"I had never heard of TRAQS and was very alarmed to be contacted"

About: Telford referral and quality service (TRAQS)

(as a service user),

Before receiving a telephone call I had never heard of TRAQS and was very alarmed to be contacted and asked for personal information (including my date of birth) over the phone by someone I did not know.

I do not understand why this service (TRAQS) needed to be involved as I expected a direct referral to the physiotherapy department.

On contacting the physiotherapy department - firstly I was put on a loop system (listening to music and "we will answer your call shortly" for 20 minutes) then I rang back and finally after much perseverance was put through to the physio reception.

My issue is long standing and fairly urgent so it was of grave concern that I could not be seen for 2 months from date of re-referral. I do not know how TRAQS helped in any way.

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

Thank you for sharing your experience and providing feedback to the TRAQS Team.

TRAQS was created in June 2012 at the request of the GPs in the Telford and Wrekin area to ensure that all patients receive a Choice of where to attend for their first out patient appointment when being referred by their GP for further care. All GP practices has been provided with a supply of TRAQS Patient Leaflet which explain fully how TRAQS works and what a patient may expect when a referral is made by their GP. It seems that on this occasion you were not provided with a leaflet and for that we apologise on behalf of your GP practice. If you had received a leaflet you would have been aware of TRAQS and expecting our call and therefore not been alarmed at what may have appeared to be a 'Cold Call'.

TRAQS offer a Choice of hospitals and local community clinics (when appropriate) to the patient. We rely upon the referring GP to provide accurate information to ensure that the patient is seen in the correct clinic first time. We are however, reliant upon the hospital to provide appointments slots to us to allow us to offer date/times for the patient. locally the hospitals are undergoing longer than expected waits for appointments due to a higher than expected referral rate. This does affect our ability to offer local appointments and some patient do have to wait longer than either they or we would like before being seen.

I am sorry to hear of your experience and hope that your treatment helps your condition and makes life easier for you.

I can assure you that we appreciate all feedback as it helps us to improve the service for the benefit of the patients within the Telford and Wrekin area.

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