"Choose and book"

About: Trafford PCT

(as the patient),

Choose and book is a nightmare, both from a patient and from staff point of view. Patient's are not given any choice about where they are treated although the appointment letter does say "you have chosen this appointment". It does not seem to be possible to go to a specific place or to choose a particular time.

From healthcare point of view, patients are booked into the wrong slots but although the appointment can be viewed it cannot be changed. Also patients phone the main department, not choose and book, if they want to change their appointment and cannot understand that it is not possible to change the appointment unless you contact choose and book direct, they just think we are being unhelpful.

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Response from NHS Trafford

Dear Deeps

We are sorry to hear about your experience of being referred through the Choose and Book system. At NHS Trafford we endeavour to ensure that all of our patients are offered a choice of hospital services and appointments.

When they referred you to hospital, your GP surgery should have offered you a choice of hospitals available within the local area. After choosing the provider of your choice, you should have been offered an option of dates and times available for you to attend the service, with every effort to fit in around your availability. You should then have also been notified that if you needed to change your appointment or changed your mind surrounding your choice of hospital, that there is a local support office that will re-organise your appointment for you, with your involvement.

If you aren’t happy with the service you have been referred to, or would like to discuss alternative places you could be referred to, then please contact our local Choose and Book Helpdesk who would be happy to help you, they are available on 0161 976 2555.

If you could also please specify which GP practice you are currently registered with we could contact them to ensure that they are taking every step to involve you in the choices around your care.

From the healthcare point of view, Choose and Book appointment slots can, at the providers end, be redirected and amended to an alternative date and time . If you would like to discuss this further, please contact our Booking Modernisation Project Manager (Joanne Johnson) at NHS Trafford and she will be able to help to identify those services and providers that are currently unable to do this, so that we can work with them around this issue.

If you would like any other further help with your referral then please contact Joanne Johnson by emailing Joanne.Johnson@trafford.nhs.uk or you could telephone her on 0161 873 6069.

Once again we are sorry to hear about your experience and would like to thank you for taking the time to provide us with your feedback.

Yours sincerely

NHS Trafford

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