UPA Synaxis PBX Worker Satisfaction Survey

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* 1. Which UPA Service do you belong to?

Head Office

Richmond Lodge - North Coast

Home Care - North Coast

Ascott Gardens - Central West

Home Care - Central West

Regional Office - Central West

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* 2. What best defines your role?

Management

Administrative

Finance

Facility/Care Management

Care Staff

Support Services

Community

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* 3. How long have you been using Dovera’s Synaxis Phone System?

> 6 months

3-6 months

1-3 months

< 1 month

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* 4. What type of device are you mainly using?

Grandstream Desk Phone

Grandstream Portable Phone

Nurse Call Dect Phone

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* 5. Is the device easy to use?

Yes

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* 6. Have you been trained in how to use the device?

Yes

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* 7. Do you have access to the user guides on how to use the phones?

Yes

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* 8. Is the device better/similar/worse than your previous handset at work?

Better

Similar

Worse

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* 9. Are you currently experiencing any issues with the Phone system?

Yes

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* 10. How often are you experiencing issues?

Daily

Weekly

Monthly

Occasionally

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* 11. What time of the day are the issues more prevalent?

Morning

During the day

Night

Weekend

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* 12. Please tick the type of issues you are currently experiencing? (tick as many as you experience)

Call not connecting

Call drops out when talking

Caller can’t hear you

You can’t hear caller

Caller sounds distant/under water

You sound distant/under water to the caller

Calls not following the designed, tested and signed off workflow

Other (please specify)

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* 13. On a scale of 1-3, how frustrated are you with issues you are experiencing?

1 - Very frustrated

2 - Frustrated

3 - Not frustrated

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* 14. On a scale of 1-3, what impact are any phone system issues having on your daily work?

1 - Extremely Impacted

2 - Slightly Impacted

3 - Not Impacted

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* 15. Has the new phone system had a positive change of the communication between staff and customers in your service?

Yes

Please explain.

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* 16. Have you recently had any staffing or operational changes (e.g. new/exit staff, working from home, etc)?

Yes

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* 17. If Yes, were the possible effects in phone communication considered as part of the change?

Yes

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* 18. If phone changes were considered, were these communicated to Doveria for the Phone system workflow to be updated?

Yes

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* 19. Are you aware of the Doveria Helpdesk support and how to use it?

Yes

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* 20. Have you used the Doveria Helpdesk Support?

Yes

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* 21. Is your support call dealt with in a timely manner in accordance with the Service Level Agreements (SLA)?

Yes

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* 22. On a scale of 1 to 5 how satisfied are you with the support you receive from Doveria?

1 - Extremely satisfied

2 - Satisfied

3 - Neutral

4 - Dissatisfied

5 - Extremely dissatisfied

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* 23. During the period of the phone system implementation, please rate on a scale of 1-5 your satisfaction in the project deployment (scoping, requirements, communication, training, documentation and go-live)

1 - Extremely satisfied

2 - Satisfied

3 - Neutral

4 - Dissatisfied

5 - Extremely dissatisfied

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* 24. Do you have any recommendations on areas of improvement for the services Doveria provide to UPA. Please list the service and your comment. (helpdesk support, Phone System, project management)

UPA Synaxis PBX Worker Satisfaction Survey

Please answer as many in the questions below.

Question Title

* 1. Which UPA Service do you belong to?

Question Title

* 2. What best defines your role?

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* 3. How long have you been using Dovera’s Synaxis Phone System?

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* 4. What type of device are you mainly using?

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* 5. Is the device easy to use?

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* 6. Have you been trained in how to use the device?

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* 7. Do you have access to the user guides on how to use the phones?

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* 8. Is the device better/similar/worse than your previous handset at work?

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* 9. Are you currently experiencing any issues with the Phone system?

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* 10. How often are you experiencing issues?

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* 11. What time of the day are the issues more prevalent?

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* 12. Please tick the type of issues you are currently experiencing? (tick as many as you experience)

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* 13. On a scale of 1-3, how frustrated are you with issues you are experiencing?

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* 14. On a scale of 1-3, what impact are any phone system issues having on your daily work?

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* 15. Has the new phone system had a positive change of the communication between staff and customers in your service?

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* 16. Have you recently had any staffing or operational changes (e.g. new/exit staff, working from home, etc)?

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* 17. If Yes, were the possible effects in phone communication considered as part of the change?

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* 18. If phone changes were considered, were these communicated to Doveria for the Phone system workflow to be updated?

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* 19. Are you aware of the Doveria Helpdesk support and how to use it?

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* 20. Have you used the Doveria Helpdesk Support?

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* 21. Is your support call dealt with in a timely manner in accordance with the Service Level Agreements (SLA)?

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* 22. On a scale of 1 to 5 how satisfied are you with the support you receive from Doveria?

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* 23. During the period of the phone system implementation, please rate on a scale of 1-5 your satisfaction in the project deployment (scoping, requirements, communication, training, documentation and go-live)

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* 24. Do you have any recommendations on areas of improvement for the services Doveria provide to UPA. Please list the service and your comment. (helpdesk support, Phone System, project management)

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* 25. Additional comments/feedback: