Te Marae Ora Ministry of Health will be reviewing the current process with a sole receptionist and consider a more centralised call station to improve call management for both the Tupapa Primary Care and Oral Health.

Health Secretary Bob Williams responded to queries regarding complaints raised a week ago about unanswered phone calls at the Tupapa Dental Department.

Williams said: “The day in question was a busy day for dental appointments which was like every other day as the dental team and the sole receptionist had to manage appointments, urgent calls and walk-ins.”

“While we are not sure as to when the calls were made, just for the information of the public that the dental office closes between the hours of 12pm and 1pm for lunch break.”

However, Williams said Te Marae Ora phone system was designed so that when the main phone line is busy on a call, the next caller when calling the same number (dental office number) will try and find the next available phone line for the caller to be redirected.

“It may have been a case where the call was redirected to a phone where no one was at that station to answer the call, understanding that all dental officers and technicians are not always at their desks or stations to be able to answer the calls.”

With the upcoming renovation work that will take place at the Tupapa Primary Care and Oral Health in the coming months, Williams said “it is also timely for TMO to review the current process with sole receptionists to consider a more centralised call station for both the Tupapa Primary Care and Oral Health”.