"Lack of communcation between TRAQS and Princess Royal"

About: Telford referral and quality service (TRAQS) The Princess Royal Hospital / Radiology

(as a service user),

I think TRAQS handled the appointment very well, but PRH and TRAQS should talk to each other.

A few days after TRAQS fixed up my appointment, I had a letter from PRH asking to ring for an appointment. I rang the hospital only to find that they did not know why I phoned,

However, after a discussion they thought it maybe to get x-rays in advance of my appointment at Nuffield, Wolverhampton.

When I had my appointment at the Nuffield a few days later, there were no x-rays.

What a waste of money.

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Response from Helen Handy, TRAQS & CAB Co-Ordinator, Telford and Wrekin CCG

Thank you for your feedback.

I am disappointed to read of your experience. TRAQS books appointments using an electronic booking system called Choose and Book. PRH uses this system to make free appointment slots available to the TRAQS team which are then offered to the patient and if suitable TRAQS books the appointment. The information is then passed electronically to the booking system at PRH.

TRAQS do not actually communicate with the chosen hospital. The booking system is automatic and works in 'real time'. I appreciate that it is frustrating to receive a letter you know nothing about, even more so when the hospital do not know why you received it. However,I am pleased to note that TRAQS handled your appointment very well.

Thank you again for taking the time to share your experience with TRAQS.

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Response from The Princess Royal Hospital

I am really sorry to hear about this confusion. It is definitely something we need to learn from in terms of communication between different organisations. Thank you for taking the time to let us know.

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