"Technical difficulties, try later"

About: Devon Access and Referral Team (DART)

(as the patient),

I was informed by letter to call DART and that I had to call within the next 7 days to make an appointment. All I kept getting was an answer machine and a recorded voice saying that we are having technical difficulties, try later.

There was no way of me leaving a message, it was so frustrating. This just kept happening again and again.

How are patients meant to call within 7 days if patients can never get through and there is no way of leaving a message with my details for someone to contact me?

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Responses

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

Dear ‘Distinct800’,

I am very sorry to hear about the problems you’ve been having, it sounds like a hugely frustrating day. Thank you very much for taking the extra time to let us know that this has been happening.

I am currently unable to explain the problems you had as we are not aware of any technical difficulties lasting for more than ½ an hour or so recently. However, I will pass your message on to our Telecoms team and ask them to investigate.

If you still have not been able to book your appointment, please feel free to call our Choose & Book patient helpline on 01626 883888, they are open between 9 and 5, and again, my apologies for the inconvenience.

Kind regards,

Susan

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