June 1, 2020


Dear Families and Residents,


Over the last few weeks we have been installing a new phone system with an anticipated go live date of June 1.
This is a cloud based phone system.

During the installation of the new phone system, we were still using our old phone system.

As it would happen, the new phone system went live Tuesday morning, May 26th, before staff was in-serviced on the new system. In addition to the new system going live, our old phone system was still active.

The facility was not given any notice from the third party contractors related to this premature go-live date of May 26th.

As a result of this situation, we were receiving calls on two different systems.

I can say that this was not the scenario we planned for and we too are not pleased with what occurred and continues to occur.

I am sure many of our families and friends experienced frustration as well.
For this I am truly sorry.

We are pushing through the nuances of the new system, setting our voice messaging, and identifying existing issues which still exist.

I can say each day is getting better with the new system.


I appreciate your continued trust in the care and services we provide and for your understanding and support as we work through this change over.  
Please feel free to contact me at 717-633-4520 with any questions or concerns.



Respectfully,





Daniel S. Pyle, NHA

Administrator, Hanover Hall



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