"10/10 for DART but no call from Tiverton Hospital"

About: Devon Access and Referral Team (DART) Tiverton & District Hospital

(as a relative),

The first call which was to DART was great, answered and dealt with in record time. I selected hospital of my choice for the Consultant appointment and was given a number at Tiverton Hospital to ring direct.

This is where the system fell down, on the Friday at 3pm no reply.

On Monday at 8.30am and again at 9.09 no reply.

I decided to ring DART back and they immediately said they would get someone from Tiverton to call me, once they were answering their phone. I must say at this point that Tiverton rang back within an hour.

This was all fine for me I am used to dealing with things on the phone but for my husband and others it would cause a certain amount of frustration and difficulty.

so in my book DART 10/10 and Tiverton a poor 5/10 as there was no answering service message on the line, so as to know what was what.

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Responses

Response from Susan Pearce, Project Support Manager, DART (Devon Access & Referral Team), NHS Devon We are preparing to make a change

Dear ‘amianne’

Thank you for taking the time to let us know about your experience and I’m glad that you were happy with the way that DART dealt with your call.

Please accept my apologies for the lack of response at Tiverton hospital and, again, thanks for letting us know what happened. As you have pointed out, this would be more of a problem for some patients than others so we’re very grateful to patients for telling us how the service looks from their point of view so that we know what areas need improvement.

We are working on getting all of the appointments for services at Tiverton (and other community hospitals) online so that patients only have to call DART and can get their appointment booked during the first phone call. Hopefully this will improve things for patients.

Kind regards,

Susan

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