"DART leads to reduced patient care & satisfaction & higher costs"
About: Devon Access and Referral Team (DART) Devon Access and Referral Team (DART) Exeter EX1 1PQ
Posted by Camilla (as ),
My doctor wanted to send me to a pain clinic.
A WEEK later (failure #1) I received a letter from the surgery with a UBRN and tel no to call to make an appointment via DART. What was wrong with the previous system where the dr gave me a tel no to call during the session and I did it the same day?
I called after an unnecessary week of pain. The UBRN no was not recognised (failure #2) and the operator said she’d call the surgery to check the number. She didn’t call back (failure #3).
I called again the next day. Same palaver (failure #4) but this time i insisted the operator check for my details by name. She found them and my NHS - this enabled her to find the correct UBRN # - apparently the number had been incorrectly written on the letter from the surgery (failure #5).
She asked if I wanted to go to the Exeter pain clinic (local) and I said yes. She attempted to get me an appointment at this clinic but came back with ‘the clinic has not yet released its next set of appointments so we can’t give you a date’ (failure #6). Then ‘you’ll need to call them and tell them you need an appointment and HOPEFULLY they’ll release one for you’ (putting the donkey on my back - failure #7). Then ‘you’ll need your name, date of birth and NHS # (this is essentially the old system and entirely defeats the object of DART and the UBRN - failure #8)
Eventually she agreed to contact the clinic herself and have them send me an appointment although she added that ‘if you haven’t heard anything in 4 WEEKS then something’s gone wrong and so get back in touch with us’ (failure #9).
You’ve added another level of bureaucracy to a previous system and it doesn’t work. Its far worse than before and, given my experience, clearly costs more in people time.
A week and half since my doctors visit and I still don’t have an appointment and may not get one for 4 weeks whereas,under the old system, Id have got my appointment date a week and a half ago. My customer satisfaction is at an all time low. How ridiculous