"Unavailable for two days"

About: Devon Referral Support Services

(as the patient),

I received my referral letter yesterday. Being keen to get an appointment booked asap I called straight away only to be told by an automated message that the entire team was unavailable due to a training day. Slightly irritated that there was no divert to an alternative office or some other sensible backup system I decided to call back this morning. Low and behold, the office is also closed today due to 'essential IT maintenance'. I now have to wait until Monday to call, which I have been told (by another automated voice) to expect large waiting queues.

I'm all for training days and IT upgrades, but when they mean a service is unavailable for two days straight I find it rather frustrating. I've been referred for hospital treatment because I'm in quite a lot of discomfort and pain and now I'll be having to wait even longer to determine what the cause of said pain is. Not impressed at all

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Response from Devon Referral Support Services

Dear Amberinoo,

Thank you for getting in touch and please accept my apologies for the inconvenience and frustration that this must have caused you.

Our office was open on Thursday and the team that you needed to speak to were only unavailable for an hour but the wrong message must have been put on their phone. I am very sorry for the misunderstanding and I will double check that all the appropriate people know how to select or record the correct message for the future.

I am also sorry for the inconvenience caused by the office shutting down all day on Friday. We were changing from one network to another and so all of our files were unavailable meaning we couldn’t use them no matter which site we were at. The work had to carry on throughout the weekend as well and so, unfortunately, we had no option but to close the office for the day.

I’m very sorry for any distress that you have suffered and I wish you all the best for the remainder of your treatment.

Best wishes,

Susan Pearce

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