"A very awkward call"

About: Telford referral and quality service (TRAQS)

(as the patient),

When the woman called about my referral I asked for what. (I knew I had 2 referrals) she was reluctant to state what for which I found rather silly. I am not Mystic Meg and did not know what one she was talking about. If they have my home number and call me and I verify my name you could at least state what referral. To me a very awkward call & way of doing it I had to tell her why I was asking ‘for what? ’.

We got there in the end.

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Responses

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

Dear Listener770

I am sorry that you found the call with the TRAQS Patient Advisor awkward.

The reason we have to be so specific is that we need to assertain exactly what a patient has been referred for to ensure that we are processing the appropriate referrals and that the patient is aware of the reason for our call. Some patients are not aware that they have been referred by their GP and this can lead to a great deal of confusion.

I am sure you can appreciate that we have a duty to ensure that we are speaking to the patient before divulging confidential medical details?

Thank you again for taking the time to share your comments with the TRAQS Team.

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