"Accessing hospital care in Devon"

About: Devon Access and Referral Team (DART) Royal Devon & Exeter Hospital (Wonford)

(as the patient),

Phoned DART at the end of Sept 2013 and my details were referred to the Royal Devon and Exeter hospital.

Having heard nothing for three weeks, I telephoned today to be told that my details were only just placed on the system, and that it would be a few more weeks before I was able to be seen. I tried to transfer to another healthcare provider, and was told this was not possible due to the appointment having been made.

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Responses

Response from Patient Engagement & Experience Administrator, Royal Devon and Exeter NHS Foundation Trust

Hello

I am very sorry to hear of the problems you have experienced today and would like the opportunity to discuss this further with you. Please contact the Patient Engagement and Experience team on 01392 402093.

Many thanks

Tracy

Response from Project Support Manager - Devon Referral Support Services, Devon Access & Referral Team (DART)

Dear ‘noobsauce’,

Thank you for your feedback and I’m sorry that your appointment is taking longer than you hoped.

I would be very happy to investigate the delay that you experienced as this is not normal practice. If you would like me to do so, please call me on 01626 883702 – I work Monday to Wednesday 8 until 4.

I am sorry to hear that you were told that you cannot change healthcare provider as unfortunately this is untrue. The RD&E would not be able to transfer your care to another hospital but DART could have. It would mean that you would have to start your 18 week pathway again, and may potentially lengthen your wait depending on which hospital you chose to move to, but the option is there for all patients. I will contact the booking manager at the RD&E and ask her to make sure that booking staff are aware of this for future reference.

I hope that the remainder of your care goes more smoothly.

Best wishes,

Susan Pearce

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