"Inadequate service from TRAQS"

About: Telford referral and quality service (TRAQS)

(as a parent/guardian),

My son’s referral was sent to the wrong department by TRAQS which meant the appointment TRAQS had booked got cancelled.

I had to then waste my own time sorting out their mistake and now my son is back to square one waiting for his appointment.

Totally disappointing and inadequate service from TRAQS.

Wouldn’t use them again if I had the choice.

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

Thank you for taking the time to provide feedback regarding your son's referral.

I am sorry to read of your disappointment with our service, particularly as it appears to have led to a delay to your son's treatment.

However, TRAQS is advised by your GP as to which specialism the referral should be made to and there may have been some confusion resulting from this. Unfortunately because your feedback is anonymous I am unable to review the details of your case.

In the circumstances I would be grateful if you would contact me on 01952 580441 in order for me to investigate the matter further. TRAQS appreciates all feedback whether positive or negative in order to maintain the highest possible service standards. With your help we can identify the cause of the problem and any resulting training needs.

I look forward to hearing from you.

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Update posted by Glad785 (a parent/guardian)

Having spoken to my secretary's GP it is quite clear that they did send the correct information to TRAQS, so there was no confusion. Two referrals were made by my son's GP at the same time, TRAQS sent both referrals to one department and no referral to the other department. How they can confuse urology with orthopaedics is beyond me. My son is still waiting to be seen at the hospital for one of the issues. I will contact you to discuss this further.

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