"Excellent but kept waiting on the phone too long"

About: Telford referral and quality service (TRAQS)

(as a service user),

All I can say is excellent

But was kept of the phone for 33 mins to get through to you. A time of waiting would be helpful say 10-20 etc mins.

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Responses

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

Dear Button654

Thank you for you positive comments but I am concerned that the phone was ringing out for 33 minutes.

The TRAQS office is open from 08.30 - 18.00 Monday to Friday except for Bank Holidays when the office is closed. the contact number for the Patient Line is 01952 580441.

All calls are answered as soon as possible by the next available call handler and we would not expect anyone to wait for over 2 minutes to receive an answer.

I would like to check our phone records but as all Patient Opinion comments are anonymous I do not have any information to allow me to do so. I would need to know the date and time you made the call and the telephone number that you rang from.

If you would like to call the number above during office hours I will be happy to take some information from you to allow me to investigate the concerns you raised further.

Thank you again for sharing your comments with the TRAQS team.

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