The Royal National Orthopaedic Hospital is always looking at ways in which we can improve how we communicate with our patients. To help us do this, we would appreciate you taking a few moments to complete this questionnaire.

* 1. How do you rate the hospital's current Switchboard service?

* 2. When phoning the hospital, how often are you able to speak to the correct staff member / service, first time?

* 3. When phoning the hospital, how often are you put on hold?

* 4. On average, how long are you put on hold for?

* 5. The last time you phoned the hospital, how many staff members did you speak with before your query was resolved / you were put through to the correct service?

* 6. When phoning the hospital, how often does your call not get answered?

* 7. When you leave a voicemail message, how soon do you receive a call back from the hospital (on average)?

* 8. Do you ever find that telephone numbers provided on hospital letters / leaflets are incorrect?

* 9. If all the phones are busy, would you like to know your position in the queue (e.g. 'you are number 2 in the queue')?

* 10. If when you phone the hospital, rather than speaking to Switchboard, would you like to have the option to navigate your own way to the correct service (e.g. 'Press 1 for Outpatients')?

* 11. If self-navigating your way to a service (by pressing numbers on keypad e.g. 'Press 1 for Outpatients'), what do you think is the MAXIMUM number of questions you should be required to answer?

* 12. Would you like alternative means of contacting the hospital e.g. web chat, Instant Messenger, text message?

* 13. Rather than travelling to the hospital to attend a follow up appointment, would you like the option of having your consultation via a secure video link (over the internet)?

* 14. If post-treatment you had any queries (e.g. medication, dressings etc.), would you like the option of speaking directly to an appropriate healthcare professional via phone or secure video link?

* 15. How do you think we could improve the way we communicate with our patients?

* 16. Do you have any other comments?

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