Appointment Centre Telephone Survey by blt11710

VIEWS: 3 PAGES: 5

									Appointment Centre Telephone
          Survey
           Huddersfield Site




             Christine Moses
   Booked Admissions Programme Manager
                        CALL CENTRE – TELEPHONE SURVEY

Good morning, afternoon or evening. My name is ……….., I’m calling on behalf of Calderdale
and Huddersfield NHS trust about your experience of booking a hospital appointment over
the telephone. Would you mind spending a few minutes answering four questions and
statements which will help the hospital improve this service?

                              Yes             Go to question 1
                              No              Thank you for listening. Goodbye.

               .Did you have any trouble getting through to the appointment centre?

                               a) Yes
                               b) No
                               c) Don’t know / Can’t remember
Comments…..

               .When the telephone call was answered I found the person to be:

                               a) Very helpful
                               b) Helpful
                               c) Not helpful

Do you have any comments about the person who answered your call ?

               .In making my appointment

                               a) I was able to arrange one on the first call
                               b) It involved a second call
                               c) The appointment Centre telephoned me
                               d) My appointment was arranged by post
                               e) I was sent a new appointment by post

Do you have any comments about this way of booking an appointment?
               . In telephoning the appointment Centre

                             a) I felt my call was valued
                             b) I felt I had no choice
                             c) I felt I was treated unfairly
Do you have any other comments about the new way of booking your hospital appointment
Thank you for your co-operation. Goodbye.
•Calls carried out one month after initial
appointment making call is carried out.
•Calls made by Admin Assistant, not
Appointment Centre Operator.


•Exactly 150 patients are called each
month.
        BOOKED ADMISSION CALL CENTRE – TELEPHONE SURVEY

                                    RESULTS SUMMARY

Responses of people who participated in survey

Would you like to participate in survey?               Yes   43
                                                       No    08

Total                                                        51

QUESTION 1

Did you have any trouble getting through to the Appointment Centre?

Yes                                    07
No                                     29
Don’t know/Can’t remember              07

Total                                  43

QUESTION 2

When the telephone call was answered I found the person to be:

Helpful                        21
Very Helpful                   21
Not helpful                    01

Total                          43

QUESTION 3

In making my appointment:

A)      I was able to arrange one on the first call.   27
B)      It involved a second call.                     06
C)      The appointment centre telephoned me.          06
D)      My appointment was arranged by post.           01
E)      I was sent a new appointment by post.          03

Total                                                  43

QUESTION 4

In telephoning the Appointment Centre:
 •Why don’t the Appointment Centre
 operators carry out the telephone
 surveys?


  •Why are the surveys so short?


If you have any questions, please see
      me after the presentations

								
To top