We have a norstar M7100 phone system in our practice.
It has 5 lines, one is ex directory, one is for emergencies, the other three
are listed for enquiries, appointments and prescription requests.
We are having difficulty answering the phone promptly - sometimes this is
due to shortage of staff in the office, there are usually 2-4 staff in
reception at any one time, but also if a call is transferred to an
extension, other calls coming in on that extension can't be answered. The
caller gets a ringing tone, not an engaged tone, so gets a bad impression of
the practice. We have 3 phones in the reception office and one on the
reception desk, where the appointment book is kept. Nurses appointments are
on computer (EMIS) but we have failed to usde this for doctors appointment
due to a complex rota system.
I think incoming calls should be answered within eg 6 rings - has anyone got
a system that works? I'm not sure if the solution is office reorganisation,
reducing the number of incoming lines or altering the phone system.
We need to continue phone requests for scripts as we are in a rural area.
Apologies if this has been discussed recently - I have been off GP-UK for a
while.
Gwen
Gwen Richards - GP Beaumaris
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