6/2/2026 News Update

📢 Staff Update

1️⃣ 1253 Calls Forwarded to MCMC — Location Confirmation Required When Answering & Booking

Because MCMC has longer opening hours, when 1253 is closed or has no reception staff, calls to 1253 will automatically be forwarded to MCMC.

If a call is received through the forwarded line, this means:
👉 1253 currently has no reception staff, and MCMC reception is required to answer the call.

⚠️ When making ANY booking from these calls, you MUST clearly confirm and explain the clinic location (1253 vs MCMC).

If the location is not clearly stated, patients will usually assume the appointment is at 1253, as they dialled the 1253 phone number.

Please note the following:

(1) If forwarded calls are received while 1253 reception is on duty

• This indicates a phone setting issue.
• Please contact 1253 reception immediately, or notify Coco / Joe to switch the 1253 phone line back on.

(2) High risk of confusion during the early stage

• A recent incident occurred where a patient called the 1253 number, reception assumed it was an MCMC booking, and the patient attended 1253 instead. The appointment had to be cancelled due to time constraints, resulting in a wasted trip for the patient.
• Please remain extra careful when confirming booking location.
• Suggestions on improving how the two lines are distinguished are welcome.

(3) 1253 phone power management

• 1253 staff must check each day before leaving whether reception coverage will be available the following day or morning.
• If there will be no reception coverage (e.g. Friday mornings or weekends), the 1253 phone power must be turned OFF.
• When reception resumes, the phone power must be turned ON again.
• Please ensure this process is followed according to the clinic schedule.

(4) Important principle when handling calls

• A patient calling the 1253 number does NOT automatically mean the appointment must be booked at 1253.
• One of our operational goals is to gradually transition patients from 1253 to MCMC.
• If booking a 1253 patient into MCMC, you must clearly explain both the location and fee policy at the time of booking.

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2️⃣ Proactive Follow-Up Appointment Booking — Effective Immediately

From today onwards, reception staff must proactively assist patients with booking follow-up appointments.

• When a patient finishes their consultation and checks out at reception, actively ask whether they would like assistance booking a follow-up appointment.
• If a patient has completed pathology tests, proactively ask whether they would like to book a results review appointment.
• This approach saves significant time compared with recalling patients later.

For pathology results:

• Advise patients that most routine blood test results take 3–5 business days, although timing varies depending on the test.
• If unsure, patients should confirm directly with the pathology collector.
• The safest option is to book a follow-up appointment for the following week.
• If a patient prefers an earlier appointment, this is acceptable, but clearly explain that not all results may be available at that time.

For radiology tests:

• Patients must arrange radiology appointments themselves.
• Advise patients that most regular results take 3–5 business days, although timing varies depending on the test.