"Not told I would be rang by TRAQS"

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

(as the patient),

I had never heard of TRAQS until someone telephoned me. They offered me an appointment at Wolverhampton in mid December. I wasn’t happy to travel that far so was told the Princess Royal at Telford would contact me. When they did my appointment was arranged for early December. This later had to be re-arranged to later in December due to illness in the department. I think the GP should have told me about the system as I was slightly alarmed by someone phoning me out of the blue and asking for personal details. May be a letter first would have helped.

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

Dear Future72

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

I am sorry that you were not aware that TRAQS would contact you. All practices within the Telford and Wrekin area have been provided with a supply of Patient Leaflets to give to patients when the decision to refer them on to another medical professional is made. This is to avoid any worry or concern for the patient and so that they are expecting the call. I am disappointed that you did not receive a leaflet and that the call from TRAQS caused you to be slightly alarmed.

TRAQS always offer the earliest available appointment but it is the patient's decision whether they accept this appointment or choose to wait longer for an appointment to become available closer to home.

The first contact from TRAQS is always a telephone call and text message if we have been provided with mobile number for the patient. This is followed by a letter asking the patient to ring if we have been unable to contact the patient.

The TRAQS team appreciate that an unexpected call may cause a patient to become worried. We are always happy for the patient to ring us back on 01952 580441 if they are worried about the origins of the call.

Thank you again for sharing your comments with the team.

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