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Front end Voicemail messages (IVR)

Story from nhs.uk

"Front end Voicemail messages (IVR)"

About: Park View Surgery

I think overall this surgery is great. However, the new front end message is a terrible experience.

Far too long

Difficult to get the system to recognise key presses when you press keys on your phone sometimes needing it to be pressed multiple times.

If you try an option and it is unavailable you have to redial in and don't get the option to choose again.

Constantly getting told you are number 1 in the queue but getting the IVR played for 22 minutes.

The IVR needs reviewing

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Responses

Response from Park View Surgery 3 years ago
Park View Surgery

Submitted on 04/07/2020 at 15:40
Published on nhs.uk on 08/07/2020 at 23:58

Thank you Adrian for your constructive feedback, we will look into the phone system, and hopefully the frustrating experience will be resolved. Based on patient survey, the IVR has served the community well that it has helped to address patient enquiries effectively. Hence it is not likely to be adjusted for now. We thank you for your kind patience.

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