"Cut off when first in queue?"

About: Devon Access and Referral Team (DART)

(as a service user),

Following a recent referral I've been trying to contact DART to arrange an appointment. I called them, and was told three times that I was number 1 in the queue, and to hold the line. I was then told that they were experiencing high call-volume, and the I should call back another time. I was then cut off.

I would like to know why I was told I was number one in the queue three times if the lines were busy and somebody was unable to speak to me, meaning I had to waste my time hanging on the line and paying for the call.

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Responses

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

Dear ‘isle755’,

Thank you for taking the time to feedback to us about our service, we do appreciate it.

I’m very sorry that you were cut off and I can completely understand why this would upset you. Unfortunately, I can offer no explanation and can only assume that there was some technical difficulty as, with the way our phone system is set up, this should not have happened. We have had no other reports from patients about difficulties and cannot find any current problem with the phones so I am hoping that it was a one off occurrence.

Please accept my apologies for the inconvenience and thank you again for letting us know about the problem.

Kind regards,

Susan

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