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News of Otsego County

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Letters: Bassett Responds
Letters to the Editor

Bassett Responds

As I frequently hear from our patients (many of whom are family, friends, and neighbors) it’s often difficult to schedule an appointment with Bassett. Not a day goes by that I don’t hear from a patient or family member about their challenging experience accessing care, and a recent editorial published by one of our community members in this newspaper really hit home.

Long hold times, dropped calls, unreliable customer service, limited appointment availability, and other access issues have created unsatisfactory experiences for a long time. More than 30 percent of Bassett’s inbound calls are abandoned by our patients. And in some areas of our health system, it can take months to see a practitioner. We are failing our patients and hurting our organization and we cannot allow this to continue. Our ability to grow and advance our mission hinges on creating a seamless and accessible patient experience.

It’s time we make some significant changes.

Letter from Jim Renckens: Please Hold…

Letter from Jim Renckens

Please Hold…

After 2 years going silent to regroup their organizational strategies, under new CEO Tommy Ibrahim, and the Bassett Healthcare —“Your call is very important to us please stay on the line your call…”—Network is emerging with a legacy driven ad campaign.

This new campaign—“This call is very important to us please stay on the…”—will highlight the accomplishments of its founder Dr. Mary Imogene Bassett, one ofthe first female medical directors in—“Your call is very important to us please stay…”—the United States. It is a wonderful opportunity to share the history of our beloved MIB hospital. We ,who spend much time at MIB have not been aware of how—“This call is very important to us please…”—important and ground breaking Dr. Bassett was.

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