PlunketLine merger runs late

Minister of Health Annette King has changed her tune on when parents can expect a decent service from PlunketLine, says National’s Associate Health spokeswoman, Katherine Rich.

In July 2004 Ms King said that by March 2005 the Healthline service incorporating PlunketLine would achieve an answer rate of 95%.

“Now she says the date by which the service will meet its contracted answer rate (80% of calls within 20 seconds) ‘has been revised’,” says Mrs Rich.

“We’re being told the service will not achieve national coverage or contracted answer rates until June.”

Asked whether she was satisfied with the present service Mrs King said the present call-handling rate was ‘expected’.

Mrs Rich says the reason given for the merger back in July 2004 was that 30% of PlunketLine calls were unanswered, and Healthline would have a greater capacity to answer calls.

“No one except the Minister ‘expected’ the unanswered call rate to deteriorate from 30% to 87%,” says Mrs Rich.

“Ms King must now front up to explain why the merger has been delayed and why 87% of calls to PlunketLine in January went unanswered.

“She should also explain why when announcing the changes she didn’t say she ‘expected’ call rates to deteriorate.

“Sadly, all the explaining in the world won’t help the anxious parents who keep dialling PlunketLine for help, only to get an answer phone,” says Mrs Rich.

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