Docstoc

r_ South Staffordshire - West Midlands Public Health Observatory

Document Sample
r_ South Staffordshire - West Midlands Public Health Observatory Powered By Docstoc
					                                                                 1




Appendix –South Staffordshire




             West Midlands Mystery Shopping Report ~ July 2010
                                                                         2
Overview
• Number tested: 0800 043 4304
• Compared with W Midlands average calls were not answered as
  quickly (5 v 4.2 rings)
• Compared like for like with average for the region for numbers of
  calls answered by a person rather than a machine (50% v 51%)
• 1 out of the 10 calls (10%) not answered by person or machine
• Overall performed at or above the W Mids average for information
  on methods of help, NRT discussions, medicines explanations and
  Access Points / helpful information
• 75% callers were asked for contact details – albeit only asked for
  address and whether given up before
• Name of the LSSS was not stated to 60% calls (v 23%)
• But 63% informed how LSSS works (v 36%)
• Overall 88% felt not enough questions asked (v 58%)
• More callers told about support near to work (25% v 15%)
• Good variety of follow up material sent out (Stop Smoking, Start
  Living booklet, DVD, Time to Quit LAP leaflet and Contact Card,
  Health & Wealth Wheel, Go it Alone – albeit no personalisation and
  only one of the sample had a compliment slip


                     West Midlands Mystery Shopping Report ~ July 2010
                                                                       3
Possible areas for improvement
• Examine initial call handling resource and ensure basic
  answer machine back up if person unable to field initial
  customer call and ensure name of LSSS is clearly stated
• Request more information from callers (include tel no as
  minimum?) and state name of LSSS
• Overall more in depth engagement at initial call stage
• Provide more collateral for offering follow up information
• Look at more personalisation of follow up materials sent out
  or even a compliment slip as a minimum?




                   West Midlands Mystery Shopping Report ~ July 2010
Initial contact process – Snapshot by PCT                                                           4




                                                                    PCT      (Base for each = 10)
                                      Question                                South Staffordshire


                         Number of rings to answer (Mean)                             5

                                                                                     50%
                               Answered by a person
                                                                                     (5)

                                                                                     40%
                              Answered by a machine
                                                                                     (4)

                              Option to leave message
                                                                                      4
                                     (number)

                              Called back within 7 days                               3


                              No contact within 7 days                                1

                    Total number = spoke to a person/call-back
                                                                                      8




Base: All Respondents (170)



                                         West Midlands Mystery Shopping Report ~ July 2010
 Call answered – by PCT                                                                       5


                                             South
                            Total         Staffordshire
    Base                    170                10
    Yes, by a
    person                  49%               50%

    Yes, by an
    answer
    machine                 41%               40%
    No                      7%                10%

    Answer
    machine then
    person picked
    up                      2%                  -

    Don't know              1%                  -




Q1: When you call the Stop Smoking Service (SSS) was the call answered?
Base: All respondents (170)


                                          West Midlands Mystery Shopping Report ~ July 2010
  Answer machine evaluation – by PCT                                                                                                      6

     Was the machine….?


                                                  Total                     South Staffordshire
      Base                                         73                               4


      Recorded by a "real person"
      with relevant information                   74%                             100%
      A standard default machine
      setting e.g. "The person you
      are calling is not available"               16%                                -

      Don't know                                  10%                                -




     Was there an option to leave a message?



                                      Total               South Staffordshire
      Base                             70                         4
      Yes                             97%                       100%
      No                              3%                           -



Q4a: Was the machine? Q4b: Was there an option to leave a message? Base: All those whose call was answered by an answering machine (73)


                                              West Midlands Mystery Shopping Report ~ July 2010
  Answer machine evaluation (2) – by PCT                                                                                                      7

                                                                         South
                                                       Total          Staffordshire
    Base                                                68                 4
    Told opening hours                                 25%               100%

    That you will be called back if you leave
    your details                                       82%               100%


    That you could leave a message stating
    which information you wanted and that it
    would be sent to you                               4%                   -


    That they would call back but for privacy
    reasons they wouldn't leave a message                -                  -

    Gave other numbers a try                             -                  -
    Don't know                                         12%                  -




Q5: As part of the message on the phone, which of the following were you told/encouraged to do? (Multi-code) Base: All those whose call was
answered by an answering machine (68)


                                                West Midlands Mystery Shopping Report ~ July 2010
    Caller questions – by PCT                                                                                                                          8

         Did the call handler ask you how you heard about the SSS?


                                                                        South
                                                       Total         Staffordshire
          Base                                         137                 8
          Yes                                          36%               13%
          No                                           64%               88%




         Did the call handler outline how the SSS works?



                                                                         South
                                                       Total          Staffordshire
          Base                                         137                 8
          Yes                                          33%                63%
          No                                           67%                38%




Q6c: During the call, did the call handler ask you how you heard about the stop smoking service? Q9: During the call did the call handler outline how the SSS
works? Base: All who left a message & received a call back/spoke to a call handler (137)


                                               West Midlands Mystery Shopping Report ~ July 2010
    Details requested – by PCT                                                                                                                       9


                                                              South
                                              Total        Staffordshire
      Base                                     137               8
      Address                                 71%              75%

      Best contact telephone number           28%                -
      Age                                     24%                -
      If you have tried to give up
      before                                  14%              13%

      How many you smoke per day               8%                -

      Why you want to give up                  7%                -
      Area/ District                           4%                -
      Post code                                4%                -
      Whether you have you set a
      quit date                                2%                -
      Other                                    1%                -
      None of these                           15%              13%




Q7: Which of the following details did they ask you (Multi-code) Base: All who left a message & received a call back/spoke to a call handler (137)


                                                West Midlands Mystery Shopping Report ~ July 2010
Methods of help – by PCT                                                                         10

                                                        South
                                           Total     Staffordshire

Base                                       137            8

One to one sessions                        53%           38%


Informal drop in sessions                  50%           38%

General support and advice                 41%           25%

Group sessions                             39%           38%

Prescription treatments to help you quit
smoking                                    29%           38%

Advice on the best medication to help
you quit                                   21%           25%

Help from pharmacy                         10%           13%

Telephone support                          9%              -

Help from GP                               7%              -


Advice on problems experienced by
people stopping smoking                    4%              -

Literature/ Telephone number for
literature                                 3%            13%

Trained advisors                           2%              -

Another number to ring                     1%              -


Offer on-going support                     1%              -

Internet/ web                              1%              -

Other                                      2%              -




                                             West Midlands Mystery Shopping Report ~ July 2010
    NRT Discussions – by PCT                                                                                                                         11


                                                           South
                                            Total       Staffordshire
      Base                                   137              8
      NET: Yes                              37%             50%
      Yes - NRT                             21%             38%
      Yes - Other stop smoking
      medication (Champix, Zyban
      etc)                                   7%             13%
      Yes - Both                             9%               -
      No, neither                           63%             50%




Q10: During the call, did the call handler outline mention NRT or other stop smoking medication? Base: All who left a message & received a call back/spoke
to a call handler (137)



                                               West Midlands Mystery Shopping Report ~ July 2010
    NRT Discussions (2) – by PCT                                                                                                                  12

                                                              South
                                              Total        Staffordshire
      Base                                     51               4
      Nicotine patches                        73%              75%



      NET: Stop smoking Medications
      available on prescription
      medications available on
      prescription by your doctor             29%              25%
      Champix                                 29%              25%
      Zyban                                   16%                -
      Nicotine Gum                            25%              25%
      Nicotine inhalator                      18%                -

      Prescription medicine (unspec)          12%                -
      NRT in general                          10%                -
      Nicotine lozenge                        10%                -
      Nicotine Nasal spray                     4%                -
      Tablets (unspec)                         2%              25%
      None of these                            2%                -




Q11: Which if any of the following prescription treatments/NRT’s did the call handler mention? Base: Those who were told about medications (51)


                                              West Midlands Mystery Shopping Report ~ July 2010
    Medication explanations – by PCT                                                                                             13



                                                         South
                                          Total       Staffordshire
     Base                                  51              4
     Yes                                  27%             25%
     No                                   73%             75%




Q12: Were you told about how stop smoking medications work? Base: All respondents whose call handler mentioned medication (51)


                                             West Midlands Mystery Shopping Report ~ July 2010
  Helpful information – by PCT                                                                                                                      14

                                                             South
                                             Total        Staffordshire
    Base                                     137                8
    Pharmacy/ GP                             51%              38%
    Telephone                                51%              25%
    One to one sessions                      47%              38%
    Groups                                   40%              38%
    Drop in                                  35%              25%
    None of the above                        14%                -
    Don't know                               12%              25%




Q15: And which of the following did they mention to you? (Multi-code) All who left a message & received a call back/spoke to a call handler (137)



                                             West Midlands Mystery Shopping Report ~ July 2010
  Work location – by PTC                                                                                                                             15


                                                           South
                                           Total        Staffordshire
    Base                                    137               8
    Yes                                     15%             25%
    No                                      85%             75%




Q16: Were you asked if you wanted a service located near to your work? All who left a message & received a call back/spoke to a call handler (137)



                                            West Midlands Mystery Shopping Report ~ July 2010
    Call handler helpfulness – by PCT                                                                                                                16


                                                             South
                                             Total        Staffordshire
      Base                                    137               8

      Not enough questions                    58%             88%

      The right number of questions           39%             13%
      Too many questions                        -               -
      Don't know                              4%                -




Q18: In order to understand you and your situation, do you feel that the call handler asked you…? Base: All who left a message & received a call back/spoke
to a call handler (137)


                                               West Midlands Mystery Shopping Report ~ July 2010
    Call handler helpfulness (2) – by PCT                                                                                                                   17


                                                                    South
                                                  Total          Staffordshire
       Base                                        137                 8
       Offer to call you back                      11%                 -
       Encourage you to call the service
       back                                        28%               13%


       Provide you with a number for a
       pharmacy/ GP for more help                  26%               25%

       Offer to book you an appointment
       with an advisor/group                       25%               25%

       Would send form for me to make
       an appointment                                -                 -
       Said they do not give out
       information                                   -                 -
       Don't know                                  35%               38%




Q19: At any point during the call, did the call handler….? (Multi-code) Base: All who left a message & received a call back/spoke to a call handler (137)



                                                West Midlands Mystery Shopping Report ~ July 2010
Whether offered information – by PCT                                                                                          18



                                                           South
                                           Total        Staffordshire
  Base                                     137                8
  NET: Yes                                 64%              88%
  Yes, by post                             34%              50%
  Yes, by e-mail                           30%              38%
  No                                       36%              13%




Q20: During your call, did the call handler offer to send you information/literature in the post or by e-mail? (Multi-code)
Base: All who left a message & received a call back/spoke to call handler (137)


                                            West Midlands Mystery Shopping Report ~ July 2010

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:0
posted:7/15/2013
language:English
pages:18