"I would like to just go back to the old system"

About: Devon Access and Referral Team (DART)

(as the patient),

My doctor wrote a letter to refer me to the Orthotics department at Torbay Hospital. I then received a letter from DART telling me to call and make an appointment.

They answered the phone as 'Orthopeadics' not as Orthotics. I was then told that a letter needed to be sent to Torbay before I could book an appointment.

After not hearing back from them after 10 days, I called them again. I still couldn't book an appointment and was told if I hadn't heard anything by 4th April to call back again.

I just feel that this system is such a waste of time, money and effort. It's just more frustrating for everyone. In my opinion, we should go back to the old system.

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Response from Suzanna Morris, Project Support Manager, NHS Devon We are preparing to make a change

Dear ‘Ozone638’

Thank you for the time you have taken to feedback your experience when trying to book your appointment, I apologise that you feel that the ‘old way’ was a better way of being able to book your appointment.

From the response that you gave I have fed back your comments to the department, they have informed me that a recent relocation of the Orthotic service has highlighted some issues in the booking process. They have informed me that the department have already started to review these processes and aim to simplify them for future patients.

May I apologise again for the problems that you have experienced and hope that the feedback you have given me will make the process easier for future patients.

Kind Regards,


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