Earls Court Health & Wellbeing Centre Patient Participation Group

Telephone Access Survey

Agreed to investigate telephone access to practice as some comments received by callers relating to difficulty with getting through on phone

Questioned developed with help of PPG members present at meeting on Wed 12th December 2012

Survey sent to 368 patients via email (survey duration 4 weeks)

Telephone Access Survey Results

Telephone Access Survey

0%

0%

78%

22%

Have you tried to contact thepractice by telephone?

Yes

No

60 responses to survey

1. Have you tried to contact the practice by telephone?

Yes – 47 No – 13

2. Did you call in the –

morning – 28

lunch time – 5

afternoon – 13

evening – 2

Question 2

0%0%

59%

10%

27%

4%

Did you try to call in the?

morning

lunch time

afternoon

evening

Telephone Access Survey Results

3. Was the telephone answered promptly?

Yes – 42 No – 6

4. Was your query dealt with satisfactorily?

Yes 44 No – 5

Question 3

0%

0%

87%

13%

Was the telephone answeredpromptly?

Yes

No

Question 4

0%

0%

90%

10%

Was your query dealt withsatisfactorily?

Yes

No

Telephone Access Survey Results

Question 5

0%

0%

90%

10%

Were you happy with theservice you received?

Yes

No

5. Were you happy with the service you received?

Yes – 45 No – 5