"Extremely poor experience"

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

(as the patient),

Extremely poor – see below.

Timeline taken to see a consultant for severe knee pain.

May 2014 – GP appointment for severe knee pain suspected cartilage damage.

June 2014 – x-ray -> 10 days. X-ray results with GP. Referral to physiotherapist July

2014. Physio appointment 11th August 2014.

GP appointment 30th September 2014 – what is happening?

1st October GP referral to consultant – not received by TRAQS?

7th November contacted GP for referral date – ring TRAQS.

Rang TRAQS 14th November – TRAQS to contact GP

No feedback on outcome.

GP appointment on 25th November – what’s going on – ring TRAQS – rang TRAQS

1st December – appointment offered 11 Dec PRH @ 2. 30pm.

8 MONTHS after initial GP appointment and still in pain.

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Responses

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

Dear Pilot827

Thank you for providing feedback on your referral.

TRAQS was established with the aim of providing patients with a choice of location and a convenient date/time for their appointment. TRAQS can only process your referral from the date it is received from your GP - this may the cause of the delay you refer to as we rely upon the GP practice to pass the referal electronically to the TRAQS team. Once we have received the referral we have 5 working days to process a routine referral and we aim to process Urgent referrals within 1 working day. This is dependant upon us being able to contact the patient to arrange an appointment.

I am surethat you can appreciate that until we are aware of your referral we cannot begin the booking process.

Unfortunately TRAQS has no control over waiting times for appointments; we offer a choice of locations in order to secure the earliest possible appointment and reduce delays where possible

As all postings within Patient Opinion are anonymous I cannot investigate further without more information.

If you would like me to do so please contact the Patient Experience Team via the PALS office who will take more details from you and investigate further on your behalf.

Telford and Wrekin CCG PALS

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

Thank you again for taking the time to share your feedback with the team.

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