We’re almost ready to launch the second phase of our virtual operator system, known as VOP, at HRI.

Since June, external calls to the HRI switchboard have been routed either through VOP or one of our operators. Around 50% have been connected to wards and departments through VOP.

Now it’s time to switch on the functionality for internal calls to wards, departments and named individuals at HRI.

From 10:00 on Wednesday, 22nd October, colleagues dialling Switch (0) at HRI will automatically be directed to VOP.  No more searching for extension numbers as the VOP will transfer your calls quickly and will help relieve the pressure on the Switchboard team. Colleagues can still dial extensions directly and will still be able to redirect the call to switchboard if necessary.

CHS Head of Facilities, Sarah Hodgson said: “It’s been tested for the past couple of weeks and there are a number of colleagues to thank who have been involved in bringing VOP to HRI. They include Claire Bushby-Muffitt, Gina Davies, Dill Butt and Jane Bratby. Thank you also to the CHS Switchboard Team and to THIS colleagues who have played an integral part in this project.

There are four VOPs operating alongside our 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 to HRI each month. The Switchboard is still manned by our CHS colleagues, and if a caller needs support, they will be there to help, but using VOP will be quicker for callers than waiting to be connected to an operator. 

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. You can also check your phone number is correct on the intranet phonebook. If it needs changing, please log a job with the Service Desk.