A survey of the out of hours telephone messages of GP practices in Hampshire
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Healthwatch Hampshire wanted to check that the pre-recorded messages for out of hours cover in 144 GP surgeries in Hampshire are clear, professional and simple. This is to ensure that patients are able to understand how to access the appropriate service depending on their need.
Overall the GP practices provided a good level of information that was suitable to advise patients of out of hours arrangements. There were a small number of areas that could be improved.
One practice did not have an out of hours message.
97% of practices in Hampshire had a message that was activated promptly.
19% of practices failed to provide any advice on what to do in an emergency
All but one GP practice included information about out of hours numbers but 4% failed to inform patients of NHS 111.
27% of GP practices made reference to an incorrect out of hours number. It would be simpler for patients to be referred directly to NHS 111.
3% messages were of poor audible quality.
19% of practices failed to include their opening hours in their message.