"Patient experience with TRAQS"

About: Telford referral and quality service (TRAQS)

(as the patient),

I had 5 pieces of paper from you, four of them printed single sided giving me 3 different numbers to ring, if I wanted to cancel an appointment and 2 different unique reference numbers.

If the NHS wish to save money they ought to start by having a look at TRAQS. Is it adding anything to the patient experience? The NHS sent me once piece of paper telling me all I needed to know – When? Where? & at what time? And one telephone number. The CCG need to think again about your existence.

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


Thank you for your comments relating to your recent experience with TRAQS.

I am sorry that you feel that we add nothing to the patient experience. The feedback we receive from the majority of patients/carers we speak to is very positive. I appreciate that the paper work can seem to be excessive but the system we use (Choose and Book) generates specific paperwork for each UBRN and we are required to send this to the patient as it relates specifically to each appointment booked. As this information does not include a patients address we need to ensure that a covering letter is included with the documents.

TRAQS ensures that patients are offered Choice of provider in line the the NHS Patient Charter- it is every patient's legal right to be offered Choice. TRAQS are able to ensure that all patients are offered a Choice of NHS appointment anywhere in England.

We appreciate all feedback, whether positive or negative as all comments help us to develop the service futher for the benefit of patients registered with the Telford and Wrekin GP practice.

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