"Devon Access & Referral Team"

About: Devon Access and Referral Team (DART)

(as the patient),

I was sent a prompt letter asking me to call DART to make an appointment, I rang first thing this morning and was told I would be called back that morning.

I rang again in the early afternoon and was told to expect a call within the next hour.

I have now had to call back a 3rd time only to be told that the clinican has deemed that I cannot be referred and they will now write back to my GP to explain why.

Massively unhelpful in what is a very stressful situation waiting to see a specialist.

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Responses

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

Dear ‘JLB11’,

Thank you for letting us know about your experience of using our service. I am very sorry that you had to phone us back on three occasions, this is not the standard of service that we would wish to provide and I am disappointed to hear that it has occurred. From what you have told me it sounds like we were waiting on a decision from a clinician before we were able to deal with your referral and I suspect that this is what caused the delay in us phoning you back. Nonetheless, if we said we would phone you back we should have and I apologise for the added stress and inconvenience that this delay caused.

If you would like me to look into the matter further, please phone me on 01626 883888.

Best wishes,

Susan

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