Great feedback and response rates in refreshed digital patient survey
NHS 24 has introduced a new digital survey to collect caller feedback, which has achieved impressed response rates and positive results in its initial cycle.
Caller feedback is now recorded digitally by sending a text to patients after they contact 111. The message invites participants to complete a short survey about their experiences and has yielded a response rate 3.75 times greater than the previous process – 15% compared to the 4% of the previous postal survey.
The almost 40,000 recorded responses have also given greater insight into patient’s opinions on 111:
- 6% rated their experience as excellent or good
- 92% felt staff communicated clearly and effectively
- 94% understood the information and instructions provided
27,000 comments were also received on topics such as communication, waiting times, emergency dental care, and service navigation.
One survey respondent praised the service provided by NHS 24 by saying:
“I’ve called NHS 24 before and never felt as calm, reassured or listened to as I have tonight by both Caroline (call handler) and Alison (clinician). Both women had such a lovely tone and mannerism throughout my call. Big thank you to them both.”
Forming part of NHS 24’s wider commitment to continuous improvement and supporting the ambitions outlined in the corporate strategy and three-year delivery plan, this feedback is already leading to service improvements and is helping to identify where further enhancements could be made.
“The valuable feedback we receive through this digital survey enables us to continually review and enhance every aspect of our service,” said Joanne Edwards, Director of Service Delivery at NHS 24.
“By listening to our callers, we can ensure we meet their needs and deliver the highest standard of care possible. Every response, whether praise or constructive criticism, helps us learn and evolve, ensuring our service remains responsive, inclusive, and consistently improving for everyone who relies on us.”