"Referral has taken 5 months"

About: Telford referral and quality service (TRAQS)

(as a service user),

1) GP did not explain I was going to go through TRAQS.

2) 6 weeks elapsed between GP appointment and being contacted by TRAQS.

3) The appointment given by TRAQS was at Wolverhampton Hospital, which I declined due to travelling difficulties (transport) and it being well out of the area I live (I would find this very difficult for follow up appointments, and costly).

4) I did not hear anything else from TRAQS which prompted me (2 weeks later) to phone them. They replied no appointments available.

5) Eventually received an appointment for January 2014 for PRH, received in mid December.

6) Received a letter a week before cancelling the appointment by the hospital.

7) Had to phone again – they found me an appointment for late March. This has taken 5 months since being referred.

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Response from Chloe Jones, TRAQS Patient Advisor, Telford and Wrekin CCG

Dear 'Hastily833'

Thank you for taking the time to share your feedback with TRAQS. We are very sorry to hear that you are disapointed with your experience of the referral process.

Please accept my apologies that you were not informed by your GP that your referral would be sent to and managed by TRAQS. There is a TRAQS patient’s 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.

I note that six weeks elapsed between your GP appointment and being contacted by TRAQS. Due to the anonymous nature of Patient Opinion, I am unable to comment at this moment in time in regards to the reasons accountable for this delay. However, If you would like to contact TRAQS on 01952 580 441, we would be more than happy to look into this for you.

TRAQS is all about patient choice offering patients a choice of location, date and time. It may well be that there were no bookable appointments available at Telford or Shrewsbury Hospitals at the time you were contacted. However, if your preference had been for one of those hospitals and a clinic was available you would have been given the option to be placed onto a waiting list.

Unfortunately, TRAQS has no control over waiting times for hospitals/clinics. Neither do we have any control over clinic cancellations. As this relates to the Princess Royal Hospital NHS we are unable to comment on their behalf. However, 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 concerned.

PALS PRH - 01952 282888

Thank you again for sharing your comments. Your feedback is much appreciated.

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