Why we have long wait times in our call center right now

SFM Update

A Message from our CEO:

My name is Therese Pasquier, CEO of Sound Family Medicine. I am personally reaching out to you today to ask for your grace and understanding as we go through our medical records upgrade.

We recently informed our patients that we are upgrading our system to Epic, a state-of-the-art medical records system that will provide us tools to provide a better care experience for you in the long run.

During this transition, specifically in our call centers, we need to work both in the old system and new system to transfer your records and get you registered for your appointments. This is causing longer times on the phone and a longer call wait times.

Please bear with us as we go through these growing pains. Please know that we are doing this to ultimately provide you a better experience not just from the compassionate care our providers provide, but also in your scheduling, messaging, billing, and more.

Please view my personal message to you below.

Gratefully,

Therese Pasquier, CEO of Sound Family Medicine

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Masks are required in our clinics and we recommend getting the COVID-19 vaccine.

We will not be writing letters for masks or vaccine exemptions. Thank you for understanding.

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