"Not very good administration"

About: Telford referral and quality service (TRAQS)

(as a service user),

I had to wait from mid February, when my GP practice sent the referral ( I didn’t see my GP, my optician referred me to the practice and they sent the referral) until late July before I was contacted by TRAQS – and I suspect that they only contacted me then because I spoke to my GP about the delay when I had a routine appointment with them in mid July.

Even for a non urgent referral I believe this is too long to wait. The TRAQS team telephoned whilst I was out, at about 4: 30 and the lady told my wife that she could be in the office until 6pm. I returned about 15 minutes later and phoned immediately only to get the recorded message that the office was closed and giving the opening times. My wife then called again and got straight through; clearly the administration isn’t very good either.

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

Dear TalkTo378

Thank you for taking the time to share your feedback with the team.

I am sorry that your referral was delayed following your referral by your optician.

However, I am grateful for the opportunity to explain how TRAQS works and to answer the points you have raised:

1. TRAQS can only begin to process a referral when it is received from the GP practice.

2. TRAQS aim to process all urgent referrals within 1 working day and routine referrals within 5 working days.

3. It appears that your referral was not processed by the practice and passed to TRAQS until you visited the practice in July and queried the fact that you had not been contacted to arrange an appointment.

4. I can confirm thatTRAQS working hours are from Monday to Friday - 08.30 - 18.00 - although we do not have a 'closed message' on our telephone system. Our introductory message remains the same whether the office is open or closed. I am unable to explain why you would have received a 'closed' message and within minutes receive an answer. I can only assume that the number dialled was not the correct one for TRAQS which is 01952 580441.

I hope that this gives you a clearer understanding of how the referral process works between the GP practice and TRAQS?

if you have any further queries relating to your referral via TRAQS please contact the Patient Advice and Liaison Service (PALS)

PALS is open Monday – Friday 9am-4pm (excluding bank holidays).

Telephone: 01952 580407

There is also a 24 hour answer phone service.

Email: twccg.patientservices@nhs.net

Thank you again for taking the time to respond to our request for feedback.

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