>No matter how
>much you try to anticipate all the needs of the caller, many will not
>find an option that meets their needs, and will be frustrated if they
>cannot speak to a human being.
We found exactly this when we went over from automatic diversion to an
answerphone with recorded message for out of hours. The number of patient
contacts dropped dramatically. :-)
Dr GM Trowell
Highbridge Medical Centre
Highbridge
Somerset TA9 3YA
01278 783220
[log in to unmask] this bit
Highbridge - a cemetery with lights
-----Original Message-----
From: John D Dalton <[log in to unmask]>
To: [log in to unmask] <[log in to unmask]>
Date: 15 March 1998 19:36
Subject: Re: Phone management
>In article <[log in to unmask]>, the following appeared:-
>
>>It made me think whether there's more scope for GPs to deploy similar
>>tactics. Quite a few surgeries have a divert for people wanting
>>repeat prescriptions, I wonder what other circumstances of call you
>>could automate in this way!
>
>When I ring a business that has this sort of system, it makes my blood
>boil. Use it only if you want to upset your patients. No matter how
>much you try to anticipate all the needs of the caller, many will not
>find an option that meets their needs, and will be frustrated if they
>cannot speak to a human being.
>
>My GP's surgery raises my blood pressure by playing something
>reminiscent of a musical box while I am on hold.
>--
>John D Dalton
>
>Please do not send plain text messages in HTML format.
>
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