"I had to call TRAQS to chase up appointment"

About: Telford referral and quality service (TRAQS) The Princess Royal Hospital / Paediatrics

(as a relative),

I had to call TRAQS to chase up my daughters appointment 2 and a half weeks after my GP appointment/referral. The appointment was bookable – work load at department was cause of delay. Only chased up as experience with other family members – referrals not achieved at GP.

However Dr Darcy at limes walk has been excellent as has Dr Hide at PRH – both very good professionals. Thank You

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

Dear Prime961

Thank you for taking the time to tell us of your experience with TRAQS.

I am sorry that you had to chase your daughter's referral. In most cases we process referrals within the agreed timescales but sometimes there are exceptions.

Once the decision has been made to refer a patient the GP dictates the referral letter and the practice staff type up the information and pass to TRAQS electronically.

Once TRAQS receive this information we aim to contact patients within 24 hours for an urgent referral and 5 working days for a routine referral. This time can vary if there are queries with the referral and we have to request additional information from the referring GP. As Patient Opinion is anonymous I am unable to look into the reason for the apparent delay your experienced.

If you would like to contact the Patient Advice and Liaison Office (PALS) they will be able to take more details and look into what happened on your behalf.

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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Response from The Princess Royal Hospital

Thank you for your kind comments regarding Dr Hide Di Davis Patient Advice and Liaison Service

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