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Contact centers experiencing unprecedented call volume

By Staff | Jul 29, 2020

Lee Health contact centers are experiencing an influx of callers due to the COVID-19 pandemic.

The increased call volume has led to prolonged hold times and has placed a strain on the health system’s commitment to provide exceptional service to every patient, officials reported on July 17. Since the start of the pandemic, call volume has increased nearly 50 percent.

“As the largest health care provider in Southwest Florida, we are making technological adjustments as needed, and implementing the most effective strategies to utilize our current resources to serve the greater Southwest Florida population,” Michael Roveland, director of LPG Contact Center, said. “We appreciate the community’s patience and understanding and thank them for their consideration as we all continue to navigate these unprecedented times.”

To better serve the community and improve the patient experience, Lee Health is encouraging patients to use the MyChart application to directly access their medical records and get the answers they need related to their care such as lab results – including COVID-19 test results – prescription renewals and scheduling appointments. It can be used to make an appointment with providers and send a message to your doctor and pay your bill. MyChart can be downloaded from your Apple or Android app store.

COVID-19 collection site appointments are not available through MyChart and require an order from your provider.

Patients can also visit LeeHealth.org to book an appointment or find answers to questions.