Hello,
We know that many of you have been frustrated with long hold times and dropped calls lately. We are frustrated too. We wanted to explain a little bit about what’s been happening and let you know how we’re working to fix it.
Over the last month, the increased demand for our rapid coronavirus testing has overwhelmed our phone system. We have had 30 phone lines for years with zero issues, but admittedly, we’ve never been this busy before, not even close.
We have tried to work with our phone company to double our lines, but for many reasons, this has not been successful… yet. Our amazing staff has been using their personal cell phones to try to alleviate the problem, but it simply isn’t enough. So, we’ve decided to drop our current provider and go with a new one who can do what we need them to do. We have been told that within two weeks, we will have an expanded and improved phone system.
In the meantime, we are asking you to please continue to have patience. We know it’s frustrating, but we have a few options that you can try if you’re having trouble getting through via phone:
- Send us a message via your MyMedPrime portal if you are an existing patient. We see these messages right away and we can respond to you there or call you directly.
- We are manning Facebook Messenger every minute we are open and booking dozens of appointments that way, so that is another avenue that you can reach us.
Thanksgiving is right around the corner so we wanted to remind you to please, be safe. We know a lot of you are making alternative plans this year, and we appreciate your efforts and personal sacrifices. We will get through this together!