"Satisfied with my appointment although the referral was poor"

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

(as the patient),

The referral was absolutely stupid as it went back and forward because I needed attention for my hip and also for my foot (the 2 cannot be put on one piece of paper).

My appointment was carried out at the PRH where everybody was brilliant. From the man on the desk, through to the nurses + all members of staff who attended to me. They could not have been more attentive and helpful and also the doctor who saw me. I was very satisfied with everyone.

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

Dear Cross111

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

I am sorry that you felt your referral was not dealt with correctly by the team. However, as your referral was for two different areas of the body which are dealt with by two different consultants it is essential that TRAQS process each referral independently of the other. The Choices available will be different for each condition and this requires two Unique Booking Reference Numbers so that the audit trail of your treatment is accurate and available to your GP if needed.

It would have led to more delays if we had not identified this issue before your appointment was arranged as the hospital may have rejected the referral and your appointment would have been cancelled and you would have had to start from the beginning. All GPs are aware of the requirements for one or more referrals and I am disappointed that this was not identified at the practice at the time the referral was created. I am sure you can appreciate that it would not have been in your best interest if TRAQS had continued with the referral whilst knowing that there were issues with it. TRAQS supports local practices and GP's to ensure that the referrals we receive are correct and contain all relevant medical information to allow us to arrange an appointment in the correct place first time to avoid unnecessary delay in the patient's treatment pathway.

I am pleased to note that your appointment went well and wish you well for the future.

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Response from The Princess Royal Hospital

Thank you for your kind comments Di Davis Patient Advice and Liaison Service

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