We apologize for this inconvenience
The Island Hospital Call Center, (360) 293-3101, is temporarily experiencing phone challenges. You may experience longer than normal wait times and, in addition, our on-hold music may not play. Please do not hang up. Stay on the line and you will remain in our phone queue. Our staff is working diligently to resolve the issue and we plan to have a new phone system deployed by the first week of November.
The Island Hospital patient portal can assist with sending a message to your provider, requesting prescription refills, or requesting appointment times. Click here to login to the portal. Thank you for your patience and understanding.
Why are we having phone issues?
COVID-19 has greatly impacted our Call Center. Our average call volume has increased by 50 percent, with heavier volumes early in the week. The duration of calls have also increased to help patients reschedule appointments, set up Telehealth appointments and navigate their healthcare questions.
Action plan for improvement
Island Hospital is committed to improving our Call Center so our patients can quickly schedule appointments. We have taken the following steps to help improve this issue:
- Upgrading to a new phone system. The new system will allow technical capabilities like forwarding, call back options, notification of wait times, and more. Our plan is to have the new phone system online the first week of November.
- Adding new staff. We are quickly adding new staff members and training them to be able to handle our increased call volume.
- Revising Call Center duties. We are reallocating some duties such as insurance verification to other departments within the hospital.
- Greeting message. We have added a message notifying patients when to call the Department of Health with questions related to COVID-19.
We sincerely apologize for any inconvenience you may have experienced. We greatly appreciate your patience and understanding as we work hard to improve our Call Center.
Published on October 15, 2020