Telephone calls made to Outpatients (FOI)

Request 689212589

​For the last 6 weeks, how many external calls have been received by the hospital outpatients appointments team, and of these, how many have not been answered by an actual person? 

Of those not answered by a person, how many have left a voicemail?

Response

For the 6-week period immediately preceding receipt of this request, from 10 January 2025 to 20 February 2025 (inclusive), 4,793 external calls were received, of which 3,620 were calls received by direct dial numbers and 1,173 were calls received by the operator.

Of these total calls, 807 calls are recorded as not having been answered straight away. However, the software used for this analysis cannot differentiate between a call being sent to voicemail and those made by a user to pick up their messages, and nor is it possible to report whether messages are left from the voicemail server. Therefore, it is not possible to report the number of voicemail messages left following calls which were not answered straight away, and Article 3 of the Freedom of Information (Jersey) Law 2011 applies.

Article applied

Article 3        Meaning of “information held by a public authority”

For the purposes of this Law, information is held by a public authority if –

(a)     it is held by the authority, otherwise than on behalf of another person; or

(b)     it is held by another person on behalf of the authority.​