We already do that. It has helped a little, but people call when they call. They want results, etc.
Most calls are not for new business, so it's not a like a company who wants to make sure they answer the phone 90% of the time, or more, to ensure the most business. But at the same time we don't want pissed off patients who can't call and get results in a reasonable time either.
The one thing I'm not hearing are patient complaints. Sure someone might complain to the person they finally get to, but currently we don't track those, maybe we should. And we definitely aren't getting an inordinate amount of patients calling asking for the 'boss' so they can complain about a problem getting through on the phone. If that happened regularly, I'm sure we'd look at adding more staff to take care of that problem.