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Concerns have been raised about the recently automated switchboard at Ninewells Hospital, Dundee, with the lack of a “friendly voice” being highlighted as a worry.

Patients have contacted The Courier to complain they have had severe difficulty in getting through the switchboard system.

Older and less able users may be especially affected, they have claimed.

Dr Andrew Cowie, chairman of Tayside Local Medical Committee (LMC), said it was “mildly annoying” for GPs if they do not have the correct extension to get through to the relevant department, but worried that patients would not find the new system “helpful”.

He said: “GPs phone the Ninewells switchboard on average twice a day. We understand it is an automated system designed to take a big volume of calls.

“If patients are having issues with it, then it does need to be raised.

“Ideally, if we were offered the choice between the switchboard and an operator, it would be better.

“In the past, I know that some GPs spent up to 10 minutes waiting on the line to speak to an operator.

“It is much more important a problem for patients if they are struggling with the service.

“The LMC discussed it at our last meeting and, all in all, we would like the service to be speeded up.

“It is mildly annoying for regular users, but could be of extra concern to patients.”

One complainant said: “It is the first impression that many patients will have of the hospital.

“In the past, you spoke to a friendly, real voice. People get flustered when they are trying to get through.

“It was a bad impression of what was otherwise a five-star level of treatment I received at the hospital.”

A spokesperson for NHS Tayside said: “The new technology allows all callers to access an automated system which means that people can directly connect to wards or departments more quickly without being diverted to the telecommunications team.

“If callers do not know the ward or department, they can still talk to a member of the telecommunication team who can direct their call to the correct person or location.”