"Great system but not without silly mistakes"

About: Telford referral and quality service (TRAQS)

(as the patient),

I was very impressed with the speed of the referral to getting a confirmed appointment. However I was referred to the wrong type of consultant. My appointment was for mid June all the paper work received and I had arranged for someone to take me. However on Friday prior to my appointment I received a telephone call from the consultant’s secretary.

When they made the referral letters they realised that there was an error. I should have been referred to a head and neck specialist. Instead an appointment had been made with a general surgeon. This has resulted in a delay in me being seen. I now have to be referred to a correct specialist so I am back to square one.

As long as the patient is referred to the correct specialist this is a great system. However there are silly mistakes like not reading the information is stupid.

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Responses

Response from Helen Handy, TRAQS & CAB Co-Ordinator, Telford and Wrekin CCG

Dear Snow951

Thank you for taking the time to share your experience with the TRAQS team.

I am sorry that your referral was initailly directed to the wrong speciality. As the booking staff within the TRAQS team are not clinically trained we do rely upon the GP to give clear instructions as to which speciality to direct the referral to.

I am relieved that the error was noticed before you attended the clinic and that you did not have a wasted journey.

Thank you for bringing this to our attention as it is only by being informed of these issues that we can put steps to place to avoid them happening again.

Thank you again for sharing your feedback and we wish you all the best with your treatment.

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