Freephone & translation

Our Freephone Helpline is open from 9am to 6pm, Monday to Friday and is run by our staff here at the Oxford offices. In the course of a survey between 2% and 5% of patients call us, for a number of reasons - that they have a query about the survey or questionnaire, that they want to opt-out or all too ill to complete the questionnaire, that they have received a reminder but never received a questionnaire (lost by Royal Mail), that a patient has died, or that they are ineligible for the survey.

We provide a multi-language sheet that offers help with the survey in the 20 most common languages other than English (as used by NHS Direct). If patients need help in their language, we get an interpreter from LanguageIsEverything to go through the query, or complete the questionnaire in their language. Our experienced call handlers guide this process.