Last week we took the first steps in moving to our new virtual operator system, known as VOP at HRI. There are four VOPs operating alongside our current switchboard colleagues. The aim is to help people get to the ward or department they need quicker, and help the team manage the 60,000 calls they get each month.

In this first phase, people contacting our HRI switchboard externally on 01484 342000 will be able to reach the same extension numbers for wards and departments that they do now, but they will be connected either through a VOP or with a colleague. They can also still call all numbers directly. 

The Switchboard will still be manned by our CHS colleagues, and if a caller needs support, they will be there to help. 

Internal calls will not be moved to VOP in this phase. We’ll let colleagues know when this will happen.

There is no change to people calling the CRH switchboard number.

Further information and what to do if you think a number needs changing

• Switchboard and Health Informatics colleagues have updated the numbers which have been programmed into the system, so they are as accurate as they can be. 
• When dialling the Switchboard from an outside line, if callers are connected to a VOP they will be greeted and asked to provide the name of a ward or department, or they can choose to talk to the operator.
• The system includes common variants to departments or wards. For example, anyone asking for A&E can be connected using A&E, ED or emergency department.
• If you believe an extension number is incorrect please inform the CHS Switchboard team of the correct extension number by emailing switch@cht.nhs.uk

We'll keep colleagues informed of the further stages in the coming weeks.