"TRAQS team got it wrong... Twice!"

About: Telford referral and quality service (TRAQS)

(as a service user),

When I arrived at the hospital in Stoke, I was informed my appointment had been cancelled. This was because they had no notes for me and had no idea why I was there. After an hour of trying to get a referral letter, the consultant saw me anyway,

He was very perplexed and said he does a clinic in Telford (my home town) every other week. I had a two hour commute for no reason and have to have more time off work to go to another appointment.

This comes after TRAQS made me an appointment for this condition at a hospital that doesn't even treat it.

The hospital was great, it was the TRAQS team that got it wrong - twice!

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Responses

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

Thank you for taking the time to provide feedback.

I am disappointed to read of your experience. TRAQS relies upon the hospitals to release the correct appointments to ensure we are booking the most appropriate appointment for the patient. It appears that the consultant you saw holds an outreach clinic at PRH. However, these clinics are not available to TRAQS as they are managed by the hospital.

As soon as your appointment was booked by TRAQS the referral letter was available to the consultant to review and this was the point at which your appointment could have been rearranged at PRH if the consultant felt it more appropriate.

I appreciate that you have been inconvenienced but I am sure you can appreciate that this was beyond TRAQS control as the hospital had an opportunity to rebook your appointment at PRH. TRAQS can only offer appointments which the hospitals make available to them.

I cannot look into your experience further as all comments here are anonymous. If you wish to discuss your concerns further I would be happy to do so. Please contact me direct on 01952 580441.

Thank you again for taking the time to respond.

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