Beginning on May 6, 2024, the following changes were made to our phone system.
- All calls to front office staff are recorded. These staff do not have the option to turn off recording. (This includes Receptionists, Referrals, Medical Records, and Billing.)
- All calls to Behavioral Health Providers and Human Resources are not recorded. Staff can turn on recording if required.
- All calls to other staff will have call recording turned on. If you request, staff can turn recordings off. (This includes Clinical Staff for Dental, Medical, and Pharmacy as well as most Administrative Staff).
For outbound calls, staff will provide notification if they are speaking to you on a recorded line. For inbound calls, the phone system notifies callers that you are on a recorded line.
Conflict During a Call: Staff that do not have call recording on, are required to turn on call recording before continuing the call. If you are not willing to continue the conversation, you will need to hang up or staff will need to hang up.
Please note: Our phone system is HIPAA compliant. Access to call recordings is restricted through a multistep process, ensuring that recordings are only accessed for quality, incident, and training purposes.
Afterhours Voicemail Change:
There is not an option to leave voicemails when Valley View Health Centers are closed. The option for afterhours nurse triage will still be available.
We ask that 24 business hours be given when cancelling an appointment. If you need to cancel an appointment on Monday, please call on Friday during business hours.
Patients enrolled in text/email reminders will still be able to cancel appointments during evening and weekend hours via the text/email option. Staff see these messages on the next business day. 24 business hours’ notice of cancellation is still required. If you need to opt back in please make sure your receptionist knows.
