Having worked with numerous NHS trusts, I know that patients getting through to a ward can be difficult. Quite often, a patient will call the hospital main number because not all ward numbers are published. A caller can wait a long time during busy periods for a switchboard operator to answer. The switchboard operator will then transfer the patient to the ward. It is frustrating for callers who have waited a long time to reach the switchboard only to be disconnected with announcement after only 75 seconds once transferred to the ward. Wards are busy places and patients will hang on for a long time to discuss relatives when staff are busy. Once a caller is disconnected, it will mean callers having to go back through the switchboard again. Having the ability to extend the ring time above the current 75 second limit will prevent any need for admin heavy workarounds to be implemented and lead to a better solution in NHS trusts. I would suggest increasing the current wait timer to 10 minutes. Ps. Voicemail is not an option in most instances due to the nature of the healthcare industry.
Chris
supported this idea
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Having worked with numerous NHS trusts, I know that patients getting through to a ward can be difficult. Quite often, a patient will call the hospital main number because not all ward numbers are published. A caller can wait a long time during busy periods for a switchboard operator to answer. The switchboard operator will then transfer the patient to the ward. It is frustrating for callers who have waited a long time to reach the switchboard only to be disconnected with announcement after only 75 seconds once transferred to the ward. Wards are busy places and patients will hang on for a long time to discuss relatives when staff are busy. Once a caller is disconnected, it will mean callers having to go back through the switchboard again. Having the ability to extend the ring time above the current 75 second limit will prevent any need for admin heavy workarounds to be implemented and lead to a better solution in NHS trusts. I would suggest increasing the current wait timer to 10 minutes. Ps. Voicemail is not an option in most instances due to the nature of the healthcare industry.