"I had a phone call from TRAQS and had no idea who I was speaking to"

About: Telford referral and quality service (TRAQS)

(as the patient),

I was telephoned by a GP and booked for an appointment. When I arrived at the surgery I discovered I had been booked to see the practice nurse, not the GP. I was surprised and a bit put out. She was, however, very caring and dealt with my issues and the appointment for my physio came through promptly.

I had a phone call from TRAQS and had no idea who I was speaking to - by the way, no where in this leaflet does it explain what TRAQS stands for - I've forgotten what was said on the phone... (initially it felt like just another 'cold call' and where had they got my number from, and were the bona fide).

My experience of the physio department has been great - treatment is ongoing, but treated with respect, listened to, clear plan of treatment.

This leaflet is a touch condescending and ambiguous (am I the service user or the patient? ). Discussing my referral with who? Positive experience and recommending to others doesn't really come in to it... a very sharp question!

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Responses

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

Thank you for taking the time to send your feedback to TRAQS.

I am disappointed to note that you feel your experience with our service may have been less than satisfactory. TRAQS staff operate to a very strict code of conduct which requires us to clearly identify ourselves and the purpose of our call; all calls are recorded and audited. The explanatory leaflet to which you refer clearly identifies TRAQS as the "Telford Referral and Quality Service" on two pages and also clearly explains the service which we provide.

With regard to the feedback questionnaire, this is limited to your comments on the service which you have received from TRAQS. We appreciate any comments, whether positive or not, which enable us to provide the highest standard of service to patients. If the feedback form includes comments regarding other NHS service providers, eg hospitals, they do have access to TRAQS patient feedback records in order to read the comments.

I am pleased to note that you were happy with the treatment provided by the Physiotherapy Department and they have put a treatment path in place for you.

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