"I am most disappointed in the time took to arrange an appointment"

About: Telford referral and quality service (TRAQS)

(as the patient),

I am most disappointed in the time took to arrange an appointment for me which my doctor had marked urgent.

When I didn't hear for some two weeks, I spoke to my doctor who instructed me to telephone TRAQS. This I did, only to discover that my urgent referral had been downgraded by a member of your staff and placed into the queue.

Now some six weeks after original seeing my doctor he has taken over the referral and arranged an appointment with the physio at Newport Cottage Hospital.

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Responses

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

Dear Full678

Thank you for taking the time to provide feedback to the TRAQS team following your recent referral to physio.

The TRAQS team are an admin team and do not actually downgrade referral priority. Any priority change is only done by our clinical team of GPs following a discussion with the referring GP at your practice.

The TRAQS team can offer physio appointments with a number of providers. Appointments at the PRH physio dept are available wth an average wait of 4 weeks. The waiting times at both Maddocks Clinic (Madeley) and Newport Cottage Hospital (if the patient is registered with a Newport GP practice) vary but all of the providers may change the priority of a referral if they feel clinically that the patient should be seen sooner or is not actually an urgent referral. After all the physio has not seen the patient and has to rely upon the information supplied in the referral letter from the GP to give all of the required information.

I am sorry that your referral was delayed but an relieved the hear that you were seen at Newport Cottage physio clinic. Thank you again for sharing your feedback and we wish you all the best with your treatment.

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