"On hold only to be told the service was busy when I reached the front of the queue! "

About: Devon Access and Referral Team (DART)

(as the patient),

I rang the Dart service recently and I was told I was the third in the queue but by the time I was the first, the machine said they were busy so I had to leave my name and number and someone would get back to me. No one did (I have since managed to sort out my appointment).

I am accustomed to dealing with the answer phone but I think I think some people may have found the process a bit disconcerting. The whole process didn't to be set up quite right, why wait in a queue all day to be told the service is busy when you reach the front??

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

Dear ‘Fast836’

Thank you for contacting us with your feedback, we appreciate the time taken and we do our best to use all information to improve our service.

We are not quite sure what happened in your case. The phone system should offer the patient a chance to leave a voicemail if they do not want to wait in a queue but it shouldn’t put you through to the voicemail without giving you the option first. We are now looking into this as we have not heard of this happening before and don’t believe that it should happen, so thank you very much, again, for letting us know.

My apologies for the inconvenience.

Kind regards,


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