"Confusion in booking an appointment"

About: Devon Access and Referral Team (DART) Holsworthy Hospital

(as the patient),

I saw my GP at the end of December, and was phoned early in January by DART, who asked which hospital I'd like to go to, and arranged an appointment for me for late January. So far so good.

I then received a letter from Holsworthy Hospital, confirming the time and date of the appointment booked by DART. However, I then received another identical letter, with no signature, informing me that the appointment would be a week later. There was no explanation or indication that the previous appointment had been cancelled.

I phoned the hospital, who confirmed that the date had been changed, although there seemed to be some confusion on their end, as they are not responsible for booking the first appointment.

Something seems to be not quite working - really could have done with more clarification in the letters sent to me about whether the appointment had been changed, which date was correct etc.

It was not too much inconvenience for me, but I do feel for the people at the hospital who are trying to keep up with all this.

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

Dear ‘excel180’,

Thank you very much for giving your feedback about using the service, we are very grateful to everyone to takes the time to do so.

The initial appointment was made by DART, as you say, but the confirmation letters and appointment changes took place at the hospital itself and so I have passed your message on to the hospital for their consideration.

Please accept our apologies the confusion caused and I wish you well for the remainder of your care.

Best wishes,


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