"Was not made clear what the referral was for"

About: Telford referral and quality service (TRAQS)

(as a service user),

I was referred for 2 separate clinics – Dermatology and Optometry. I had completely forgotten about the optometry referral, so when the 1st TRAQS letter arrived just a few days after the dermatology appointment, I thought it was for that and threw it away.

It was only when somebody phoned me that it was made clear that the referral was for optometry. I cannot be the only person with multiple referrals, so could the initial letter not be amended to state (briefly) what the referral is for. Otherwise everything was fine for both referrals.

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

Dear North216

Thank you for taking the time to respond to our request for feedback following your recent experience of using the TRAQS Service.

I appreciare that it can be difficult when you are waiting to arrange appointments for more than one condition if there is no additonal information in the reminder letter. However we do not mention the reason for referral because of patient confidentiality. If the letter was to be opened by someone other than the patient the information in the letter could breach their right to confidentiality if the patient had not told them about the reason for the referral.

I am sure you can appreciate that we have to be very careful when dealing with condifidential patient information and that includes the reason for the referral?

Thank you again for your feedback which is appreciated as it helps us to develop the service further for the benefit of patients registered with GPs within the Telford and Wrekin area.

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