"Very difficult to obtain urgent request"

About: Telford referral and quality service (TRAQS)

(as a service user),

Very difficult to obtain urgent request by doctor to out-patient physio department. After several phone calls and referrals back to doctor as to whether an urgent/other referral was required; I saw physio at 24 hours’ notice (after 3 weeks waiting v numerous phone calls).

Next (at 24 hours’ notice) appointment made. This turned out to be incorrect. I was told 11: 00am but ten minutes before fore paper work. Physio said I was an hour late – I had missed appointment.

As I couldn’t have made 10: 00am (needing travel assistance, this was their mistake, not mine). However fitted me in an hour ¾ later and from then on everything was fine – physio was excellent.

Appointment clerk was very polite and helpful.

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

Thank you for providing feedback.

However it is not clear from your comments whether TRAQS was involved in the making of your appointment for the Physiotherapy Clinic or whether your practice contacted the clinic direct. We note that your comments relate to the timing of your appointments and subsequent treatment. Please may we direct you the Patient Advice Liaison Officer (PALS). They will be able to take your comments further on behalf of the individual hospital or clinic concerned.

PALS PRH - 01952 282888

Thank you again for providing feedback

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