4.4. Answering machines

Allowing callers to leave a message may relieve some of their frustration if they are unable to get through to the practice. It’s no substitute for answering calls, but may help during peak periods.

Is this right for my practice?

Consult first

Before installing an answering machine, consider the following:

• What do your staff think of the idea?
• Do they understand the risks involved?
• Do they feel that the benefits outweigh the risks or vice versa?
• How would your patients feel about leaving messages? Why not discuss the idea with your Patient Participation Group?
• Are there other practices with answering machines that you could learn from?

Check your telephone system

Check with your existing supplier if you can add a voicemail service easily. If not, stand-alone units work with most telephone systems and may be easier to manage.

Set guidelines

Ensure that staff and patients are aware of the new system and understand the usage guidelines. You might want to encourage patients to leave messages only for things like repeat prescriptions, advance appointments or general enquiries. Messages should be checked frequently and dealt with quickly.