We are reaching out today to apologize and address concerns many of you have raised. Concerns that we also share. Over the past few years, it has become increasingly difficult to reach a live person on our phone lines. In the past 4 months, getting an appointment has also been increasingly difficult; having to wait longer than typical for a same day sick visit, when booking a follow-up, or scheduling a well exam.
We are actively working to resolve these issues and anticipate that over the next several months you’ll see a significant improvement in the level of service provided. We are committed to delivering a quality patient experience from the moment you call our office to the moment you leave.
Over the past 6 months, we have actively been recruiting, hiring, and training new team members. Many of you have seen our recruiting emails, and some have expressed concerns that this means “we’re getting bigger.” During the pandemic, we found that the needs of our patients have drastically changed. There has been an increase in both medical and mental health complexity. This has resulted in a higher demand for affordable mental health services, longer appointment times with our providers, and more advice and reassurance from our triage nurses.
In addition, the need for COVID testing and clearance appointments required by schools and workplaces has created a tremendous burden on all pediatric offices in the area. We know how important getting tested and having timely results is to your family, we will continue to meet those needs to the best of our ability.
Here is a glimpse of what is going on behind the scenes:
- Increasing the number of call center staff
- Increasing the number of triage nurses
- Working to improve our phone system, giving the option to always hold for a live person
- Activating online self-scheduling for COVID and Flu vaccines
- Every provider, nurse, and support staff member is working overtime to be available for our patients
The landscape of living life during COVID continues to change. We are committed to adapting to those changes but ask that you bear with us. We promise, we’re trying. If you experience a frustrating experience, please understand our staff are doing the best they can with the resources available. When something goes right or someone goes above and beyond your expectations, please thank them. Your kindness and patience are powerful.
If you experience a frustrating experience, please remember to first assume positive intent. We’re parents too and understand the days can be hard, we never want or intend to add to that. Please do not hesitate to share your experience and/or concerns by emailing our Chief Operating Officer, Jenna Vallejo, at firstname.lastname@example.org. We will listen and do our best to provide you with a resolution as quickly as possible. Stay healthy and let’s continue to get through this together.