111 Service Friends and Family Test Survey February 2016 Number of Responses Postal Surveys 61 Activity Number of 111 calls (answered) 56,269 % Variance from previous month Number Percentage How likely are you to recommend our service to friends and family if they needed similar care or treatment? Extremely Likely and Likely 52 86.7 -7.9 Extremely Likely 35 58.3 -10.5 Likely 17 28.3 +6.2 Neither likely nor unlikely 2 3.3 +0.7 Unlikely 3 5 +2.4 Extremely unlikely 3 5 +1.1 Don't know 0 0 0 Trend Graph Free Text Positive Total Negative Total Positive Total Negative Total Sub Codes Sub Comments Description Code Count % Count % Count % Count % Relationship 27 27.8 1 4.5 Themes Reassuring/put at 10 10.3 1.1 ease 1 Emotional Support 11 11.3 Caring 1 1.0 1.2 Knowledgeable 1 1.0 3.1 Good/Excellent Staff 4 4.1 3.2 3 Quality of staff 16 16.5 1 4.5 Friendly staff 8 8.2 3.3 /professionalism Helpful staff 3 3.1 3.5 Attitude 1 4.5 3.6 Transactional 70 72.2 21 95.5 Themes Quick response – 17 17.5 2 9.1 6.1 111 6 Timeliness and 21 21.6 11 50.0 access to care Quick response - 3 13.6 6.2 Ambulance
111 Service Friends and Family Test Survey February 2016 Number of Responses Postal Surveys 61 Activity Number of 111 calls (answered) 56,269 How likely are you to recommend our service to friends and family if they needed similar care or treatment? Number Percentage % Variance from previous month Extremely Likely and Likely 52 86.7 -7.9 Extremely Likely 35 58.3 -10.5 Likely 17 28.3 +6.2 Neither likely nor unlikely 2 3.3 +0.7 Unlikely 3 5 +2.4 Extremely unlikely 3 5 +1.1 Don't know 0 0 0 Trend Graph Free Text Comments Positive Total Negative Total Sub Codes Description Sub Code Positive Total Negative Total Count % Count % Count % Count % Relationship Themes 27 27.8 1 4.5 1 Emotional Support 11 11.3 Reassuring/put at ease 1.1 10 10.3 Caring 1.2 1 1.0 3 Quality of staff /professionalism 16 16.5 1 4.5 Knowledgeable 3.1 1 1.0 Good/Excellent Staff 3.2 4 4.1 Friendly staff 3.3 8 8.2 Helpful staff 3.5 3 3.1 Attitude 3.6 1 4.5 Transactional Themes 70 72.2 21 95.5 6 Timeliness and access to care 21 21.6 11 50.0 Quick response – 111 6.1 17 17.5 2 9.1 Quick response - Ambulance 6.2 3 13.6