"Referral was excellent"

About: Telford referral and quality service (TRAQS)

(as the patient),

Referral by my GP was excellent as was the service of the TRAQS team and the Cardiac Specialist I eventually saw. It was waiting for an appointment date that let everything down. I rang twice after the date passed for when I should have heard. The 1st time my referral letter was found at the bottom of somebodies tray. When I rang the following week the phone conversation was the same until I pointed out I’d been told that the week before. I was then given an appointment for the following week so the problem would appear to be with Admin (short of staff? ) which sadly tainted the whole experience.

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

Dear Melting23

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

I am pleased to read that the experience from the TRAQS team was excellent as we take Customer Service very seriously and endeavour to treat all patients with respect and kindness. We realise that patients can become stressed when waiting for an out patient appointment and will do all we can to assist the patient to be seen at the hospital of their Choice in any way we can.

You do not mention which hospital/clinic you attended and due to the anonymous nature of Patient Opinion I am unable to obtain that information.

If you wish to take your concerns relating to the misplacement of your referral letter further please do not hesitate to contact me and after performing some security checks I will be able to provide you with contact details to enable you to bring this issue to the attention of the relevant person. - 01952 580441 - the office is open from 08.30 - 18.00 Monday to Friday.

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

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