"confusion with my referral "

About: Telford referral and quality service (TRAQS)

(as the patient),

This is my first experience with TRAQS system. It has been an unmitigated disaster.

Somehow, an urgent referral for podiatry became translated as a routine referral for general diabetic advice, It has cost me several phone calls to the hospital, podiatry service and GP surgery to sort things out.

It seems to to me that the TRAQS computer system is not working. My appointment was sent out with very little information as to what the test/consultation is about. Also quite often the appointments are not at the nearest hospital or clinic

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Response from Sharon Clennell, NHS Telford and Wrekin CCG – TRAQS Operations Manager, TRAQS, NHS Telford and Wrekin CCG

Thank you for taking the time to post your feedback, I am disappointed that you have had a poor experience, please accept my apologies in the first instance.

In response to your posting:-

The TRAQS referral process would have been that you and your GP would have decided that there was a need for you to be sent for a specialist opinion, in your consultation your GP would have discussed the reason for the referral and if any tests or investigations were necessary. Once the referral is agreed, the referral letter is then sent securely and electronically to the TRAQS admin team, who then process your referral as an urgent.

The TRAQS team always attempt to contact a patient prior to booking their appointment, if we are unsuccessful in getting hold of a patient and the referral is urgent, we will go ahead and book the appointment on the patients behalf, details of the appointment and contact details of how to change the appointment are given in the letter sent out to patients.

In addition to the confirmation of appointment letter that TRAQS send out, patients should be given a yellow TRAQS information leaflet by their GP Practice, detailed within this leaflet is how the process works and it also says that if you have any questions or queries regarding your referral/appointment to telephone the TRAQS admin line on (01952) 580441.

I would really value the opportunity to discuss this further with you and in more detail, so that we can learn form your experience and try to ensure that this does not happen again. If you would be happy to discuss this with me, please telephone me on (01952) 580364.

Once again, many thanks for your feedback.

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