April 21, 2009

Leamington Hospital Announces Significant Improvements in Telephone System

Leamington, ON - After many months of planning, Leamington District Memorial Hospital is pleased to announce that effective Tuesday April 21, 2009, they have implemented a new automated telephone system.  The Nuance Speech Attendant system will allow callers to dial the hospital number and say the name of the person or department they are trying to reach. 

“We made this change so that we could improve customer service,” says Sarah Padfield, Vice President Corporate Services, “there were a large volume of calls going through the switchboard and consequently many times there was a busy signal or people simply hung up while waiting for the call to be answered.”  Padfield also noted that the change should free-up Registration staff who currently attend the switchboard in order to allow those staff to register patients quickly.

The public is invited to call 519-326-2373 where they will hear the automated voice attendant; they can then say the name or department they want to reach, if the caller is not understood, the line will ring to switchboard where the caller will reach the switchboard attendant who will be happy to direct your call appropriately.  To reach a patient room outside callers will need to go through switchboard (dial 0 or say switchboard) to be connected for the time being.  Once our bed configuration is completed with our OBS unit moving upstairs, patient room extensions will be built into the automated system as well.

“We would ask for the public’s patience as we implement this new system,” notes Padfield, “like any change there will be a few growing pains, but we are already realizing the benefits of automation including better service and cost savings.”

For more information please visit: www.leamingtonhospital.com

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For more information:

Sarah Padfield, Vice President Corporate Services

(519) 326-2373 ext. 4249

INTRODUCING NUANCE SPEECH ATTENDANT

Externally---- Main Phone Line- 519-326-2373

                      You will hear the greeting for LDMH

                      When prompted say the name of the person or department 

                      you are trying to reach.

Speech Attendant Do’s and Don’ts

• Speak normally and at a regular pace.  Exaggerating your pronunciation may hinder voice recognition.
• When asking for a person, say the first name followed by the last name.  Do not use first names only.
• No need to wait until the end of the system prompt:  you can “barge-in” and interrupt the system to make a request.
• You will get better results using the handset rather than speakerphone.

What if I want to reach a patient’s room?

For now:

• Dial “0” for switchboard where an attendant will be glad to direct your call
• Say “switchboard” to be connected directly and an attendant will be glad to direct your call.       

In the future:

• Dial the patient room extension directly

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