"Appointment system"

About: Devon Referral Support Services

(as the patient),

Had a letter through to arrange a much needed scan. But when I tried to call been getting the same message. Due to technical issues national contingent plans have been put in place. Been waiting for them to contact me to no avail and still can't get to make my appointment!

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Response from Rachael Burridge, Head of Operations and Reporting, DRSS, NEW Devon CCG

Dear ‘Frustrated-pb’

Thank you for taking the time to feed back your experience, and apologies for the frustration and confusion being caused to you.

As you are aware from our phone message there are ongoing issues with the national NHS e-Referral system, formerly Choose and Book, which mean that DRSS are unable to book your appointment with you in the normal way.

The teething problems with the e-Referrals system mean that the system is running much slower than normal and it is taking much longer than usual to handle each booking. With up to 7,000 bookings a week to make, a backlog has started to form.

There is no information currently from the Health and Social Care Information Centre (HSCIC), which provides the new software, about when the system will be running again normally.

In summary:

• Alternative arrangements are now in place with local hospitals to ensure that your referral isn’t delayed during this period.

• Referrals are being reviewed in the normal way and DRSS, or your local hospital, will be in contact with you regarding your appointment as soon as possible.

• People who need a rapid referral, such as those patients with suspected cancer, will continue to be seen within two weeks.

If you would like me to look into your referral to see at what stage it’s at perhaps you could call me on 07971 149 644 or email me at rachael.burridge@nhs.net so we can get some more details.

Apologies once again for the frustration this situation is causing.

All the best

Rachael Burridge

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