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Table 3 Callers' views about advice given during their call to NHSDW and rule based rating

From: An evaluation of the appropriateness of advice and healthcare contacts made following calls to NHS Direct Wales

  Survey 1 Survey 2
  n % n %
Appropriateness of advice     
Very appropriate 500 68.6 302 71.7
Quite appropriate 173 23.7 67 20.7
Not very appropriate 27 3.5 17 4.0
Not appropriate at all 29 3.7 15 3.6
Not answered 45   36  
Appropriateness of advice about timing     
About right 462 83.2 295 85.3
Problem was more urgent than NHSD said 15 2.7 7 2.0
Problem was less urgent than NHSD said 20 3.6 9 2.6
No advice given on timing 58 10.5 35 10.1
Not answered 219   111  
Helpfulness of advice     
Very helpful 495 69.1 297 71.6
Quite helpful 163 22.8 82 19.8
Not very helpful 39 5.5 22 5.3
Not helpful at all 19 2.7 14 3.4
Not answered 58   42  
How easy it was to follow advice     
Very easy 541 76.7 324 76.8
Quite easy 119 16.9 62 14.7
Quite difficult 32 4.5 16 3.8
Very difficult 13 1.8 20 4.7
Not answered 69   35  
Total 774 100.0 457 100.0
Rule based rating of health actions following call     
Necessary and sufficient 624 80.6 362 84.4
Unnecessary 132 17.1 47 11.0
Insufficient 11 1.4 14 3.3
Unclassifiable 7 0.9 6 1.4
Total 774 100.0 429* 100.0
  1. *dental calls were excluded as shortages in provision in Wales at the time of survey 2 distorted the assessment of appropriateness of contacts made for these calls