Action Line: Hospital Telephone System
ROYAL AIR FORCE LAKENHEATH, England --
COMPLAINT:
Today I telephone the hospital. I entered into an endless round of automated voice messages. Not one of them mentioned the word Radiology or X-ray, which was the department I was trying to get through to. I didn't need an appointment but to give them some additional information they required. Eight minutes later, I am still on the phone, not having spoken to a live person. As you know, phone calls cost money here.
Could you please listen to the message on that number and refine it?
RESPONSE:
Thank you for the opportunity to respond to your concerns regarding our telephone system. The current telephone system has limitations in the amount of information that can be recorded and does not meet the needs of our patients or our staff. This system is scheduled for a complete replacement and upgrade in March of this year. In the meantime, as we plan for the new system and capabilities, our multidisciplinary team of experts are exploring options that would allow the caller to access an "operator".
Again, we apologize for any inconvenience and we thank you for your understanding as we redesign and reengineer this critical link between our patients and our staff. We look forward to continuing to serve you and your family in the future.
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The Action Line is your direct link to the commander for complaints, suggestions or comments. It's not intended to replace the chain of command. When normal command agency channels haven't been able to resolve your concerns, call 226-2324, e-mail Action.Line@lakenheath.af.mil , send through distribution (48 FW/PA), mail (48FW/PA, Unit 5210 Box 215 APO AE 09461-0215) or hand carry your Action Line to the public affairs office (Building 1063).
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