"I am completely dissatisfied with the service"

About: Shropshire and Staffordshire Telford referral and quality service (TRAQS)

(as a relative),

I am completely dissatisfied with the service. I am awaiting a dietician referral for my 3 month old baby. Referral sent by my GP was great but once received by yourselves was poorly handled. I got a text on sat 22 nov unable to call till Monday expecting to make an appointment, only to be advised that you will only now send my referral over to PRH for them to contact me with an appointment. I feel this was a waste of time and also caused unnecessary delay.

What would of happened if I was unable to call till Friday of the week. My referral would have been sat there for no reason. I am advised that it used to go straight across for dietician appointments. That seems a much better way of handling them. I look forward to your response.

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Responses

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

Dear Nile843

Thank you for taking the time to respond with feedback.

The TRAQS team are available from 08.30 - 6pm Monday to Friday. The system we use generates an automatic text message which does arrive over the weekend but our message clearly states our office hours.

Referrals did previously go direct to the Dietician but unfortunately when sending a paper referral into a large organisation there is always the possiblity of the referral going missing and neither the GP or the hospital would have any proof of the letter being sent. The new system allows a full audit trail to be available to both the referring GP and TRAQS in case there are queries at a later date.

I appreciate that it is not ideal but we do need to ensure that there is an audit trail available to ensure that referrals do not become lost within the hospital system.

As the Dieticians arrange their own diaries we are unable to offer a specific appointment but all referrals are prioritised on clinical need when received by the Dieticians. From the information you have supplied it appears that the referral was dealt with within the 5 days we are alloted to process routine referrals and I feel that on this occasion the TRAQS team dealt with the referral in the appropriate manner. Prior to a text message being sent we would have attempted to contact you on your mobile number and left a voice mail asking you to contct the TRAQS team

As all postings are anonymous I am unable to identify the referral and look further at this time. If you wish to discuss further please contact the PALS offic e

Telford and Wrekin CCG PALS

Tel: 01952 580407 email: twccg.patientservices@nhs.net

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