"No problem with the service but leaflet could be better"

About: Devon Access and Referral Team (DART)

(as the patient),

I have been encouraged to use the Devon DART service recently. I like the idea of booking a time that suits me, I think in principle the service is a good idea.

Unfortunately, I think the leaflet is badly designed. The first sheet is particularly confusing, and in my case quite useless. It has a field for a UBRN (I assume this is a booking reference number), which is blank. It has a field below for password, which is blank. It then has a telephone number. In my opinion section 2 inside should provide guidance on how to use the service. It takes you through how to book by phone, internet and text, all of which are crossed out. Not very helpful.

I actually used the system to book an appointment and had no problem, I spoke to a very helpful young lady who intends to call me back with my appointment details. It’s just a shame that I found the leaflet is so confusing and unclear. This is certainly an opportunity for improvement.

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

Dear ‘Melting835’,

Thank you very much for taking the time to contact us, we are always grateful for feedback on any aspect of our service.

We have prepared and issued a leaflet for patients that we ask GP surgeries to give out when they make a referral and it explains who DART are, what we do and what to expect when you call us. From your description of the paperwork that you were given, I don’t believe that it is our leaflet you are referring to but rather one that is produced by the national Choose & Book system. However, as you were able to contact DART and have the details for Patient Opinion, I assume you were given our leaflet as well.

It is up to each individual GP surgery as to whether they hand out our leaflet, the print out from Choose & Book or both but if you would like to post a reply to this comment and let me know which surgery you are registered with, I will be happy to contact them with your feedback so that they can take in into consideration for future patients. I don’t need your name or any identifiable details, just the name of the surgery.

Thanks again for your comments and I’m glad everything went smoothly with booking your appointment.

Kind regards,


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful