***PHONE SYSTEM INFORMATION***
We have had many questions over the last month regarding our
phones. Here is a summary to explain our
current phone system to help answer those questions.
One of the overarching explanations is that we simply are
receiving an exponentially greater number of phone calls than we ever have had
in the history of the practice. Where in
the past most of our interactions were face-to-face, to comply with social distancing
guidelines and to help protect both our clients and staff, currently almost
every interaction is over the phone.
Our office phone (812) 273-5737 has one line, does not have
call waiting, and is attached to an answering machine. If our staff is interacting with a client on this
line, you will receive a busy signal. If
all our staff are assisting clients or treating patients, and cannot answer the
phone, the answering machine will pick up and you can leave a message for the
staff as soon as they are available.
This is the primary number to call for general questions, prescription
refill requests, and appointment scheduling.
As a side note, we do not have call waiting because of some of the
delicate conversations we have with clients on the phone. We do not want to have the call waiting
interfere with those conversations, nor do we want a client calling in to only
hear the phone continually ring with no answer.
Our decision was that a busy signal indicates to a client that we are
currently assisting another client and are unable to answer the phone.
To help with the procedures in place to comply with social
distancing and to allow for curbside service, we started to utilize a cell
phone (812) 292-4720. This phone line is
dedicated for clients that are in the parking lot to call and check-in for
appointments or to call and pick up previously requested medications. There have been two problems with this new
phone addition:
1. If there are several people in the
parking lot, you may need to leave a message on the voicemail
of the phone if we are currently working with another client in the parking
lot. This
does extend the time it takes for us to get to your message.
2. Clients who are not at the office
are calling with general questions and this line is being tied up; therefore, increasing the time for us to
check-in/check-out clients in the parking lot
waiting patiently to get through.
Please do not call the cell phone number if you are not in
our parking lot doing business at that time. If you want to call our office number outside
of normal business hours to leave a message for prescription requests or a
general information question that can be returned the next business day, that
would be greatly appreciated.
We will be sharing more information soon on current
construction of a new clinic which we anticipate being able to move to by the
end of the year. A new phone system is
one of the items that we are excited about in the new facility.
We understand these procedures and our phone system are not
ideal and are burdensome to all involved.
We appreciate your patience during this difficult time and assure you we
are doing our best to work every client through our system as expeditiously as
possible while continuing to be thorough and compassionate in the care we
provide. Thank you for working through
all these trying times with us.