Over the last year, we have been working hard to meet the demands of our telephone triage service, however, our parents continue to experience long waits for telephone advice.
We implemented same-day appointment requests to bypass the advice line and we have had positive feedback regarding this change. We also initiated “Call Promise” a service which allows you to leave a callback number while still maintaining your place in the queue, so that patients and care givers would not have to wait on hold.
During the week of 9/18, we will trial a new telephone triage process where you will be asked to utilize our call back system for non-urgent medical advice, automatically holding your place in line for you so that you do not have to wait on hold. The system will “wait” for you in line and call you back when you’re the next up. All other calls will be directed to our appointment line. We ask if you feel your child needs to be seen urgently, due to the severity of their illness or condition, that you please let the staff who is making your appointment know. Our staff will also assess each appointment request and if further triage is needed, they will pass you along to a nurse. We make every effort to bring in sick children as soon as possible.
Following this trial, we will send out a survey to assess how this system changes your experience. We will then take this information and make decisions regarding our triage system.
We continue to strive to make your experience with access to our office the best that it can be. Please help us by letting us know your thoughts about how we can best serve you.
Thank you for your patience!
All of Us at Westwood-Mansfield Pediatric Associates