"Booking an appointment for my father"

About: Devon Access and Referral Team (DART)

(as a relative),

I rang DART last Thursday to book an appointment for my father. I had tried calling the day before, but the service was closed due to staff training. I spoke to a pleasant woman that said she would book the appointment with the hospital and that someone would call me back either that afternoon, Friday or Monday morning.

I didn't hear anything so I rang the following Wednesday and they told me they had just received 3 days worth of appointments and that someone would call me back within the hour. I heard nothing and I have just rung this morning and have got an appointment for my father.

I don't think there is any point putting a time frame on calling back if you don't stick to it. They could have said we will get back to you within the week and that would be understandable.

Also, I was given a password when I received the information I needed to book my father's appointment but at no point did anyone ask for it. It seemed they were able to access what they needed without it.

Do you have a similar story to tell? Tell your story & make a difference ››


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

Dear ‘Pause290’,

Thank you very much for taking the time to let us know about your experience, we do appreciate it.

I am dreadfully sorry that you had to phone so many times before your father’s appointment was booked. I am also very sorry that we didn’t call you back on two occasions. Please accept my apologies for the inconvenience and let me assure that this is not what we consider to be an acceptable standard of service.

Regarding the password that you were given, we do check other details when people phone in, such as the date of birth, to check that we are speaking to the correct person.

Kind regards,


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