"The letters are patronising"

About: Devon Access and Referral Team (DART) Devon PCT

(as the patient),

I am dyslexic but I am an intelligent man. My Dyslexia has interferred all my life but there is no reason for it to have an effect on booking an appointment. I feel the letters they send out are patronising.

All I need is a tel number and ref no.

It makes me angry to have to wade through 3 pages of info just to get the two bits of info I need.

They are making things complicated when booking an appointment should be simple.

There is lots of pointless and patronising info on the sheet which I feel is unnecessary.

They want to get equal involvement but you cannot get this if people feel patronised. I feel that the people who send out the letters should be more aware of dyslexia.

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Responses

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

Dear ‘Flop591’,

Thank you for taking the time to let us know about your experience and I’m sorry that you’re unhappy with the information leaflet that was sent to you. I’m not entirely sure that the leaflet you are referring to is from us, as ours is not 3 pages long and I know that some GP surgeries have created their own leaflet to send out.

The leaflet that we have prepared is intended to inform patients about what DART does and what to expect when they call because we are a new team and the way appointments are now booked is quite different from what people will have experienced in the past. The information given is largely based on the questions that we frequently receive from patients and has been modified several times based on feedback from patients. It is aimed at being helpful and certainly not intended to patronise. Please accept my apologies that this is the affect it has had.

If you have any specific suggestions about how to improve the leaflet that you would be willing to share with us please contact me on 01626 883888.

Kind regards,

Susan

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