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 12 th December 2012 Survey sent to 368 patients via (survey duration 4 weeks)

Telephone Access Survey Results 60 responses to survey 1. Have you tried to contact the practice by telephone? Yes – 47 No – Did you call in the – morning – 28 lunch time – 5 afternoon – 13 evening – 2

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

Telephone Access Survey Results 5. Were you happy with the service you received? Yes – 45 No – 5