Table 4 Characteristics of CPs, pharmacy staff, and mystery calls
Frequency (n) | Percentage (%) | |
|---|---|---|
All CPs/mystery calls | 257 | 100 |
Districts of the CPs | ||
Charlottenburg-Wilmersdorf | 35 | 13.6 |
Friedrichshain-Kreuzberg | 19 | 7.4 |
Lichtenberg | 16 | 6.2 |
Marzahn-Hellersdorf | 17 | 6.6 |
Mitte | 28 | 10.9 |
Neukölln | 20 | 7.8 |
Pankow | 24 | 9.4 |
Reinickendorf | 14 | 5.4 |
Spandau | 15 | 5.8 |
Steglitz-Zehlendorf | 24 | 9.4 |
Tempelhof-Schöneberg | 28 | 10.9 |
Treptow-Köpenick | 17 | 6.6 |
Time of the mystery call | ||
08:00 am –12:00 pm | 78 | 30.3 |
12:01 pm – 04:00 pm | 105 | 40.9 |
04:01 pm–08:00 pm | 74 | 28.8 |
Gender of the pharmacy staff | ||
Male | 39 | 15.2 |
Female | 218 | 84.8 |
Call attempts | ||
1 attempt | 224 | 87.2 |
2 attempts | 26 | 10.1 |
3 attempts | 7 | 2.7 |
Forwarding to other staff | ||
No | 233 | 90.7 |
Yes | 24 | 9.3 |
Call duration | ||
0:00–1:00 min | 48 | 18.7 |
1:01–2:00 min | 69 | 26.8 |
2:01–3:00 min | 68 | 26.5 |
3:01–4:00 min | 43 | 16.7 |
> 4:00 min | 29 | 11.3 |
Placed on hold after call acceptance | ||
None | 222 | 86.4 |
≤ 1:00 min | 33 | 12.8 |
> 1:00 min | 2 | 0.8 |