"Not aware of the point of TRAQS"

About: Telford referral and quality service (TRAQS)

(as a relative),

I’m not aware of the point or what involvement TRAQS has. Having phoned the doctors surgery for referral, a letter from TRAQS arrives saying the referral had been passed on to the community podiatry service. The Drs surgery had just told me that the podiatry service would contact me regarding appointment with no mention of TRAQS.

I had requested that all communications come to me rather than to the patient (who is virtually blind and has early dementia) – this did not initially happen although a subsequent appointment (first time had to be cancelled) did.

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Responses

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

Dear Bear115

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

TRAQS was established in June 2012 at the request of all GPs within the Telford and Wrekin area to process all first outpatient appointments on behalf of the GPs.

TRAQS ensure that patients are offered Choice in line with the NHS Patient Charter. Choice of provider is every patient's legal right but not all patients are aware of this.

TRAQS provide all practices with a supply of information leaflets to ensure that patients are aware of who TRAQS are and what will happen next once the decision to refer them for further care has been made.

I am sorry that this information was not supplied to you and this caused confusion.

Regarding the communication and the problems you experienced - TRAQS cannot send information elsewhere unless the person requesting the information has a Power of Attorney and the patient's address has been changed by the GP practice staff as our correspondence is linked to the information held within the GP practice (patient's address, phone number, etc).

The podiatry department may have a difference policy but in line with data protection our internal policies do not allow us to send patient communication to anyone other than the patient without official authorisation.

Thank you again for your feedback and for bringing your concerns to my attention

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