"booking process was OK & staff at PRH were great"

About: Telford referral and quality service (TRAQS) The Princess Royal Hospital / Paediatrics

(as a parent/guardian),

My son had an appointment to discuss some developmental problems, we seen a nice doctor who spent some time talking to myself and my son. He was quite informative although I was a tad confused when coming away but we have a further appointment in November which I hope will clarify things.

The booking process was OK but we did get passed about a bit as people weren't sure where to send us.

Experience of PRH COPD was great, staff are lovely and it was nice and clean with good toys and books. I would like to have been informed a bit more on who we were going to be seeing and why appointments have been changed, that is my only criticism.

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Responses

Response from Patient Services Officer, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to provide feedback about your son's care and treatment at The Shrewsbury and Telford Hospital.

Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the booking process. Your comments have been sent to the Clinical Manager for the department concerned.

Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail. The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office near the Main Entrance at Princess Royal Hospital.

Thank you also for your kind comments regarding the staff involved in your son's care. I will be happy to share them with the staff concerned.

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

Dear Happily668,

Please accept my apologise regarding your slight disappointment with the booking process, you should not have been passed about by TRAQS.

Unfortunately once your appointment has been booked, the chosen hospital may well then cancel or change your appointment, for various reasons which they should explain to you.

TRAQS will have dealt with the initial part of your sons referral and assisted in the booking process, therefore I am keen to learn from your experience, therefore if you would like to contact me on (01952) 580364 to discuss this further, please do.

kind regards.

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