"TRAQS:Put on hold, but nobody came back to me"
About: Telford referral and quality service (TRAQS) Telford referral and quality service (TRAQS) TF7 4BF
Posted by Impact32 (as ),
Contacted by TRAQS in April – message on my answer phone
Returned call the same day
1st call – 2. 25pm got through put on hold, but nobody came back to me, told at least twice by automated message how I could download background music that playing whilst I was on hold, and I need this information because……………?
Eventually put the phone down just after 2. 30pm
2nd call – same day 2. 34pm, no answer
3rd call – 2. 55pm, got through but cut off.
4th call – 3. 00pm, phone answered but I was asked to wait by clerical assistant, who was in the middle of a letter and wanted to make sure it went in the right envelope to the right patient, waited as she was having problem with computer!
Asked which hospital Telford or Newport…. Had already told Dr I wanted to be seen in Newport, could this information have been recorded on referral form?
I was then told a 2/4 week wait for an appointment. Which is fair enough and not too long to wait, so did I need all the bother of the phone calls to tell me this?
Three days later – had a letter from TRAQS telling me as they had been unable to contact me they were writing to ask me to contact them if I needed an appointment, this letter was typed and posted on
The day after – the day I had spent some considerable time trying to get through them, and the day I had actually spoken to someone at TRAQS.
The next day – phone call from Newport offering me an appointment a couple of days later, which I am delighted with as I expected to have to wait much longer. I will have no complaints about physiotherapy service at Newport I have used it on previous occasions and the service has always been excellent and the staff are amazing.