"I could have had appointment more quickly"

About: Telford referral and quality service (TRAQS)

(as the patient),

Doctor happy to refer me. No explanation that I could have a choice of hospital. Only offered PRH for appointment. Received letter from TRAQS team saying unable to contact me on my phone and were unable to leave message, due to my answer phone having my name and husbands name on answer phone, due to confidentiality (political correctness gone too far)

Unable to get my questions/opinion across to consultant.

I could have had appointment more quickly; it would have helped with the appointment being more successful.

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Responses

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

Thank you for completing the Patient Feedback form.

I am disappointed to note that your GP apparently failed to fully inform you about the service provided by TRAQS. There is an explanatory leaflet, held in all GP Practices, which should have been issued on the subject. TRAQS normally will offer patients a choice of location and time unless their GP has specifically directed that they should be referred to a specific specialist; if this is the case our action becomes more limited.

With regard to our initial telephone call it is not the case that a message could not be left because of your answerphone greeting message. Our caller would simply have asked for our call to be returned. The person's name is never referred to due to patient confidentiality. However, our initial follow up letter would be addressed to you personally asking you to contact us.

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