"Feel let down and extremely stressed"

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

(as the patient),

Received letter from TRAQS re referral in July. After 8 weeks I heard nothing so phoned TRAQS. Told me they couldn't help, gave me phone number of hospital, I phoned and was pushed from pillar to post they eventually put my call back to TRAQS whom I found extremely unhelpful. Early in September I phoned the surgery and spoke to the secretary. Till today, I have still not heard a thing. We are now 3 months down the line and I still don’t have an appointment much less, my much needed footwear, which is impacting on my quality of life. I feel let down and extremely stressed.

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

Dear Label220

Firstly please accept my apologies for the poor Customer Service that you received.

From the information that you have provided (all posting are anonymous therefore I do not have any information to identify you and investigate further) it appears that you were referred for orthotics. TRAQS are unable to book into these clinics and the process is that we pass the referral letter directly to the consultant at PRH who will authorise the referral to be passed to the orthotist who will arrange an appointment.

I am sorry that you felt TRAQS were unhelpful. Unfortunately the responsibility for arranging appointments for the orthotist does lie with the hospital and is outside TRAQS control.

I you would like to contact the PALS officer at the Shrewsbury and Telford Hospital they will be able to initiate an investigation into what went wrong and led to the delay you have experienced.

PALS PRH - 01952 282888

Thank you again for taking the time to tell us of your experience as it is only by being told of these issues that we can rectify them.

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Response from The Princess Royal Hospital

Thank you for taking time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital. Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the care you received. Your comments have been sent to the Clinical Manager for the department concerned. Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail. The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office near the Ward Block Entrance. They aim to: provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp. Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

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