"my appointment could not be made"

About: Devon Access and Referral Team (DART)

(as the patient),

I thought this was supposed to be a "one stop shop" to give you your hospital appointment once the GP had sent them a letter. This was not my experience.

I received a letter from them with a reference number. I phoned them after 3 working days from my GP visit as requested. The call handler said she would have to speak to a GP they had on hand to consult and would call back later.

When the call handler phoned back, she said that they could not make the appointment for me, and that they would fax my information direct to the consultant’s secretary who would get in touch. She didn't explain the reason for this.

Why not just say they are unsure what to do? It just seems really stupid to me to have to contact a referral team to them be told they cannot refer me (and not give me a reason). Why don't they tell the GPs not to refer certain cases? If there then has to be a delay to wait till you ring, then they have to refer it somewhere else.

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

Dear ‘gerri13’,

Thank you for getting in touch to let us know about your experience, the feedback is very useful to us in helping us improve our service. I’m sorry that you’re unhappy with the service you’ve received and I can understand that it must have been frustrating to do as you were asked, only to end up without an appointment at the end of it.

Unfortunately, without more details it is difficult for me to say why we couldn’t book your appointment for you. If you would like to call me on 01626 883888, I would be more than happy to take some information from you and investigate the matter further so that I can give you a fuller explanation.

Kind regards,


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