Usertick
Start free
Nurse advice line survey template

Hear how the call went, from the people who called

Three questions for right after a nurse advice call: how long callers waited, how reassured they felt and what they did next. Use it as it is or change any question, and Usertick reads every response for urgency and customer risk.

Get started freeAll templates

What this nurse advice line survey tells you

A nurse advice line survey asks callers about the service around the advice: how long they waited to reach someone, how reassured they felt when they hung up and what they did next. This template asks three questions in about half a minute and never asks what the call was about.

It runs by link. Usertick sends no texts, so put the survey link in the follow-up message your own phone system sends after the call, or in your own email. Callers already on your contact list can get it by Usertick email, and the link can also sit on your website's nurse line page.

Results shows the share of each waiting band, the average on the reassurance scale with a column per step, and the share of each next step, from following the advice at home to going to urgent care. Each response gets an urgency and a customer risk reading, so a caller who needs a follow-up is easy to find in the inbox.

As a linkOn your websiteIn an emailAs a conversation
Questions
3
Time to answer
Under a minute
Written for
Right after the call, by a link in your own follow-up message
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

The 3 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 3 · Multiple choice

How long did you wait to speak to someone?

Why ask it
People who call a nurse line are often worried, so every minute on hold counts. Bands from no wait to more than 15 minutes match how callers remember time on hold.
What you learn
A donut with the share and count of each band, and the stacked shares over time, so a busy season shows up as a growing share of the longer waits.
Make it yours
Set the bands around your own service target, such as answering within 5 minutes.
Question 2 of 3 · Big scale

How reassured did you feel after the call?

Why ask it
Reassurance is what callers came for, whether the advice was to stay home or to be seen. A 1 to 10 scale from not at all to completely shows how the call left them.
What you learn
The average and a column per step from 1 to 10, compared with the period before. Select the low columns to see how long those callers waited and what they did next.
Make it yours
Read it beside the wait: low reassurance after a long hold points to staffing, and low reassurance after a short hold points to the call itself.
Question 3 of 3 · Multiple choice

What did you do after the call?

Why ask it
What callers did after the call shows whether the advice led somewhere, from home care to an appointment or urgent care, without asking about their health.
What you learn
A donut with the share and count of each next step, and the stacked shares over time.
Make it yours
Select Nothing yet to see how reassured those callers felt, since a low score there can mean the advice wasn't clear.

What the answers show

Results turns each question into numbers you can follow week by week.

How long did you wait to speak to someone?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

What did you do after the call?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Nurse advice line in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send the link from your phone system

    Usertick sends no texts, so put the survey link in the message your own phone system sends after each call, and tag it with ?utm_source=call so each answer keeps its source.

  2. 02

    Add an open question when needed

    When the numbers move and you want the reason, add an optional text question, and Usertick files each answer under a category such as waiting times or staff and communication.

  3. 03

    Get an alert when reassurance drops

    On every plan, an alert can post to Slack or Microsoft Teams when the average reassurance score falls below a line over the last 7 days.

  4. 04

    Keep symptoms out of the survey

    Ask about the wait, the reassurance and the next step, never the reason for the call. Usertick's terms don't allow medical details in surveys, and Usertick doesn't sign business associate agreements.

Customer supportPatient satisfaction surveysLink and QR code surveysGetting mental health support questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportAfter dischargeCheck that patients understood their discharge instructions and know who to call. Send it two to three days after they go home.
SupportMedical bill clarityFind out whether patients understood their bill and how easy it was to pay. Send it a week after the bill goes out.
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.

Questions from the library

Browse the question library
  1. How easy was it to ask for support in the first place?Customer effort · Getting mental health support
  2. How many weeks did you wait for your first session?Ruler · Getting mental health support
  3. Did you know what options were open to you?Yes / No · Getting mental health support
  4. How would you rate the care you get at home?Stars · Care at home
  5. Do the visits happen when they are meant to?Yes / No · Care at home
  6. How many visits do you get in a normal week?Number · Care at home

Frequently asked questions

By link. Usertick sends no texts, so the link goes in the follow-up message your phone system sends, in your own email, or in a Usertick email to callers on your contact list.

Right after the call, while the wait and the conversation are fresh. Three questions take about half a minute on a phone.

Yes, by link or QR code with anonymous responses turned on. Usertick then stores no user ID, traits or visitor ID with the answers.

Select the low scores and look at their waiting band first. Long holds point to staffing; short holds with low reassurance point to how calls end, such as a clear summary of what to do next.

No. Usertick's terms don't allow health records or medical details in surveys and Usertick doesn't sign business associate agreements, so the questions stay on the wait, the reassurance and the next step.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

Listen better, act faster, and build what truly matters.

Start free, see what your customers mean, and get each answer to the person who can act on it.

Get started freeTalk to sales
  • 150 responses a month on Free
  • Every channel and AI analysis
  • No card needed