Customer Service Excellence - Re-Audit Telephone and Face to Face Contact between staff and customers Monitoring. May 2012

Transcription

1 Customer Service Excellence - Re-Audit Telephone and Face to Face Contact between staff and customers Monitoring May 2012 Executive Summary Reported by: George Absi, Quality Improvement Auditor Background: In November 2010, the Trust conducted an audit regarding timeliness and quality of telephone calls, answerphone and voic messages against published standards within the Trust s Customer Service Policy. This re-audit included a customer experience survey which seeked to gain direct feedback from our customers which further strengthens the audit methodology. In addition, this audit also focused on face-to-face contact standards between staff and customers, also located within the Trust Policy. Aims: 1. To measure whether the Customer Service Policy and Standards regarding telephone usage and face-to-face contact, are being followed, offering an efficient and excellent service to patients, their carers and families (customers). 2. To gain customer feedback on their experiences on contacting the Royal Marsden via telephone. 3. To audit whether improvements have been made following the Customer Service Telephone Monitoring Audit November Methodology: A four part audit was conducted which included: 1. An audit of staff awareness of the Trust Customer Service Policy 2. An audit of internal telephone calls 3. A customer experience survey to gain customers thoughts and experiences of contacting the Royal Marsden by telephone 4. An audit (observation) of face-to-face contact between Trust staff and customers

2 Summary of results: 79% of staff asked were aware of the Trust Customer Service Policy, compared to 43% in % of internal call were answered by staff within 3 rings, compared to 82% in % of staff called were polite at all times during the telephone call. Not audited in % of customers were greeted immediately or as soon as a staff member was available. (recorded through observation) 10 of staff members listened to what the customer(s) had to say (observation) 10 of staff members dealt with customer(s) requests promptly (observation) 10 of staff members were courteous and respectful to customers during contact (observation) 9 of respondents stated that they were greeted (e.g Good Morning or Good Afternoon ), by Switchboard, upon answering of their telephone call. (customer experience survey) 92% of respondents stated that Switchboard answered their telephone call within a minute (customer experience survey). 93% of respondents stated that they were satisfied with the length of time that Switchboard took to answer their telephone call (customer experience survey) 96% of respondents felt that Switchboard listened to their request. 96% of respondents felt that Switchboard acted upon their request. 96% of respondents felt that Departmental staff listened to their request. 96% of respondents felt that Departmental staff acted upon their request. Conclusion: Overall, the results from this audit are positive showing high standards of customer service. Results should be presented back to staff with management congratulating staff on audit findings and encouraging and enabling further improvements in customer service. The incorporation of direct customer experience feedback was crucial in gaining a comprehensive review of practice. Recommendations: 1. The audit report to be presented at the Trust Customer Service Excellence Working Group. 2. A summary of the audit report to be presented at the Trust s Clinical Audit Committee. 3. The approved audit report to be distributed widely to Trust staff. 4. Results to be incorporated into learning & development customer service training packages. 5. Management to take stock of results and ensure improvements within their areas. 6. Staff to be congratulated on high standards of customer service, with management encouraging and enabling further improvements in customer service. 7. Further dissemination An article to be drafted for The Royal Marsden Magazine. 8. Monitoring of the auto attendant voice recognition service to be included within the reaudit 9. Re-audit within 18 months. 2

3 Full report Background: In November 2010, the Trust conducted an audit against published standards within the Trust s Customer Service Policy. The particular focus of the audit was around quality and timeliness of telephone calls, answerphone and voic messages. This re-audit included a customer experience survey which seeks to gain direct feedback from our customers which further strengthens the audit methodology. In addition, this audit also focused on face-to-face contact standards between staff and customers, also located within the Trust Policy. The Policy states throughout all contact with customers, staff should aim to meet their needs through professional, courteous and efficient service. Staff will: treat all customers with respect and courtesy listen to what customers have to say personalise service to the needs and circumstances of each service user where practical; always do what they say they are going to do, or update the appropriate people promptly if things change, offering an explanation for the change; respond to enquiries promptly and efficiently consult customers about their service needs. The Trust achieved the Government Customer Service Excellence standard within The standard tests in depth priority areas for customers, in particular delivery, timeliness, information, professionalism and staff attitude. Aims: 1. To measure whether the Customer Service Policy and Standards regarding telephone usage and face-to-face contact, are being followed, offering an efficient and excellent service to patients, their carers and families (customers). 2. To gain customer feedback on their experiences on contacting the Royal Marsden via telephone. 3. To audit whether improvements have been made following the Customer Service Telephone Monitoring Audit November

4 Standards: Trust Customer Service Policy and Standards. 1. Staff awareness a) Staff are aware of the Trust Customer Service Policy and Standards standard 10 b) Staff are aware where to locate the policy standard Internal telephone calls a) The calls are picked up within 3 rings standard 10 b) The receivers identify themselves on answering the telephone call standard 10 c) The receivers identify their department/the hospital on answering the telephone call standard 10 d) The receivers are polite at all times during the telephone conversation standard 10 e) If a message/answerphone message was left, the caller received a response within 2 days - standard10 3. Customer experience survey A customer experience survey was conducted to gain customers thoughts and experiences. The survey was split into two sections, firstly if the customer had contacted the switchboard directly, secondly if the customer had contacted directly a Department or Service. a) Switchboard at The Royal Marsden greeted you when answering your telephone call For example Good Morning Good Afternoon standard 10 b) Switchboard at The Royal Marsden identified themselves as Switchboard when answering your telephone call standard 10 c) Switchboard at The Royal Marsden answered your telephone call professionally standard 10 d) Switchboard at The Royal Marsden listened to your request standard 10 e) Switchboard at The Royal Marsden acted upon your request standard 10 f) The Royal Marsden returned the telephone answering machine message, within 2 working days standard Face to face contact with customers a) The customers were greeted immediately or as soon as a staff member was free standard 10 b) The staff member listened to what the customer had to say standard 10 c) The staff member dealt with the request promptly standard 10 d) The staff member was courteous and respectful to the customer standard 10 4

5 Methodology: 1. Staff Awareness: 14 staff at random were asked whether they were aware of the Trust Customer Service Policy and if so, were to locate it. The Auditor asked staff in different service areas. 2. Internal telephone calls: The Quality Assurance (QA) team monitored internal telephone call recipients to observe practice over a two week period, during April A data collection spreadsheet was devised by the Quality Improvement Auditor to capture the data. Data was collated and analysed using Microsoft Excel. 3. Customer experience survey: A voluntary customer experience survey, with accompanying letter was devised with input at all stages from patient representatives and the Chair of the Trust Customer Service Excellence Steering Group. The survey contained 6 questions regarding if the customer had contacted switchboard direct and 7 questions regarding if the customer had contacting a Department/service directly. The survey can be seen in Appendix 1 (page 24). 120 surveys (60 at Sutton and 60 at Chelsea) were left on six receptions (3 at both Hospital), with no obligation for customers to complete. These were anonymously analysed. Surveys were collated after a 2 week period. 4. Face to face contact with customers The Quality Improvement Auditor sat near eight receptions anonymously, four at Chelsea Hospital and four at Sutton Hospital for a 30 minutes period on a random day and time. A data collection spreadsheet was devised. This was completed after each observation. Chelsea receptions audited: Main reception Main outpatients Wallace Wing Radiotherapy (Wallace Wing) Sutton receptions audited: Main reception Transport Pharmacy Bud Flanagan 5

6 % Results: Graphs have been used to compare between audits, where applicable. 1. Staff awareness - Staff are aware of the Trust Customer Service Policy and Standards and where to locate it Standard 10 Staff awareness of Policy % 79% Nov-10 May-12 Figure 1. Figure 1 shows 79%, 11 out of 14 members of staff asked in the May 2012 audit were aware of the Trust Customer Service Policy compared to 43%, 6/14 in November 2010, an improvement of 36%. All of the 11 staff in the May 2012 audit were aware of where to locate the policy e.g. on the Trust intranet. 2. Internal telephone calls - Results from the Quality Assurance team monitoring dialed internal telephone calls: Sample sizes November 2010 May 2012 Total number 166 Total number 86 Breakdown Breakdown Cancer Division 37 (22%) Cancer Division 13 (15%) Clinical Division 36 (22%) Clinical Division 19 (22%) Corporate Division 93 (63%) Corporate Division 54 (63%) Table 1. 6

7 % Telephone (Internal): a) The calls are picked up within 3 rings standard 10 Calls are picked up within 3 rings 94% 92% 92% 9 88% 86% 84% 82% 8 78% 82% Nov-10 May-12 76% 1 Figure 2. Figure 2 shows 92%, 79/86 calls made in the May 2012 audit were answered within 3 rings, compared to 82%, 136/166 calls made in November 2010 an improved of 1. Other than answered within 3 rings: November 2010 May 2012 Answered within 4-7 rings 18/166 (11%) Answered within 4-7 rings 4/85 (5%) Straight to voic 8/166 (5%) Answered within 8-11 rings 3/85 (3%) Engaged tone 4/166 (2%) Table 2. 7

8 % b & c) The receivers identify themselves and the department/hospital standard 10 Did staff identify themselves and the Department/Hospital % 8 69% 63% Nov-10 May-12 Nov-10 May-12 Identify themselves Identify the department/hospital Figure 3. Figure 3 shows that 8 (May 2012) of staff identified themselves upon answering the telephone call compared to 69% in November 2010 moreover, 85% (May 2012) identified their department/the hospital compared to 63% in November d) The receivers are polite at all times during the telephone conversation 10 November 2010 May 2012 Not recorded 99% (84/85) Table 3. Table 3 shows that in 84 out of the 85 answered calls, staff members were polite during the call. e) If a message/answerphone message was left, the caller received a response within 2 working days -10 November 2010 May 2012 No messages were left. Intended receiver called back 75% (3/4) No message returned 25% (1/4) Table 4. 8

9 % Table 4 shows that in 3 out of 4 occasions, the caller received a response to their answerphone message. On one occasion there was no response to the answerphone message. 3. Customer Experience Survey In total 30 surveys were completed and returned. Breakdown: 14 from Sutton receptions, 10 from Chelsea receptions and 6 posted back to the Royal Marsden. Results 27/30 respondents completed section 1 of the survey. SECTION 1: IF YOU HAVE CONTACTED SWITCHBOARD DIRECT 1 i). Did Switchboard at the Royal Marsden greet you when answering your telephone call? For example Good Morning Good Afternoon Did Sw itchboard at the Royal Marsden greet you w hen answ ering the telephone call? Yes 1 No Figure 4. Figure 4 shows that 9 (19) of response were greeted by switchboard at the Royal Marsden, with a Good Morning or Good Afternoon. 1 (2) of respondents stated that they were not greeted by the switchboard. 6 respondents states that they could not remember. These were excluded from the above. 9

10 % 1 ii). Did Switchboard at the Royal Marsden identify themselves as Switchboard when answering your telephone call? Did Sw itchboard at the Royal Marsden identify themselves as "Sw itchboard" w hen answ ering your telephone call? % Yes 4% No Figure 5. Figure 5 shows that 96% (24) of respondents indicated that switchboard identified themselves as Switchboard on answering the telephone call. 4% (1) of respondents stated that switchboard did not identify themselves as switchboard when answering the telephone call. 2 respondents stated that they could not remember, which are excluded from the above graph. 1 iii). Have you any comments about your first contact with the switchboard? 6 individual responses were recorded. Of these, 4 were positive. Very helpful. The lady made sure I got connected to the correct person. Very efficient and quick to answer Have found service and help finding requested department or people, staff etc. excellent Good service Listen and not rush patients Dislike new system. Took some time to get through to being a human being. 10

11 % % 2 i). How long did it take for Switchboard at the Royal Marsden to answer your telephone call? How long did it take Sw itchboard to answ er the telephone call? % Less than 30 secs Up to a min Approx. 1-2 mins More than 2 mins 8% Figure 6. Figure 6 shows that 5 (13) respondents reported that it took less than 30 seconds to answer their telephone call. 42% (11) of respondents reported that it took upto a minute and 8% (2) of respondents reported that it took approximately 1-2 minutes. 1 respondent reported that they could not remember. 2 ii). How satisfied were you with this length of time? How satisfied w ere you w ith this length of time? 6 56% % Very satisfied Satisfied Fairly satisfied Not satisfied 7% Figure 7. Figure 7 shows that 56% (15) respondents were very satisfied with the length of time it took switchboard to answer their telephone call, 37% (11) were satisfied with the length of time and 7% (2) were fairly satisfied with the length of time. 11

12 % 3i) Do you think the Switchboard at the Royal Marsden answered your telephone call professionally? Do you think the Switchboard answered your telephone call professionally? % Yes 4% No Figure 8. Figure 8 shows that 96% (25) of respondents felt that switchboard answered their telephone call professionally. 4%, 1 respondent did not. 1 respondent could not remember, this has been removed from the graph. 3 ii). Have you any comments about how the Switchboard answered your telephone call? Four individual responses were recorded. Of these, one was positive. Very welcoming and helpful. I have rung many times & have been frustrated that the operator sometimes puts me through to an extension before hearing me out (what I want)and/or not checking back when the extension doesn't answer (I have had to call back many times to get what I needed). Always polite and helpful. Took too long to get through. I hate automated switchboard. 12

13 % % 4 i). Do you think the Switchboard at The Royal Marsden listened to your request? Do you think the Switchboard listened to your request? % Yes 4% No Figure 9. Figure 9 shows that 96% (26) of respondents felt that the Switchboard listened to their request. 4%, one respondent felt that the Switchboard did not listen to the request. 4 ii). Do you believe Switchboard at The Royal Marsden acted upon your request? Do you believe the Sw itchboard acted upon your request? % Yes 4% No Figure 10. Figure 10 shows that 96% (26) of respondents felt that the Switchboard acted upon their request. 4%, one respondent did not. 13

14 % 4 iii). Have you any comments about how the Switchboard listened or acted upon your request? One response was recorded. This was positive. When the call was unanswered switchboard tried again, without my asking them, when the phone at the other end was not answered. 5i). Overall, how satisfied were you with the way Switchboard at The Royal Marsden dealt with your personal needs? Overall, how satisfied were you with the way Switchboard dealt with your personal needs? % % Very satisfied Satisfied Fairly satisfied Not satisfied Figure 11. Figure 11 shows that 59% (16) of respondents were very satisfied with the way switchboard at the Royal Marsden dealt with their personal needs. 3 (8) of respondents were satisfied and 11% (3) fairly satisfied. 14

15 5 ii). Overall, how satisfied were you with how Switchboard at the Royal Marsden dealt with your telephone call? Overall, how satisfied were you with the way Switchboard dealt with your telephone call? % % 2 1 Very satisfied Satisfied Fairly satisfied Not satisfied 7% Figure 12. Figure 12 shows that 59% (16) of respondents were very satisfied with the way Switchboard dealt with their telephone call. 33% (9) of respondents were satisfied and 7% (2) fairly satisfied. 5 iii). Have you any comments regarding how the Switchboard dealt with your personal needs or telephone call? Two individual responses were recorded. Both responses were positive. Listening skills are good and anticipation of my needs were excellent. Very satisfied. 15

16 6). Have you any further comments or suggestions regarding the Switchboard/telephone call which you would like to share with us? Three individual responses were recorded. Two of these were positive. I feel staff on the switchboard have empathy with the users of the service, and make every effort to satisfy customers promptly. I contact the RMH very often, and have done so for many years. I have always had a good response to all my queries. Preferred the previous system which was always efficient, friendly and helpful!. SECTION 2: IF YOU HAVE CONTACTED A DEPARTMENT OR SERVICE 23/30 respondence completed section 2 of the survey. 1 i). Did the Departmental staff at The Royal Marsden greet you when answering your telephone call? For example Good Morning Good Afternoon % Value Yes No I can t remember Table 5. 1 ii). Did the Departmental staff at The Royal Marsden identify themselves when answering your telephone call? % Value Yes - 95% 20 No - 5% 1 I can t remember Table 6. 1 iii). Did Departmental staff at The Royal Marsden identify their name when answering your telephone call? % Value Yes - 69% 11 No - 31% 5 I can t remember Table 7. 16

17 1 iv). Have you any comments about your first contact with the switchboard? One response was recorded. The response was positive. Excellent experience. I am very satisfied with the outcome. 2 i). How long did it take for Departmental staff at The Royal Marsden to answer your telephone call? % Value Less than 30 seconds 57% 13 Up to a minute 35% 9 Approximately 1-2 8% 2 minutes More than 2 minutes - 0 Did not answer - 0 I can t remember - 0 Table 8. 2 ii). How satisfied were you with this length of time? % Value Very satisfied 7 16 Satisfied 26% 6 Fairly satisfied 4% 1 Not satisfied - 0 Table 9. 3 i). Do you believe Departmental staff at The Royal Marsden answered your telephone call professionally? % Value Yes 96% 22 No 4% 1 I can t remember - - Table ii). Have you any comments about how the Departmental staff answered your telephone call? One response was recorded. The response was positive. Very understanding and gave me time to express my needs. 17

18 4. i) Do you believe Departmental staff at The Royal Marsden listened to your request? % Value Yes 96% 22 No 4% 1 I can t remember - - There was no request - - Table ii) Do you believe Departmental staff at The Royal Marsden acted upon your request? % Value Yes 96% 22 No 4% 1 I can t remember - - Table iii) Have you any comments about how the Departmental staff listened or acted upon your request? Two responses were recorded. These responses were both positive. I felt my communication was understood. Changed my appointment for mammogram to a different time with no problem. 5 i) Overall, how satisfied do you feel Departmental staff at The Royal Marsden dealt with your personal needs? % Value Very satisfied 66% 15 Satisfied 26% 6 Fairly satisfied 4% 1 Not satisfied 4% 1 Table ii) Overall, how satisfied do you feel with how Departmental staff at the Royal Marsden dealt with your telephone call? % Value Very satisfied 7 16 Satisfied 26% 6 Fairly satisfied - Not satisfied 4% 1 Table

19 5 iii) Have you any comments about how Departmental staff dealt with your personal needs or telephone call? Two responses were recorded. One of these responses was positive. My access to the person who could help me was effective. Sometimes need to call multiple times to get what/who I needed. I have succeeded on all occasions but it has been frustrating. 6 i) In the past if you have left a telephone answering machine message, did a member of staff at the Royal Marsden contact you within 2 working days? % Value Yes 75% 9 No 25% 3 Not applicable - 11 Table ii) Have you any further comments about your experience of answering machine messages, at the Royal Marsden? Have you any further comments or suggestions regarding switchboard/telephone which you would like to share with us? Two responses were recorded. One of these responses was positive My experience was good, so I have no further suggestions. Some departments, if they are not there at the time to answer the phone have on occasions not put their answerphone on. Why? 19

20 % 4. Face to face contact with customers: 134 face-to-face contacts were observed between a customer and staff member (reception). 98 (73%) of these were in the Chelsea Hospital and 36 (27%) were in the Sutton Hospital. a) The customers were greeted immediately or as soon as a staff member was free? Standard 10 The customers were greeted immediately or as soon as a staff member was free? % 97% Chelsea Sutton Figure 13. Figure 13 shows that in 97% of occasions observed (95/98 at Chelsea and 35/36 at Sutton) customers were greeted immediately or as soon as a staff member was free. There were four occasions were it appeared, to the auditor, that the customer had to wait longer than they should have. Please note: these are the views of the auditor through observation. 20

21 % % b) Did the staff member listen to what the customer had to say? Standard 10 Did the staff member listen to what the customer had to say? Chelsea Sutton Figure 14. Figure 14 shows that all staff members observed listen to what the customers had to say. Please note: these are the views of the auditor through observation. c) Did the staff member deal with the request promptly? Standard 10 Did the staff member deal with the request promptly? Chelsea Sutton Figure 15. Figure 15 shows that staff members dealt with the customers request promptly in all occasions at both Hospitals. Please note: these are the views of the auditor through observation. 21

22 % d) Were staff members courteous and respectful to the customer? - Standard 10 Staff were courteous and respectful to customers Chelsea Sutton Figure 16. Figure 16 shows that staff were courteous and respectful to customers at both Hospitals. Please note: these are the views of the auditor through observation. Conclusion: Overall, the results from this audit are positive showing high standards of customer service. Results should be presented back to staff with management congratulating staff on audit findings and encouraging and enabling further improvements in customer service. The incorporation of direct customer experience feedback was crucial in gaining a comprehensive review of practice. Recommendations: 1. The audit report to be presented at the Trust Customer Service Excellence Working Group. 2. A summary of the audit report to be presented at the Trust s Clinical Audit Committee. 3. The approved audit report to be distributed widely to Trust staff. 4. Results to be incorporated into learning & development customer service training packages. 5. Management to take stock of results and ensure improvements within their areas. 6. Staff to be congratulated on high standards of customer service, with management encouraging and enabling further improvements in customer service. 7. Further dissemination An article to be drafted for The Royal Marsden Magazine. 8. Monitoring of the auto attendant voice recognition service to be included within the reaudit 9. Re-audit within 18 months. 22

23 Action plan: Action(s) to be taken resulting from audit findings 1. The audit report to be presented at the Trust Customer Service Excellence Working Group. 2. A summary of the audit report to be presented at the Trust s Clinical Audit Committee. 3. The approved audit report to be distributed widely to Trust staff. 4. Results to be incorporated into learning & development customer service training packages. 5. Management to take stock of results and ensure improvements within their areas. By whom? (Name and designation) Quality Improvement Auditor Quality Improvement Auditor Quality Improvement Auditor Customer Service Trainers All management To be completed by when? (date) 23 rd July th July 2012 By late July 2012 On-going On-going 6. Staff to be congratulated on high standards of customer service, with management encouraging and enabling further improvements in customer service. 7. Further dissemination An article to be drafted for The Royal Marsden Magazine. All management Quality Improvement Auditor On-going September Monitoring of the auto attendant voice recognition service to be included within the reaudit Quality Improvement Auditor September Re-audit within 18 months. Quality Improvement Auditor September

24 Appendix 1. Customer Experience Survey Dear Patient or visitor, The Royal Marsden NHS Foundation Trust Cotswold Rd Sutton SM1 5PT Tel: Re: VOLUNTARY SURVEY - Your experience regarding contacting the Royal Marsden via telephone What is the purpose of this survey? We are conducting a survey regarding your experience of contacting The Royal Marsden NHS Foundation Trust through Switchboard or/and a department or service. Your views will be very important to us in helping gain your feedback and thus allowing us to improve our customer service. This survey is sectioned into two parts: SECTION 1: If you have contacted the Switchboard. SECTION 2: If you have contacted a Department or service Why have I been chosen? This survey is open to all who have contacted The Royal Marsden NHS Foundation Trust via telephone within the past 3 months. Do I have to take part? No. Taking part in this survey is voluntary. If you do not want to take part in the questionnaire, or to answer some of the questions, you do not need to. What would I have to do? If you decide to take part, please complete the attached survey, fold and place in the box marked RETURNS TELEPHONE CONTACT SURVEY. Who is organising the survey? The survey is being carried out by George Absi, Quality Improvement Auditor of The Royal Marsden NHS Foundation Trust. Will my response be kept confidential? Yes, all responses will be anonymous and the results will be presented in a format that does not allow any individual s answers to be identified. Contact for further information If you would like more information about the survey, have questions on how to complete it or would like to speak to a member of staff regarding your experience please contact George Absi telephone between and 16:30 Monday to Friday. Thank you for your time. 24

25 The Royal Marsden NHS Foundation Trust YOUR EXPERIENCE REGARDING CONTACTING THE ROYAL MARSDEN VIA TELEPHONE Patient experience survey, 2012 This is a survey about patient experience of customer service at the Royal Marsden Hospital NHS Foundation trust. The questions refer to your experience in the past 3 months. Taking part in this survey is voluntary. Your answers will be treated in confidence. Please read the following and indicate your answer to each statement by placing a tick in the appropriate box and comment in the free text. SECTION 1: If you have contacted The Royal Marsden Switchboard within the past 3 months. If you have not contacted the switchboard please go to SECTION 2 on page i) Did Switchboard at The Royal Marsden greet you when answering your telephone call? For example Good Morning Good Afternoon Yes No I can t remember ii) Did Switchboard at The Royal Marsden identify themselves as Switchboard when answering your telephone call? Yes No I can t remember iii) Did Switchboard at The Royal Marsden identify their name when answering your telephone call? Yes No I can t remember iv) Have you any comments about your first contact with the switchboard? 25

26 2. i) How long did it take for Switchboard at The Royal Marsden to answer your telephone call? Less than 30 seconds Up to a minute Approximately 1-2 minutes More than 2 minutes Did not answer I can t remember ii) How satisfied were you with this length of time? Very satisfied Satisfied Fairly satisfied Not satisfied 6. i) Do you think the Switchboard at The Royal Marsden answered your telephone call professionally? Yes No I can t remember ii) Have you any comments about how the Switchboard answered your telephone call? 4. i) Do you think the Switchboard at The Royal Marsden listened to your request? Yes No I can t remember There was no request ii) Do you believe Switchboard at The Royal Marsden acted upon your request? Yes No I can t remember There was no request iii) Have you any comments about how the Switchboard listened or acted upon your request? 5. i) Overall, how satisfied were you the way Switchboard at The Royal Marsden dealt with your personal needs? Very satisfied Satisfied Fairly satisfied Not satisfied ii) Overall, how satisfied were you with how Switchboard at the Royal Marsden dealt with your telephone call? Very satisfied Satisfied Fairly satisfied Not satisfied 26

27 iii) Have you any comments regarding how the Switchboard dealt with your personal needs or telephone call? 6. Have you any further comments or suggestions regarding the Switchboard/telephone call which you would like to share with us? Please continue the survey overleaf, if you have contacted a Department or service at The Royal Marsden within the last 3 months. If you have not contacted a Department or service please return your completed survey in the box marked RETURNS TELEPHONE CONTACT SURVEY. Thank you for your time. 27

28 SECTION 2: If you have contacted a Department or service at The Royal Marsden within the last 3 months. 1 i) Did the Departmental staff at The Royal Marsden greet you when answering your telephone call? For example Good Morning Good Afternoon Yes No I can t remember ii) Did the Departmental staff at The Royal Marsden identify themselves when answering your telephone call? Yes No I can t remember iii) Did Departmental staff at The Royal Marsden identify their name when answering your telephone call? Yes No I can t remember iv) Have you any comments about your first contact with the switchboard? 2. i) How long did it take for Departmental staff at The Royal Marsden to answer your telephone call? Less than 30 seconds Up to a minute Approximately 1-2 minutes More than 2 minutes Did not answer I can t remember ii) How satisfied were you with this length of time? Very satisfied Satisfied Fairly satisfied Not satisfied 3. Do you believe Departmental staff at The Royal Marsden answered your telephone call professionally? Yes No I can t remember ii) Have you any comments about how the Switchboard answered your telephone call? 28

29 4. i) Do you believe Departmental staff at The Royal Marsden listened to your request? Yes No I can t remember There was no request Further comments?... ii) Do you believe Departmental staff at The Royal Marsden acted upon your request? Yes No I can t remember There was no request ii) Have you any comments about how the Switchboard listened or acted upon your request? 5. i) Overall, how satisfied do you feel Departmental staff at The Royal Marsden dealt with your personal needs? Very satisfied Satisfied Fairly satisfied Not satisfied Further comments?... ii) Overall, how satisfied do you feel with how Departmental staff at the Royal Marsden dealt with your telephone call? Very satisfied Satisfied Fairly satisfied Not satisfied iii) Have you any comments about how Departmental staff dealt with your personal needs or telephone call? 6. i) In the past if you have left a telephone answering machine message, did a member of staff at the Royal Marsden contact you within 2 working days? Yes No Not applicable ii) Have you any further comments about your experience of answering machine messages, at the Royal Marsden? 29

30 7. Have you any further comments or suggestions regarding switchboard/telephone which you would like to share with us? Thank you for taking the time to complete this survey. Please return your complete survey in the box marked RETURNS TELEPHONE CONTACT SURVEY. Feedback will be given through 30