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Age Concern Kingston upon Thames First Contact Helpline Evaluation

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									                              Age Concern Kingston upon Thames
                         First Contact Helpline Evaluation Survey 2009


Age Concern Kingston and Age Concern Richmond fund a joint telephone helpline First Contact
which was launched in September 2007

The project provides information and advice to people over 60, their family, friends and carers in
both boroughs.

The telephone helpline is open Monday to Friday, 10am-12pm. The line is manned by an advisor,
who answers queries, provides information and advice, makes referrals and signposts to other
agencies. Callers receive information relevant to their particular borough.

A survey of callers to the telephone helpline was carried out on Friday mornings in the months of
September, October and November 2008. Clients from Kingston and Richmond who had called in
to the helpline in the previous 6 weeks were contacted by phone and asked if they would answer a
series of questions about their experience of using the helpline. Ninety three calls were made
which resulted in 35 people participating in the survey.

Almost all of the people (97%) reported that they were “very happy” or “OK” with the way their call
was dealt with. Comments recorded that the service was “fabulous”, “impeccable”; “totally
faultless”; one lady who wanted some information to support her mother said “I can’t tell you how
great the service was”.

Four people reported they did not get the help they had expected; 3 of these people had wanted to
be given the name of a recommended trades person and had been disappointed when the advisor
told them that she was unable to recommend anyone.

Of the 18 callers who had received information by post, all said they had found the information
useful and all those that could recall said that it had arrived promptly.

Over half those questioned said that they were able to take further action from the information they
had received. This included someone visiting them at home to help with benefit forms, taxi cards or
other queries. Of those that had not taken action, some said they were planning to at a later date
and others had said that the information/advice given had reassured them and they therefore did
not need to take action at that time.

The main area of concern highlighted in the survey was the difficulty in getting through to the
helpline; callers reported having to try more than once to get through and 2 people said they had
tried for several days before getting an answer. Over half those questioned said that they would
like to see the opening hours extended, particularly those who were working. Many people
suggested that the way to improve the service would be to have longer hours.

When asked if they would use the service again, 97% said they would. Several people said they
had recommended the service to others. One man said “It’s faultless and impeccable” another lady
said “I cannot praise it enough” and yet another said “first time I’ve used it and it was very good”.

Survey carried out and report compiled by
Alison Wakefield
Volunteer, Age Concern Kingston upon Thames
December 2008

Appendix 1: Questionnaire
Appendix 2: Breakdown of Responses
Appendix 1 – Questionnaire

                                 TELEPHONE HELPLINE SURVEY
                                          QUESTIONNAIRE 2008


Accessibility of Service
Q1        How easy was it to get through to the Helpline?

a) Easy                         b) Not too bad                                                   c) Difficult

Comments….......................................................................................................
............................................................................................................................
............................................................................................................................
............................................................................................................................
.....................................


Experience of Contacting the Helpline
Q2        Were you happy with the way the telephone advisor dealt with
          your call?

          a) Very happy                              b) OK                                       c) Not happy

Comments...........................................................................................................
............................................................................................................................
............................................................................................................................
............................................................................................................................
....................................
Which of the following described the help you received?
          Practical advice and information
          Emotional Support
          Both
          Other........................................................................................................
          .................................................................................................................
          ........................................


Impact and Effectiveness of Advice
Q3        Was the help you got from the Helpline what you expected?
                                                                 Yes/No
          and was it helpful?                                    Yes/No

          Comments................................................................................................
          .................................................................................................................
          .................................................................................................................
          .............................................................................................
Appendix 1 – Questionnaire
Did you receive any leaflets or information by post?                                             Yes/No

If Yes – Was the information sent to you in the post useful?                                               Yes/No
         Did the information arrive quickly?                                                               Yes/No

Comments...........................................................................................................
............................................................................................................................
............................................................................................................................
............................................................................................................................
................................................................................

Q4        What action have you taken since your call to the helpline?

a) Action                                  b) Some Action                                        c) No Action

Comments...........................................................................................................
............................................................................................................................
............................................................................................................................
............................................................................................................................
................................................................................

Evaluation of the Service
Q5        Do you feel the Advisor answered your enquiry?                                                   Yes/No

Comment.............................................................................................................
............................................................................................................................
............................................................................................................................
...........................................................

Q6        The Helpline is open Monday to Friday from 10am to midday.
          Would it have made a difference to you if it had been open at
          another time?                                            Yes/No

Comment.............................................................................................................
............................................................................................................................
............................................................................................................................
...........................................................

Q7         Do you have any thoughts on how we could improve the helpline?
............................................................................................................................
............................................................................................................................
........................................

Q8        Would you use the service again?                                                                 Yes/No

Any other comments
............................................................................................................................
............................................................................................................................
............................................................................................................................

Thank you for your help with our survey
Appendix 2 – Breakdown of Responses
                                                                                   Not too
1. How easy was it to get through on the helpline?                       Easy         bad      Difficult   Can't recall   Total
                                                                            20           4            6              5      35
                                                                          57%         11%          17%            14%
                                                                                                                Didn't
2. Were you happy with the way the advisor dealt with your call?   Very Happy          Ok    Not Happy        answer
                                                                            27           7           0               1      35
                                                                          77%         20%           0%             3%
  2.1 What sort of advice did you receive?                           Practical   Emotional        Both           Other
                                                                            34           0           1               0      35
                                                                          97%          0%           3%             0%
                                                                                                 Didn't
3. Was the help you got from the helpline what you expected?              Yes          No       answer
                                                                            30          4            1                      35
                                                                          86%         11%           3%
                                                                                                 Didn't
  3.1 Was the information helpful                                        Yes           No       answer
                                                                           32            2           1                      35
                                                                         91%           6%           3%
  3.2 Did you receive information by post?                               Yes           No
                                                                           18           17                                  35
                                                                         51%          49%
  3.2.1 Was it useful?                                                   Yes           No
                                                                           18            0                                  18
                                                                        100%           0%
                                                                                                 Can't
  3.2.2 Did it arrive quickly?                                            Yes           No       recall
                                                                            14           0           4                      18
                                                                          78%          0%         22%
                                                                                    Some
4. What action have you taken since your call to the helpline?         Action       action   No action
                                                                           16            5          14                      35
                                                                         46%          14%         40%
Appendix 2 – Breakdown of Responses




5. Do you feel the advisor answered your enquiry?                    Yes     No
                                                                       29     6    35
                                                                     83%    17%
6. Would it have made a difference to you if the helpline was open
at another time?                                                     Yes     No
                                                                       18     17   35
                                                                     51%    49%
7. Would you use the service again?                                  Yes     No
                                                                       32      3   35
                                                                     91%     9%

								
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