"Frustrated my time was wasted"

About: Telford referral and quality service (TRAQS)

(as a service user),

TRAQS called me and wanted me to provide personal data to prove who I was. I understand why, but it goes against all good data security principles to do this when you don’t know for sure who is calling you.

I called TRAQS right back and wasn’t allowed to speak to the same person. Person I spoke to spoke to fast, was impatient, didn’t want to spend time discussion my concerns.

I don’t have an appointment yet and wasn’t able to have a sensible, useful conversation about getting one.

Really not sure what value TRAQS add. I would rather speak to someone with enough knowledge about my needs/condition etc.

Frustrated my time was wasted.

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Responses

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

Thank you for your feedback.

It is disappointing to note that on this occasion our service would appear to have fallen short of our acceptable standards.

Please accept my apologies that it appears that you were not informed by your GP your referral would be sent to and managed by TRAQS. There is a TRAQS patient leaflet, which is available to be handed by all GP Practices/GPs. Each patient who is referred by their GP should be given one of these leaflets which explains the service, the steps in the process and contains contact telephone numbers within TRAQS should you wish to discuss your appointment.

It is also essential that we ask you to confirm your personal details to ensure that we hold up to date information and maintain patient confidentiality. In seeking your confirmation we are then in a position to ensure that the hospital sends correspondence to the correct address.

All our calls are recorded and I would like to take the opportunity to review the content of the discussions with yourself to determine whether there are any training needs which TRAQS needs to address and improve our service. As all feedback is anonymous I am unable to identify your referral from the information you have provided and Iwould be grateful if you would call me on 01952 580441 and ask to speak to Cathie personally and I will take the opportunity to review our actions to date and reassure you about the quality of our service.

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