"My referral got lost in the paper system"

About: Telford referral and quality service (TRAQS)

(as a service user),

After waiting 2 weeks to be contacted by the TRAQS team, I rang them to be told they had not received a referral letter from my GP.

I contacted my GP to be told a letter had been sent via internal mail and a copy had been faxed. I was also told that this was not unusual, probably due to the large number of letters that were sent to TRAQS.

I appreciate that things get lost where a paper system is used, but if this is a known problem I think something should be done to reduce instances of this in future.

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

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

It is strange to hear that your GP decided to fax the referral and to send a paper copy via the internal mail direct to the hospital instead of following the agreed process. The process is for the practices to send all referrals electronically to TRAQS using the inhouse administration system and Choose and Book. This ensures that referals are always available electronically and can be printed off if the need arises. There are occasions when practices are unable to do this and they contact the TRAQS Practice Support team who are able to suggest a work around to enable the referral to remain with TRAQS and therefore to ensure that the patient is offered Choice.

As all responses are anonymous I am unable to investigate further. However, if you would like to contact me on 01952 580441 I will be happy to look into your experience further.

Thank you again for taking the time to respond and share your comments with the TRAQS Team.

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