Call your practice as if you were a patient, both during and after business hours.
- Did you get a busy signal?
- How long did you wait for staff to answer the phone?
- How long did it take to reach the staff member or obtain the information you wanted?
- If using an automated system, were the menus easy to understand? How many buttons did you need to press?
- Were you put on hold? For how long?
- Were you transferred to more than one other person?
- Were you instructed to call another number or told to use the patient portal?
Use the Health Literacy Environment Activity Packet (PDF File, 142 KB) to assess other aspects of your phone system.