Section 5 - Accessing us by the telephone
This section covers the process of telephoning the practice and the automated telephone system we use; it does not cover the staff who answer the telephone as this topic is covered later.
When you last contacted us by telephone, how many times did you have to try before getting through?
Given your circumstances and the time of day you contacted us, was this acceptable to you?
How easy was it to navigate the automated telephone system?
How clear are the choices on the automated telephone system?
On the last occasion you telephoned the surgery, after you had been given the choices and made your selection, were you left holding?
How well do the options on the telephone help you to access the services provided by the surgery?
Please add any comment about how these options can be changed to improve your experience:
Please add any comments you feel may help us improve the way our telephone system works.
This section covers your experience of the staff who answer your telephone calls.
Our aim is for patients to feel comfortable and confident to discuss their medical needs with our trained telephone staff to enable us to respond to your needs in the most appropriate manner. Generally do you feel we manage to achieve this?
Our staff are trained to ask appropriate questions in a friendly, helpful but non-intrusive manner, generally do you feel we manage to achieve this?
How confident are you in the skills, ability and knowledge of the staff answering the telephone?
Please add any comments you feel may help us improve the way our staff support you on the telephone.
Section 6 – Other services and facilities
This section is specifically about other additional NHS services we may be able to offer form Hathaway Medical Centre
Do you know that the following NHS services also take place in Hathaway Medical Centre? Please tick those you are aware of:
We are always looking to offer additional NHS services if this can be arranged with the local hospitals. What other NHS services would you like to see available at Hathaway Medical Centre?
This section is specifically about other non-NHS services we may be able to offer form Hathaway Medical Centre
Do you know that the following NHS services also take place in Hathaway Medical Centre? Please tick those you are aware of:
What other non-NHS services would you like to see available at Hathaway Medical Centre? This could be an optician, legal advice, advice for carers etc. Please add your comment in the box below.
Are there any facilities that we may be able to offer that will improve the patient experience when visiting either Hathaway Medical Centre or the branch surgery in New Road? Please add your comment in the box below.
Section 7 - Comments
Please feel free to give us any feedback (positive or negative) or suggestions on how we can change to better meet your needs. Can you identify one simple thing that, if we changed, would improve your patient experience with Hathaway?