"Why can’t TRAQS find the correct phone number?"

About: Telford referral and quality service (TRAQS)

(as the patient),

On sheet it says phone 282880 between 8. 00-4. 00 phoned at 8. 00 answer phone. 8. 02 answer phone. 8. 04 answer phone? Each phone call costs ‘money’.

Finally got thro’, then went thru’ to not to appointments. 282880? Then to appointments. They don’t do appointments for physiotherapy? Had to be put thr’ to physiotherapist, they only do Tuesdays.

Why can’t TRAQS find the ‘correct’ phone number in the first place? Based on the Doctor’s info?

Why do I have to waste money?

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Responses

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

Dear Belt54

I am sorry that you have been having problems contacting the Physiotherapy department at the Princess Royal Hospital, I appreciate that is can be frustrating having to ring on more than one occasion. However, I can confirm that the correct telephone number is 01952 282880 which is the number you have quoted above and which you state you were given on a sheet. I can confirm that the physiotherapy appointments office is open from 08:00 - 16:00 Monday to Friday. I have confirmed this information with the department itself. There may be some occasions when the phones may not be manned from 08.00 due to illness which is outside anyone's control.

If you wish to contact the PALS office at the hospital to discuss your concerns they will be happy to speak to you about them and try to find out what happened

As all comments are anonymous I am unable to investigate further but from the information you have supplied I am confident that the information provided to you was correct.

I can reassure you that TRAQS use all available telephone numbers when attempting to contact patients to arrange their appointments but we do rely upon patients to keep contact numbers up to date with their GP Practice. I hope this information has helped to answer your query?

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

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