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Improving our long hold times for better access

We sincerely apologize about our busy phone lines and the long wait times you are experiencing. We know that it has been unacceptable and very difficult at times and we are doing everything we can to improve our service. It’s important for us to be transparent with you about the problem and what we are doing to fix it.

What is causing the problem?
• Increased call volumes related to vaccine availability.
• Increased call volumes related to COVID-19 infections.
• Increased call volumes related to COVID-19 testing.
• Increased call volumes for appointments for all ARC’s services.
• Phone staff shortages that are related to the nationwide staff shortages.

In response, we have:
✓ Added phone staff and continue to recruit even more.
✓ Added phone lines to handle increased call volume.
✓ Offered call-back-assist options in some cases so you don’t have to wait on hold.
✓ Installed more scheduling servers so more people can schedule online simultaneously.
✓ Added more online scheduling options, especially for testing and vaccinations.

Thank you for your understanding as we continue to navigate our changing healthcare landscape during this pandemic. We are grateful to be able to care for you and your family and we take your trust in us seriously. Please know that we are doing everything we can to make the experience better for you. We are committed to working tirelessly to improve the phone situation over the next several months.

Our goal for the last 41 years has always been to provide convenient access to high quality care for you and for our communities and we understand that getting through on the phones is crucial. We appreciate your continued kindness and patience toward our schedulers, nurses, and other staff as we attempt to manage pandemic call volumes that are double what we normally see.

On behalf of our physicians, staff, and leadership, we thank you for placing your trust in us and we wish you and your families much health and a very Happy New Year.

 

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