"Telephone frustration"

About: Devon Access and Referral Team (DART)

(as the patient),

I am in receipt of the literature and information explaining to me how to arrange an appointment through The Devon Access Referral Team. I have just come off the telephone, having called 08458630674 as required.

After sitting for over 10 minutes with the hand-set next to my ear listening to piped music and being told that I was number one in the queue, I eventually gave up in frustration. What sort of service is that? I couldn't even be sure that the person to whom I should have spoken, was even there.

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Response from Susan Pearce, Project Support Manager, DART (Devon Access & Referral Team), NHS Devon

Dear ‘AndyS’

Thank you for taking the time to respond to us. All opinions are valuable to us and help us to improve our service.

I’m very sorry that you were not able to get through to us when you called, it must have been hugely frustrating. There will definitely have been a team answering that phone line – as you were first in the queue for all that time I can only imagine that the other calls being taken were of a particularly complex nature. We do monitor the phone system at all times and, when we can, we put extra people on when a queue develops.

I hope that when you have the time to phone back, you are able to get through much more quickly. I would suggest you avoid calling on a Monday if you can as that is our busiest day.

Kind regards,


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