"Unnecessary double-booked appointment"

About: Devon Access and Referral Team (DART) Newton Abbot Community Hospital / Ear, Nose and Throat Teignmouth Hospital / Ear, Nose and Throat

(as the patient),

I was sent an appointment for Newton Abbot hospital and a week later received another appointment for Teignmouth hospital, they seemed to be for the same thing so I phoned Torbay to say I had been given two by mistake but was assured they were for different tests.

I went to Newton Abbot and was given a thorough hearing test,they were unsure why I needed a further appt.

On turning up at Teignmouth they wanted to do hearing test but were surprised to know I had already had one so didn't do another and on seeing the specialist he had no idea why I would need to see him.

I am quite cross at wasting my time and petrol for this when I had already queried if this was a double booking.

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Response from Gemma Smith, Project Support Manager, DART, NHS Devon

Dear ’Grogsey’,

Thank you for taking the time to share your experience with us, and I would like to apologise for the inconveniences caused.

The Devon Access and Referral Team (DART) booked your initial appointment at your chosen hospital. However, the appointment details you received are generated at the hospital and any appointment changes for any reason will be managed by the hospital itself.

Patients who are referred for an ENT appointment and require a hearing test are routinely booked two separate appointment slots. The first is for the hearing test and the second to see the consultant. Under normal circumstances this would all happen on the same day to reduce the amount of attendances for patients. You were right to query this with the hospital. Without more information about you, I cannot be sure as to why you ended up with a duplicate appointment for the same investigation of a hearing test.

I would be more than happy to look into this further for you and would need some more details to do so. You can reach me on 01626 883712 from Monday to Friday between 9am and 5pm. Alternatively you can also ring the Patient Helpdesk on 01626 883888.

Best Wishes

Gemma Tremlett

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