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Practice News


TELEPHONES UPDATE

TELEPHONES UPDATE

Hi Everyone,


The tech team at Patient Partner who provide the telephone software for us have implemented what we hope is a solution to the looping problems you have all been experiencing.


What was the problem: Two people could be on the phone to a receptionist, Four people could queue behind them waiting to be answered, this was the maximum the system could handle so any callers after this would be looped back to the main menu if they pressed the option to speak to a receptionist.

 

What has been changed: Two people can be on the phone to a receptionist, Four people can queue behind them waiting to be answered (these will hear a ringing phone sound) Four people can queue behind them (These will hear some hold music). This is the maximum number of callers the phone software can take so if there are more than 10 people calling at once the phone line will be engaged preventing more calls coming in and being looped.


This seems like a huge improvement to us and we hope that you will agree the next time you call.

 

Also, we plan to double the number of staff that will be answering the telephone in the coming months so the situation should improve further.

 

Thank you for your patience during this time.

 

 

DVGP