Telephone Survey

Manor House is always looking to improve the service we provide to our patients.

The National Patient Survey scores satisfaction with the surgery phone system as 70%. Our local in house patient survey scores 77% satisfaction with the phone system

You may be interested to know that our telephone system generates statistics about how we use it:

• We know that, on average, over the last 3 months, we have answered the telephone within 34 seconds at Glossop and 25 seconds at Hadfield.
• However, we also know that we have 146 calls a week at Glossop abandoned and 31 calls abandoned at Hadfield.
• The average time patients wait for a call to be answered before abandoning a call is 0.73 minutes at Glossop and 1.16 minutes at Hadfield.

We would appreciate your feedback on our telephone system and from your answers we hope to be able to identify the areas to improve and increase your satisfaction.

1a. Do you find the telephone system easy to use? E.g. selecting the correct option to reach the person you wish to speak to

1b. If you answered No to 1a, why not?

2a. Is it easier to contact reception at certain times of the day?

2b. If you answered Yes to 2a, when is it easier?

3a. Do you know there is a facility to leave a prescription request or cancel an appointment without having to speak to a receptionist?

3b. If you answered Yes to 3a, have you used any of these services?

4. Do you have any suggestions as to how we could improve our telephone system in the future?

Many thanks for taking the time to answer our survey