Dear LPG,

This message is for those readers who find themselves caught in the call-back loop all too often…

Since the beginning of Covid-19, getting through to your doctor has become a whole different ballgame.  It was always a challenge to get an appointment when we were aiming to visit and we older people, who need to call on their services a bit more than the younger folk, know that all too well.  I am sure many readers will have found themselves in, what I call, the eight o’clock predicament.  If you wanted to get an appointment it was a case of getting to the surgery and waiting outside in-line, whatever the weather, in an effort to be at the front of the queue. Or having a finger poised over their telephone number on the dot of eight in the morning to get a reply.

I have to say that, now we have had a little practice, I find the telephoned GP appointment quite a good system by comparison and I just wish it worked for every service, health and otherwise.

These days when you try to contact many companies and services, you often get the choice of waiting for ages while you hear the ring tone, or find yourself listening to a tape recorded option to press a button or leave a number and a short message, before you are promised a call-back within any length of time between two hours and two working days; and when you finally get through, your issue cannot be resolved without your either holding on or accepting the reassuring words of the advisor who promises  that call–back. 

While the majority do keep their promise, the call back is attempted just once, and nearly always when you are downstairs and your mobile is upstairs, or you are at the other end of the garden with mucky hands, or you are trying to ask someone else to hold on while you answer the call.  Then when you get to your mobile phone the number that called is ‘Private’ or it is withheld when you 1471 it.  If you do find that there is a number, when you call back you arrive at a switchboard where they have no idea which department called you. 

We are the victims of the times which dictate that waiting is not worth it, the young accept the new way while their mobile phones spend more time in their hands at the ready, and it appears that we oldies must just wait in-line, but I have a little advice for the pensioners who find themselves victims of the call-back loop.  

There is not a lot you can do about the call back from a withheld number but make good use of the adviser who makes a call-back promise. 

Opt to wait if you can, rather than be fobbed off with the ‘We’ll call you back’ option and failing that,

1,        

 Accept the offer with a pinch of salt and a question regarding the direct telephone number of the advisor just in case there is one… don’t be fobbed off. 

2,

Request a window for the promised call; a day and time period (narrow the time down, i.e. to ‘between 9 o’clock and 12 midday) for the promised call-back.  At least that way you will not have to sit by the phone for the whole day.

 3,

Remind the advisor that you are older and slower than she or he is used to.  Give them both your mobile and home telephone number and tell them to call both

And

4,

Remind them they might have to phone more than once when trying to call you back.  Finish off with a comment about your time being as important as theirs.

The fifth bit of advice has already been written on these pages and if you have the patience, I strongly suggest a re-read exercise.  TF wrote about an alternative way to hold on (►►►)… 

HC, Charlton.