Urgent Notice Regarding Phone System Issues

 

We, Dr. Mackin and staff at North San Antonio Family Medicine, sincerely apologize for the persistent difficulties you may have experienced when trying to reach us via phone, fax, and voicemail over the past year. We understand how frustrating this has been and want to assure you that we have been working diligently to diagnose and fix these problems. Unfortunately, our efforts have met with incomplete success, which explains why you have often been unable to get through and your voicemails were not returned.

 

The Source of the Problem

 

We have recently discovered a major issue: our main practice number is sometimes being "trapped" and ported to an old service provider without our knowledge. When this happens, calls and voicemails are immediately routed to a third party and are completely lost to us. This is the primary reason why your calls may go unanswered or your voicemails are not being received.

 

How to Reach Us

 

• Avoid the Old Voicemail: If you call the office and the voicemail message has a man's voice, you have been routed to the old, unmonitored system. Please hang up immediately and try calling again.

• Primary Alternative Phone: If you are unable to reach our main line, please call our backup phone number at (210) 664-2611.

• Use the Patient Portal: For the most reliable communication, especially for non-urgent matters, appointment requests, or questions, please use our Patient Portal. This is the best way to ensure your message is received promptly by our staff. 

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We are continuing to work hard to implement a definitive and permanent solution to this issue. We truly appreciate your continued patience and understanding as we navigate this challenging situation. We will not give up until this problem is completely resolved.