You said; we did – the ‘closed’ message is no more

You said; we did – the ‘closed’ message is no more

  • Posted by Tom Finan
  • On 19th February 2020

Those who contact us regularly may be familiar with the message that we add to the telephone system to inform people that there are no appointments left on any given day.

After talking to patients, it has become clear that this is causing some confusion and is preventing us from having the quality conversations that we need to be able to help patients to access the right service.

For example, many people contact us with the assumption that they need an appointment and are therefore turned away by the message – if they can speak to someone and describe what they need, then we will be able to discuss the options that are available.  

Part of the reason that we added a message like this to our system was to support our telephony team – on occasion they have been on the receiving end of inappropriate language and personal comments from people who are generally frustrated at not being able to get an appointment.

We have listened to your comments and are making this change in an effort to improve your experience. Please help us to help you by treating our colleagues with the same respect that you expect from them – similarly if you feel our team fall below this standard of mutual respect, then we want to hear about it.

Finally, and as always, thank you for taking the time to share your feedback with us – by working together we can continue to find ways to get better at what we do.

Thank you.