"Very poor customer service"

About: Devon Referral Support Services

(as a service user),

Over the past year I have had the misfortune to deal with Devon Referral Support Services on at least 6 occasions.

They constantly send me a letter to contact them following a GP request to either receive

advice on treatment options and/or tests 

OR

a recommendation for an appointment 

 Yet when I spend the time effort and money to ring them they tell me that their consultant hasn't yet given advice on what is to happen and it will be later before they can tell me.

Any business worth their weight would wait until they had that advice before sending out the letter,

They are dealing with people who have various medical conditions and often in severe pain. They need to seriously review their procedures

Responses

Response from Devon Referral Support Services We are preparing to make a change

Dear Albatross2,

Thank you for your feedback and we are sorry you have had a poor experience using Devon Referral Support Service. We are constantly reviewing our procedures to avoid patients calling us unnecessarily.

In January 2020 our processes are being streamlined to avoid this type of poor experience and provide a quick and responsive service to all patients in Devon.

Once again we apologise for your experience and we do appreciate you spending the time to tell us about it.

Please be assured we are working hard to improve patient care across the whole of the referral management service.

Kind regards

Customer Relations and Quality Lead

Devon Referral Support Service

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