The research was conducted by independent market research company Converso as part of a Software of Excellence customer satisfaction survey and these statistics were a by-product of the original project. Researchers discovered that of the 3557 dial outs made over a 128 hour period, they reached 718 answer machines, 630 busy signals and 202 no answers, which equates to a staggering 44 per cent of all attempted calls.
These statistics highlight the fact that even in today’s prevailing tough economic conditions, many practices are failing to maximise opportunities and are failing to meet even the most basic demands of their patients. Product manager at Software of Excellence, Faith Jenkin commented, ‘It is remarkable that in the current economic climate practices still either do not have the resource to answer all their calls, or are closing their practice at lunchtime and consequently turning away prospective business.’