"How much value do TRAQs add vs Cost"

About: Telford referral and quality service (TRAQS)

(as the patient),

How much value do TRAQs add vs Cost?

1) GP explained referral

2) TRAQs call

3) Letter arrives – TRAQs

4) Letter arrives – clinic/hospital

5) Wait 8-10 weeks

6) Notification of appointment by letter/phone (sometimes both)

Introduction of DB of Patient Choices:

- Nearest Hospital/shortest waiting time – this leads to TRAQS ask/offer

- Confirmation by email/SMS would cut the above. At this point the patient could get in touch to amend if necessary.

- Ive also had a number of referrals and receive this form every time. Cost vs benefit?

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Responses

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

Dear Cadet323

Thank you for your feedback regarding the TRAQS service.

The CCg consider that TRAQS provide a very cost effective service for the benefit of patients registered with a practice within the Telford and Wrekin area.

TRAQS send an automatic SMS message to patients 48 hours after receiving the referral from the GP. However, not all patients contact numbers are updated or correct at the GP practice which can lead to a delay in processing the referral and booking the appointment. This is why we also send a letter asking the patient to ring to arrange an appointment. As we rely upon the GP practice to provide us with contact information for the patient we also rely upon the patient to keep the information held at the practice up to date.

TRAQS have 21 days to process the referral and complete the booking. If at the end of the 21 days the patient has still not contacted TRAQS the referral is returned to the GP advising that the patient did not respond.

TRAQS are unable to send patient identifiable data (name, address, DOB, etc) over an open email account due to patient confidentiality and data protection laws.

When TRAQS book the appointment we send confirmation of the details to the patient. Some hospitals then send further confirmation nearer the date of the appointment, especially if there are specific instructions the patient needs to be aware of before attending their appointment.

We are always looking to develop the service further and use available technology where ever possible. However, not all patients have access to an email account or a mobile phone which can limit the accessibility for them. We also have to be aware of and abide by any regulations which are put in place to the protect patients.

TRAQS

We appeciate all feedback we receive from patients/carers/relatives and will take on board your comments to see if there are any ways we can utilise them for future developments of the TRAQS service. Thank you for taking the time to share your comments with the team.

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