"It proved difficult to get an answer from the phone number "

About: Telford referral and quality service (TRAQS)

(as a service user),

Working full time - it proved difficult to get an answer from the phone number whilst trying to make an appointment. Either no answer at all or engaged tone.

Once I did get through the service was very good.

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Responses

Response from Chloe Jones, TRAQS Patient Advisor, Telford and Wrekin CCG

Hello,

We are very sorry to hear that you experienced difficulty when contacting TRAQS. We were unaware of any issues with our phone lines, however, we can assure you that this will be looked into.

Nevertheless, we are pleased to hear that our service met your expectations when you spoke to a patient advisor.

Thank you very much for sharing your feedback.

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

Thank you for sharing your comments with the team.

I am sorrry to hear that you found it difficult to contact TRAQS. Our opening hours are 08.30 - 18.00 Monday to Friday - except for Bank Holidays and we appreciate that it is not always possible for patients to contact us during their working day. However, I do not understand why you would receive an engaged tone as the system we use would only offer an engaged tone if all of the phones in the office were engaged. I am sure you can appreciate that if someone is taking a call then they are unable to answer another call at the same time, this could account for the no reply.

However, I am pleased to hear that the service you received as very good when you were able to speak to the TRAQS Team.

Thank you again for taking the time to share your comments with us.

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