"TRAQS team had taken 5 weeks to contact me"

About: Telford referral and quality service (TRAQS)

(as a service user),

I expected a call from TRAQS within 5 days, according to the leaflet I was given. I phoned TRAQS and was told they were waiting for a letter from my GP. I checked with the surgery and was assured that the letter had been sent. I waited another week.

I phoned again, a young lady said enquiries would be made and she would phone me back. She didn’t. Another week went by.

I contacted to arrange an appointment for early December. I received no apology or information as to why the TRAQS team had taken 5 weeks to contact me instead of the stated 5 days.

I am happy to state that the appointment itself was entirely satisfactory.

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

Thank you for providing feedback on your recent referral.

I am disappointed to note that the service provided by TRAQS was less than satisfactory. With regard to the comments in your first paragraph I should point out that the referral letter to us from your GP is only one part of the referral process. There are two other actions which must be completed by your GP Practice before TRAQS is aware of your referral. Once these have been completed and the referrak is received by TRAQS then step three as explained in the leaflet becomes effective.

I am however concerned that there was a need for you to contact TRAQS to enquire about your referral and that your call was not returned. As all feedback is anonymous I am unable to check whether this was so in your case and in the circumstances I would be very grateful if you would contact me on 01952 580441 in order that I can investigate further.

All feedback is importnat to us in order that we can maintain the highest level of service to patients. In the circumstances I look forward to speaking to you in the near future.

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