Tech issues, understaffing behind lengthy Healthline wait instances

2021-02-26 12:28:10

A scarcity of workers and a sequence of technical issues plagued Healthline on Tuesday evening, that means about 60 folks needed to wait greater than six hours on the cellphone, a evaluation has discovered. 

Final evening Aucklander Lisa-Marie informed RNZ’s Checkpoint she needed to wait nearly eight hours on the cellphone to Healthline on Tuesday evening so she might discover out if her youngsters might nonetheless go away the varsity.

She had for simply six minutes visited Kmart in Botany on Saturday. On Tuesday, it was introduced a Covid-19 contaminated particular person had labored a shift there at the moment, so Lisa-Marie did the proper factor and known as the Healthline. 

Her name was not answered till about 5.40am the following day, and her cellphone confirmed a name time of seven hours, 44 minutes. 

Her expertise elicited an apology final evening from affiliate well being minister Ayesha Verrall, who stated it was not acceptable, and could be adopted up. 

Now, after a evaluation ordered by the minister, the ministry has informed RNZ that though 36 folks have been rostered on to work, it isn’t clear in the event that they have been all working and there have been simply 5 workers within the Auckland contact centre.

They have been coping with large name volumes – the Well being Ministry says after the announcement of a brand new group case linked to Papatoetoe Excessive College name volumes spiked – most of that day they’d had common wait instances of beneath a minute however that jumped to 36 minutes.

Healthline answered 3744 calls on Wednesday – most of which got here between 7am and 11am and had a median wait time of 56 minutes.

The ministry stated Healthline had since elevated the variety of workers they’ve rostered on by 8 instances – and name wait instances are actually primarily beneath 20 minutes.

The evaluation additionally discovered a sequence of technical points. 

One drawback resulted in 60 folks’s calls being incorrectly prioritised, that means they needed to stay on maintain for greater than six hours. The Ministry makes particular observe that was prone to have been what occurred to Lisa-Marie.

The ministry stated this drawback was “being addressed”. 

One other drawback triggered 92 folks between lunchtime Tuesday and midnight Thursday to be reduce off after ready on the cellphone for 2 hours. This affected individuals who have been on maintain and even mid dialog.

It isn’t clear what that concern was precisely, however it’s stated to have been resolved. 

The ministry stated they want to apologise to everybody affected, and stated folks ought to proceed to name Healthline for details about Covid-19. 

#Tech #issues #understaffing #lengthy #Healthline #wait #instances