You said, we did; introducing new menu options to our telephone system

You said, we did; introducing new menu options to our telephone system

  • Posted by Tom Finan
  • On 15th April 2019
We are a little more advanced than this…

Here at YHP we are constantly looking at ways to improve the service that we offer; we know that some things are easier to fix than others!

One area in particular that people talk to us about is our telephone system; you will no doubt be aware that that we switched to our new provider back in October 2018.

Feedback has been positive so far with far fewer dropped calls and an overall improvement in the amount of time that people are waiting for their calls to be answered.

We are still very busy however and between January and March this year we received 131,581 incoming calls; that’s like filling all the seats at The Hawthorns stadium and getting everyone to call us 5 times!

So, based on your comments from Tuesday 23rd April we are starting to introduce some simple menu options to help you to navigate our system:

  • Option 1: Home Visits – use this option if you would like to request to be visited at home by a member of our Home Visiting Team; we would ask that these requests are made as early as possible, preferably before 10:00am

  • Option 2: Nurse Appointment – use this option to book an appointment with a member of our nursing team

  • Option 3: Test results & questions about medication – use this option if you would like to discuss test results or have a question about medication that you are taking.

  • Option 4: Any other appointment – use this option if you would like to book an appointment with any other member of our team.

As with any change we know that this isn’t going to perfect straight away so it’s important that you tell us about your experiences so that we can continue to make improvements 

You can do this online by visiting ‘tell us what you think’ or by talking directly to any of our colleagues.