"Booking line team unsympathetic and unhelpful"

About: Telford referral and quality service (TRAQS)

(as a service user),

However, I would like it noted that having had additional need to be in hospital following a dislocated and fractured ankle I have had a very poor experience with the booking line team when no appointment was received for fracture clinic follow up.

I found the team for the booking line abrupt in their manner and generally unsympathetic and unhelpful. Telephones frequently ring for very long periods of time without being answered and it seems their normal practice is to simply keep transferring the call to other numbers with no explanation of why or to whom you are being transferred. Some training required!

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

Dear Jolly192

Thank you for taking the time to bring your concerns to our attention.

Thank you for your feedback which is much appreciated. Although your referral was processed by the TRAQS team we note that your comments relate to the Booking Line at Princess Royal Hospital NHS Trust/Royal Shrewsbury Hospital NHS Trust and as such we are unable to comment on their behalf.

Please may we direct you the Patient Advice Liaison Officer (PALS). They will be able to take your comments further on behalf of the individual hospital concerned.

PALS PRH - 01952 282888

PALS RSH - 01743 261691

Thank you again for taking the time to respond.

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