Editor,

Some WhidbeyHealth patients are having severe technical problems when calling our Cabot Drive facility.

Too often the system puts callers on hold or the call is not answered. We know it is extremely frustrating for anyone who has that experience.

I can assure you that it is not our staff putting callers on long holds or failing to answer calls. Nobody at WhidbeyHealth is more committed to connecting patients with providers than our patient access coordinators.

Our patient access team in Freeland is stepping up to help.

If you are unable to get through to the Cabot Drive team, call them at 360-331-5060.

Appointments with your provider can be scheduled, and nurses can help you with time-sensitive issues when necessary.

The problem rests with the antiquated technology behind our phone system. We have taken all of the steps possible to patch the system.

The sole solution is to completely replace all phone, fax and internet connectivity hardware and software.

This unanticipated expense approaches $1,000,000 but is absolutely necessary.

To bring everyone up to speed on progress to date:

• We selected a vendor several weeks ago and work is well under way.

• All of the hardware components for all of the facilities from Oak Harbor to Clinton have arrived.

• Installation of software and hardware is also on track.

• Four new team members have been hired and completed training on the existing phone system, patient scheduling and other important processes.

• Everyone in the hundreds of our staff will begin training on the new system in the first week of December.

• We anticipate moving to the new system slightly ahead of our year-end goal, perhaps by mid-December.

In the meantime, there are steps everyone can take to relieve the load on the system and our staff:

• Please call your pharmacy for prescription renewals.

• Please use the My-WhidbeyHealth patient portal to communicate with your provider’s team, get access to your health records, see test results and review your treatment plan.

I apologize for the inconvenience and frustration anyone is experiencing. We are working as hard and fast as we can to get the new system up and running – and we are grateful for your patience.

Ron Telles, CEO

WhidbeyHealth