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Patient Survey 2012 / 2013 - Getting Through on the Telephone Results

The results so far are shown below.

Total responses: 37

1Have you had any problems getting through on the phone? (Previous survey results showed that 45% of respondents always had a problem, while 43% occasionally and 10% not at all)
     Yes always14
 40%
     Yes occasionally18
 51%
     No, I can always get through 3
 8%
2Which Surgery do you normally call?
     Lattimore11
 31%
     Village22
 62%
     Either 2
 5%
3If you call both sites, which site do you find is easiest to get through on the phone?
     Lattimore4
 50%
     Village 4
 50%
4At what time of day would you normally expect to call the surgery?
     8-9am21
 56%
     9-10am6
 16%
     10-11am5
 13%
     11-midday2
 5%
     12-1pm00%
     1-2pm00%
     2-3pm00%
     3-4pm00%
     4-5pm1
 2%
     5-6pm1
 2%
     anytime 8
 21%
5Thinking about the site you normally call (as answered in question 2), is there a particular time of day that you find most difficult to get through on the phone?
     Yes27
 81%
     No 6
 18%
5 a)If yes, please elaborate
 [text response - use View Comments]
6On average how many times do you dial before speaking to someone?
     Once2
 5%
     Twice8
 23%
     Three times6
 17%
     More than three times 18
 52%
6 a)If you have selected more than three times, please elaborate
 [text response - use View Comments]
7On the occasions you have had difficulty getting through do you hear...
     Ringing tone (remains unanswered after unacceptable time has lapsed)2
 5%
     Engaged tone22
 64%
     Automated message 'You are in a queue etc' 10
 29%
8How long do you feel is acceptable to wait for the phone to be answered?
 [text response - use View Comments]
9If you hear the automated message do you stay on the phone?
     Always8
 25%
     Sometimes14
 45%
     Never, always hang up and redial 9
 29%
10Thinking about the automated message, do you feel it is acceptable to be held in a queue or would you prefer to get the engaged tone when the reception staff are busy dealing with other patients?
     Hold in an automated queue16
 47%
     Receive engaged ringtone and wait whilst staff are busy6
 17%
     Redial when phone line is less busy8
 23%
     No preference 4
 11%
11Additional Comments or Suggestions
 [text response - use View Comments]
12Help us know a little bit about you
Are you?
     Male17
 45%
     Female 20
 54%
13Age?
     Under 1600%
     17-2400%
     25-3400%
     35-443
 8%
     45-542
 5%
     55-648
 22%
     65-7417
 48%
     75-845
 14%
     85-8900%
     90+ 00%
14How would you describe how often you come to the practice?
     Regularly13
 35%
     Occasionally21
 56%
     Very rarely3
 8%

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