There will inevitably be busy periods for handling phone calls during the week which cannot be avoided. Providing a clear apology message, or information about the practice can enhance the patient’s experience when they’re waiting for their call to be answered.
Large practices may wish to consider Queue facilities such as time and position in queue or advanced features such as Queue Callback whereby the caller may elect to be called back when their call reaches the top of the queue, or called on an alternate number.