Media release

3 February 2012

New streamlined phone system for Buller Health Medical Centre

Patients calling Westport’s Buller Health Medical Centre are being asked to think ahead about what type of service they are seeking, when a new automated telephone service kicks in this month.

Buller Health Manager Jenny Robertson says that after a weekend, and particularly following a long weekend, phone congestion has become a real issue. Patients and staff, whether being helped at the medical centre reception or over the phone, have become increasingly frustrated with interruptions and delays.

The new system involves a dedicated telephonist, two (rather than one) telephone-based nurses and an automated selection system.

Under the new system, reception staff will focus on patients in the clinic; making appointments, taking payments and generally looking after their requirements.

The automated system will mean callers will be given three options to follow. Depending on the level of urgency, choices include requesting an urgent appointment by asking to speak to a nurse, being put through to the repeat prescription line, requesting a routine appointment or asking for a nurse to call back. If all the lines are still busy the caller is asked if they wish to continue to hold or call back.

“What we really want is for people to be clear about why they are ringing so that they make the right choice, and we can respond most efficiently and quickly. The repeat script line is one way of doing this, and patients who have been advised by their doctor or nurse that they are eligible for this service can quickly order a repeat of their script.”

The change-over is planned for the week of 15th February. The switch will be supported with advertising to raise awareness of the change, and staff will be talking callers through the new system during the changeover period.

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