"the xray/gp appointment service"

About: Devon Referral Support Services

(as the patient),

After a visit to my gp on the afternoon of 20th October, he referred me to have xray of my knees. I rang the number given on the form at about 4. 15. I was told I was no 1 in the queue. I hung on until 4. 30 being regularly told I was no1 in the queue, then the line went dead. The following morning I rang at 8. 30 am to be told the line is very busy ring later. I called several times receiving the same message. Eventually at about 9. 30am I was told I. was no2 in the queue. I hung on untill about 9. 45 am when I managed to book an appointment. Why did I experience such difficulty, if I had been told I was 25th or more in the queue I would not have tried so frequently between 8. 30 and 9. 30. I would have left it until near 10. 0am

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Response from Steve Matson, Operations Delivery Manager, Devon Referral Support Services

Dear 'lawnmowerman'

Many thanks for taking the time and effort to write and inform us of your experience and I am sorry to hear of your frustrations.

I can confirm that this appointment was not booked through Devon Referral Support Services (DRSS) but would have been direct with the Provider organisation concerned.

If you would like me to contact the Provider concerned and look into your referral to make some enquiries on your behalf perhaps you could call me on 07812 658 106 or email me at steve.matson@nhs.net.

Best Wishes

Steve Matson

Operations Delivery Manager


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