"I couldn't get through"

About: Devon Access and Referral Team (DART)

(as the patient),

I recieved a UBRN last Fri 27th i didn't call until today as on the leaflet 0800 Mon-Fri-8am-5pm.

when i rang at 0800 the automatic machine told me i was 4th inthe Queue.

17min later was 4th in the Queue i was then informed the by a male voice that the booking office was closed until 0900.

so why was i kept waiting for 17 mins@ 10p a min

plus i start work at 0900 daily you are closed when i arrive home @1800 perhaps you ought to inform patients as soon as the automated call is activated

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Responses

Response from Susan Pearce, Project Support Manager, DART (Devon Access & Referral Team), NHS Devon

Dear ‘T.J.S’,

Thank you for taking the time to let us know about this problem. It would seem that there was some sort of problem with the phone system that we were not aware of so thank you for bringing it to our attention. I’ve made some quick enquiries but as yet have not found out what happened. I can only apologise for the inconvenience and let you know that this appears to be an isolated incident. I’m very sorry about the time and money this has cost you and hope that you have managed to get your appointment booked since.

Kind regards,

Susan

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