"Phone answering waiting times"

About: Kerang Medical Clinic

(as the patient),

Recently I called the clinic to book an appointment for my child. It took 15 minutes before the phone was answered by a staff member. Every time I attempted to call, the phone rang for more than 1 minute and 27 seconds and then hung up. 

I feel that for a medical clinic to not have an automatic pickup and queue when on hold is terrible. When ringing there is nothing at all that even gives you the indication that you have called the medical clinic.

I understand a new phone system has been installed and with some more tweaking, it will be perfect.

Responses

Response from Chloe Keogh, Director of Clinical Services, Kerang District Health 12 months ago
Chloe Keogh
Director of Clinical Services,
Kerang District Health
Submitted on 06/08/2019 at 12:24
Published on Care Opinion at 12:31


picture of Chloe Keogh

Dear Phonefixer,

I am responding in the first instance to your story as I am the executive in charge of the Kerang Medical Clinic, and the Practice Manager is currently on leave.

Thank you for taking the time to write about your phone experience. You are correct that this service has a new phone system in place, and so should have better responsiveness than the previous system. Additionally, there has in the last week been Hot Docs installed, where you can make an appointment electronically: https://www.hotdoc.com.au/medical-centres/kerang-VIC-3579/kerang-medical-clinic/doctors

This does not take away from the fact that it took 15 minutes for your phone call to be responded to. I will follow up with the staff who work in the clinic and be back in touch with you regarding some possible solutions to reduce this wait time on the phone.

Again, thank you for your observations.

Kind Regards

Chloe

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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