"Letter did not state that you were responsible for making the appointment"

About: Euston House Telford referral and quality service (TRAQS)

(as a service user),

The letter I received from TRAQS did not state that you were responsible for making the appointment.

I presumed that it came direct from Euston Way - where I received excellent treatment.

The confusion with the telephone messages could be awarded by stating Mr or Mrs, which is hardly a breach of patient confidentiality. I think it's a case of the left hand not knowing what the right is doing.

Sorry if I got irritated on the phone, maybe it would have been better to call back when you had sorted the problems out.

The ENT service at Euston was excellent.

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Responses

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

Thank you for your feedback.

Please accept my apologies that you were not informed by your GP that your referral would be sent to and managed by TRAQS. There is a TRAQS patients leaflet which is available to be handed by all GP Practices/GPs. Each patient who is referred by their GP should be given one of these leaflets which explains the service, the steps in the process and contains contact telephone numbers within TRAQS should you wish to discuss your appointment.

I note your comments regarding the use of a gender specific title when leaving messages. However, as you will appreciate it is of overriding importance that our staff maintain strict confidentiality on such occasions to avoid the possibility of the patient's identity being disclosed to a third party.

Nevertheless, I am pleased to note that you received a high standard of treatment at Euston Way.

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