As many patients are aware we have had a new telephone system installed and we have had quite severe problems which the engineers have been working on to rectify. This resulted in us being unable to take incoming calls at two of our sites and also calls being cut off without any apparent reason.
Despite us moving staff to the main site to take these calls we understand how frustrating it has been for patients and ultimately we realise the service was well below reasonable levels and we would like to express our apologies for this.
The company gave us an update indicating the fault was due to issues with the fibre lines and they had to re-order new lines. They attempted an interim fix but this caused the problem where patients were queueing and then the call went silent and although the call was still in the queue, this would not be obvious to the patient who then ended the call.
The company have now given reassurances that they have resolved these issues and also added a more robust system to try and prevent this reoccurring.
Please be assured we are committed to providing the best service possible and this was why this telephone system was installed and we are confident that once we get over these teething problems you, our patients, will receive improved access as all calls can be taken at any site.
We thank you for your continued patience.
The Grange Medical