"I received an extremely poor service from TRAQS"

About: Telford referral and quality service (TRAQS)

(as the patient),

I received an extremely poor service from TRAQS. I had my appointment and referral from my doctor on the 12th November. TRAQS received this on the 13th November. There has been a number of back and forth communications between TRAQS and my GP. TRAQS have not rang me to book my appointment, I have rang them on a number of occasions and was told they would ring back and never did. To now be told on the 10th December that my referral has been sent to a clinic and there is a 5 week wait before they will contact me to book and appointment.

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Responses

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

Dear Open767

I am disappointed to read your comments and welcom the opportunity to explain the process for all referrals received by TRAQS.

Sometimes we find that essential information is missing from a GP referral. If this is the case then the referral is returned electronically to the referring GP requesting they supply the missing information. As long as the practice respond quickly TRAQS are able to process the referral in line with agreed timescales.

the TRAQS team do not always speak to patients to discuss Choice, especially if the patient has been identified as being suitable for a specific clinic or service and TRAQS do not have access to their appointments diary as it is managed by the service themselves. However, we always write to every patient to explain where their referral has gone to and what will happen next. As all feedback is anonymous I am unable to look into your comments further.

If you would like to contact the PALS office at Telford and Wrekin CCG they will be happy to look into your concerns further - 01952 580407

Thank you again for your feedback

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