"Whole communication has been duplicated"

About: Telford referral and quality service (TRAQS)

(as a service user),

Thank you for sending me my appointment for the assessment at Rowley Hall Hospital in mid July.

However, it seems that your procedure is somewhat over the top. After the appointment details are simple to communicate without the necessity of an accompanying questionnaire. Especially as the whole communication has been duplicated as you will see from my return.

Despite a request being made by me on the phone and an assurance being given that the travel directions would be included, none were; not even in the duplicate.

I would welcome your comments.

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Response from Cathie McKenzie, Patient Advisor, TRAQS, NHS Telford and Wrekin CCG

Thank you for taking the time to provide patient feedback.

TRAQS sends an initial confirmation letter at the time of booking the appointment with the patient. This ensures the patient has written confirmation of their appointment details of date, time and location. I am sorry to note that a request for travel directions to the hospital were not included with the letter. This is generally not provided by TRAQS, however, if a request was made then I am sorry that we did not provide the details. However, I should point out that he hospital also writes to the patient confirming the appointment and includes any further information that may be required. Regarding the questionnaire, TRAQS has been running just over a year and we very much appreciate any positive or negative feedback received in order to build upon our service.

Thank you again for taking the time to respond to our request for feedback.

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