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Care Opinion

Phone waiting time

Posted By Goodbye

"Phone waiting time"

About: Dental Clinic - Southport

(as a parent/guardian),

I felt angry!

I called your service and we were second in the queue. After 13 min wait I took the option of your call back system...you called me back as first in the queue (cutting into my afternoon) and then kept me on hold listening to your "5 star service", "smile on my face" service for 21 minutes before I hung up, said goodbye to my spouse's dental service and went to another service. I am smiling! It is also free and affordable..but they let me make an appointment. I have not cancelled my child's appointment because I couldn't contact you.

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Responses

Response from Amanda Wilson, Quality Manager, Org Support and Development, Star Health 4 years ago
We are preparing to make a change
Amanda Wilson
Quality Manager, Org Support and Development,
Star Health

Submitted on 8/05/2019 at 1:08 PM
Published on Care Opinion at 1:32 PM

Hi Goodbye,

Thank you for providing feedback around the wait times you experienced when calling through to StarHealth. I’m sorry to hear you experienced issues with our call back function and want to investigate it further so we rectify the obvious problem you faced when selecting that option. The call back feature should only call you back when there’s less than a one-minute wait time, so to hear this wasn’t the case is concerning.

To properly investigate and rectify the issue I’d like to chat with you further so we can pinpoint the root cause and aim to get it resolved. I would like to speak to you directly if possible. If you’re open to a discussion please feel free to call me on 9684 4205 or email your information through to info@starhealth.org.au addressing the email to Josh.

Kind regards,

Josh Barretto

Service Experience Manager

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