"It is a pity that health care can be let down by administration"

About: Telford referral and quality service (TRAQS)

(as a relative),

As you will see underleaf the setting up of the appointment was unsatisfactory. I was telephoned to say that I would be contacted regarding the appointment by the podiatry service – I emphasised it must and all communications must be with me rather than the patient – my mother in law. She is hard of hearing, easily confused and relied on me to deal with all medical and transport matters.

An appointment was sent in writing to her – I eventually found this and as it was inconvenient had to change it. This all meant there was some delay in actually getting an appointment. In addition the podiatry service gave me the wrong phone number for the clinic my mother in law was to attend.

Fortunately I discovered this before the date of appointment as I had difficulty locating Wellington Health Centre and had to phone them for directions (I live in Wolverhampton).

The actual treatment at the podiatry clinic was excellent – my mother in law was treated with care and consideration.

It is a pity that health care can be let down by administration.

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Responses

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

Many thanks for forwarding your comments to TRAQS regarding your mother-in-law's referral.

I appreciate your concerns regarding the manner in which the referral was made. However, I must advise you that written confirmation of the referral to the podiatry clinic is always sent to the named patient. In circumstances where a third party is involved (such as yourself) we would only been aware of this (and would have contacted you) had the GP made asuitable reference on their referral to us. We would have also notified the podiatry clinic of this requirement.

I am sorry to note that you experieced some inconvenience in making a suitable appointment, however, it is pleasing to note that your mother-in-law received excellent care.

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