"Waiting for an appointment at Royal Devon & Exeter"

About: Devon Referral Support Services Royal Devon & Exeter Hospital (Wonford) / Endocrinology

(as the patient),

What a farce this system is. I am still waiting for an apointment with the Endocinology Department 4 weeks after my referral from my GP.

My GP told me to chase up the appointment but after spending 30 minutes on the phone I have still not got an appointment.

Apparently the 'Slot Manager' is on leave and I have to wait another week until his return! Does nobody cover for him when he is away?

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

Dear ‘Avalon’

Thank you for taking the time to feed back your experience, and apologies for the frustration the situation is causing you.

From your posting it sounds as though the referral service have passed your details onto the RD&E for them to book you an endocrinology appointment, and that you have been put on a waiting list. However, without any details about your referral I can’t really give any helpful information.

If you would like me to look into your referral with the RD&E 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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Response from Peter Brain, Volunteer, Healthwatch Devon

Dear 'Avalon'

The comments and responses on the web-site of Patient Opinion are shared with us at Healthwatch.

Thank you for responding through Patient Opinion to what was a frustrating experience just when you need a more prompt response. Do take up the offer of a telephone call. At Healthwatch we are building a picture of the provision of services in Devon and these comments should help the NHS and other providers develop and improve their services.

If you wish to discuss any health or social care issues with us in confidence, including seeking advice or information about services, please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

Yours sincerely

Peter Brain


Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

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Response from Royal Devon & Exeter Hospital (Wonford)

Thank you for taking the time to share your experience with us. We are unfortunately unable to book these appointments directly with patients. The appointment process for this clinic is via the Devon Referral Support Service (DRSS) and I am sorry that you had difficulty in getting through to them by phone. I understand that, due to on-going technical issues within the e-referral service you will be contacted by DRSS by phone or letter to book an appointment. Patients can access the DRSS helpdesk on 01626 883 888. We are sorry for the for the incorrect information you have received over the telephone from the Endocrinology team. We have discussed with the Reception staff to ensure that they are aware of the booking process so that they can give accurate information to patients who may telephone. We endeavour to cover all urgent aspects of the slot manager’s role while they are on leave. If your query is something that the receiving member of staff is able to action immediately they will do so. If not the staff member will arrange a call back from an appropriate member of staff in order for the query to be resolved efficiently. Thank you once again for taking the time to bring your experience to our attention, as feedback from our patients is invaluable in helping us to improve our services. If you would like to discuss matters further, please contact PALS on (01392) 402093.

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