"My appointment at PRH"

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

(as the patient),

I arrived at the PRH for my appointment on the 9th of December where I was told my appointment had been cancelled. The staff at the hospital were very helpful and did all they could to find out why I had not received a cancellation letter. The reason I was given was that Miss Merriman had decided this was the wrong clinic for me. It was said that a letter had been sent out on 3rd December to me but I did not receive a cancellation letter. I had received two letters confirming the date and time of the appointment. I received automated phone call on the 2nd of December asking me to confirm I would be attending my appointment. As my appointment was at 9: 30 I got a taxi to make sure I was on time for my appointment then I had to get the bus home, this was an expense I could have done without. I was given Miss Merriman’s secretary’s phone number. When I rang I was told that Miss Merriman had decided I needed a different clinic, her secretary did apologise. I was told if I hadn’t heard anything in a couple of weeks I would need to go back to my GP and start the referral process all over again.

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

Dear Address482

I am sorry that you had a wasted journey to PRH and that the letter did not reach you advising of your cancelled appointment.

I would suggest that you contact the Patient Advice and Liaison Office at PRH who will look into this further on your behalf and may be able to arrange for you to be seen in the correct clinic without a new referral.

Shrewsbury and Telford Hospital, PALS Patient Advice and Liaison Service)

Tel: 01743 261691 and 0800 783 0057 (An answerphone will take out-of-hours messages). More information about PALS can be found on SATH’s website at: http://www.sath.nhs.uk/patients-and-visitors/pals/

I hope you are able to arrange an appointment in the near future.

Thank you for taking the time to tell us of your experience

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Response from The Princess Royal Hospital

Thank you for your feedback Di Davis Patient Advice and Liaison Service

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