As previously advised, the surgery has increased the number of lines into the surgery to help cope with demand, along with the number of admin to answer the calls. A Patient Participation Group member recently raised a query around patients not being able to get through to the surgery at very busy times, and receiving a message like – ‘your call cannot be connected’.
The PPG had wondered if our phone provider could add a message along the lines of ‘the lines are busy at the moment, please try again later’. We have spoken with IT Telephony and they advise that we could have a message like one above – but – this will incur a cost to the patient to hear the message as the lines have to connect and are chargeable.
We have considered this and we don’t want patients to incur any charges in possibly hearing messages at busy times, so have decided to leave the service as is. We do not want to leave some patients in a position of not having enough credit / minutes to phone the surgery.
We hope you consider this to be a reasonable course of action.