Telphone System Questionnaire

Due to recent feedback about the telephone issues at some of our sites, we are conducting a quick survey to try and pinpoint the issues to address. We are as ever tied by space, and finances and so unfortunately just employing more and more staff is not feasible, so we need to find a creative solution, that address the problems. Answering these few quick questions will support us to get the right system in place for our patients. We will feedback with the results and the proposed solution we intend to put in place by May 2021.

Question Title

* 1. Do you have any of the following issues with the telephone system at the practice (multiple answers can be chosen)

It takes too long to get through in the morning

It takes too long to get through in the afternoon

I don’t know how long I’ll be waiting once in the queue

It is hard to navigate

No issues

Question Title

* 2. What of these functions do you think would be beneficial in a system? (You can chose multiple answers)

Ability to know where you are in the queue?

Ability to have message updated frequently to give relevant information e.g we will be booking flu vaccines form next week?

Only accepting calls about appointments, first thing in the morning?

Knowing when all the routine appointments are full without having to wait for the call to be answered?

Having a system where you are called back when you reach the front of the call queue?

Being able to check on your appointment time or cancel your appointment without having to speak to anyone?

Question Title

* 3. Do you know you can order repeat prescriptions online, and do you use this facility?

Yes and I use it

Yes but I don’t use it

Yes but I don’t order prescriptions

Telphone System Questionnaire

Question Title

* 1. Do you have any of the following issues with the telephone system at the practice (multiple answers can be chosen)

Question Title

* 2. What of these functions do you think would be beneficial in a system? (You can chose multiple answers)

Question Title

* 3. Do you know you can order repeat prescriptions online, and do you use this facility?

Question Title

* 4. Do you have any other comments you’d like to type below?