We are pleased to advise that on Tuesday, 18 August at 12:00 PM, VED launched a new contact centre platform.
This enhancement will improve how calls are managed across the service and provide a more consistent and efficient experience for patients, partners, and staff.
What’s Changing?
When contacting the VED Contact Centre, callers will now be presented with menu options and directed to the most appropriate team based on the nature of their enquiry.
Calls will be routed through a simple “Press 1, Press 2” menu structure, with options mapped to the relevant operational teams and roles. This will help ensure enquiries are resolved more efficiently by connecting callers with the right team from the outset.
Benefits
✅ Improved call coordination and management across teams
✅ Calls routed directly to the appropriate service area
✅ Improved visibility of call volumes, wait times, and service performance
✅ More consistent call handling and caller experience
What This Means for You
There will be no change to the existing VED phone number. From 12:00 PM on Tuesday, 18 August, callers will experience the new menu-based call routing system when contacting VED.
For non-life-threatening emergencies, visit Virtual Emergency Department
