who responded said they would recommend our care.
Actions taken as a result of the very small (two per cent of respondents) amount of negative feedback received included:
- Replacing toys in the children's outpatients' department
- Establishing a pilot scheme to share patients' medications with their GP or local hospital electronically
- Trying out a system to offer electronic appointment letters for outpatients
How likely are you to recommend our ward/clinic to friends/family if they needed similar care or treatment?
95% of those who responded said they would recommend our care.
View of our patients
Many patients who feel they have had a good experience are eager to praise the individuals responsible, and we consistently receive a wealth of good feedback via our comment forms, a selection of which is included below:
The care you receive at Royal Brompton is first class - you don't get the same care at any other hospital. We are all lucky to be treated there.
Royal Brompton Hospital, Paul Wood ward (cardiac care)
The rehab session are run excellently - they have improved my outlook and ability to do everyday activities without tiring. The staff who run the sessions are tough but they ensure I get the most out of each session. They are very friendly and the session are highly effective.
Harefield Hospital, cardiac rehabilitation clinic
I can't fault one thing about this hospital, so caring and they spend time explaining things. They give the treatment you need as qucikly as possible and get you in asap. I rate this hospital 10/10.
Royal Brompton Hospital, Lind ward (respiratory medium dependency unit)
I arrived at hospital a little nervous and apprehensive. However...the staff were courteous and totally professional in every way. The caring atmosphere filled me with confidence and I felt fully involved.
Harefield Hospital, Cherry Tree ward (day case)
The team of doctors and nurses were very kind, caring and full of information and advice regarding my individual queries. Fantastic hospital who have shown a real duty of care, I would recommend this hospital to everyone.
Royal Brompton Hospital, York ward (cardiac care)
This was an emergency situation for me. The rapid response when I arrived undoubtedly improved my prognosis for a full recovery by minimising damage to my heart. I was kept informed as things progressed and the nurse in Oak ward were wonderful. I have a lot of people to thank for saving my life that night.
Harefield Hospital, Oak ward (acute cardiac care unit)
From the moment I arrived I felt welcomed, unpressured and cared for. During my three-day stay I greatly appreciated not only the attentive professionalism of all the staff but also the friendliness and calm they showed towards me.
Royal Brompton Hospital, Foulis ward (respiratory ward with special focus on cystic fibrosis)
Everything was explained to me and the professionalism was appreciated. They all had the human touch. Your staff are a credit to the NHS.
Harefield Hospital, cardiology lounge
Fantastic care - talked through the procedure so well with my daughter and actually made it fun! World-class surgery and pioneering techniques.
Royal Brompton Hospital, Rose ward (children's ward)
Cannot speak highly enough about the outstanding levels of expertise and care. Even when it was busy, contact was personable, helpful. I was also able to have a joke and a smile which helped to take away the anxiety of being in acute care and coming to terms with a serious condition. Real blessing being sent to Harefield.
Harefield Hospital, Acorn ward (acute cardiac care unit)
Everyone on Lind ward [is] very friendly and helpful. The staff are always busy but you never feel rushed. A credit to Royal Brompton and the NHS.
Royal Brompton Hospital, Lind ward (day case unit)
I found the standard of professionalism and care to be of the highest order. You are not just classed as a patient but as an individual. In an environment where patients' fears and anxieties need that little extra care, the staff were superb in going that extra yard in reassuring their charges. Well done to all and keep up the fine work.
Harefield Hospital, Cedar ward (adult surgical ward)
As a first visit to the sleep centre it was great. Excellent reception staff, very welcoming and efficient, prompt attentive service from all staff, approachable and knowledgable clinicians. World-class.
Royal Brompton Hospital, sleep centre
Some patients choose to post their feedback online:
"The care my partner received and support that I was given was quite honestly outstanding. I am a registered nurse myself and have therefore worked in a variety of hospitals. Royal Brompton in both our opinionis faultless, and is a credit to the NHS."
"My Harefield experience has been very positive and I would recommend this hospital to anyone due to the care, treatment and professional attitude of all doctors, nurses and other staff. Thank you so very much for your dedication to your profession."
"My husband spent five days [at Harefield] after a Lung Wedge Resection. He is a cancer patient. We've never experienced this level of excellent nursing and kindness in a hospital before. Since he's been home he has improved daily. Thank you son much to the surgeon and nurses of Maple ward."
I recently had surgery and the care exceeded my expectations. The staff were exceptional and I felt in safe hands. The hospital is clean, the staff are friendly, dedicated and caring. I cannot express how grateful I am for all they have done for me."
"Staff on the Lind ward were fantastic. They were caring, professional and helpful. They reassured me when I was nervous about having a bronchoscopy. I am really grateful for the care I received."
Others like to use social media
"@RBandH I can't thank the PICU doctors and nurses enough for looking after my 1 day old baby. He had an open-heart surgery at 6 days old. They are amazing #longlivetheNHS "
@saikareshi
"Just got home after ICD replacement at @RBandH (Harefield). Styaff there humblingly professional and dedicated to the nation's health."
@almsforoblivion
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