"completely disappointed in the referral and appointment service"

About: Telford referral and quality service (TRAQS)

(as a parent/guardian),

Access to GP- Poor hard work getting through on the phone for limited, inconvenient appointment times.

Consultation with the GP- Excellent, fabulous GP, wish they were all like her.

Time between GP referring and TRAQS contact- Excellent and very helpful at first.

Problems; -

Computer system crashed while trying to book New Cross hospital so told to wait for a written letter confirming appointment.

2 appointments were received, one for Stafford, one for New Cross.

Phoned TRAQS- not very helpful, it was left to me to phone hospitals and sort out appointments

Phoned TRAQS again, lady was much more helpful she apologised for error and took details of the appointment I wanted

9/11 letter received from New Cross giving me another appointment at the same clinic, 3 days after accepted appointment- I had to phone New Cross to be told original appointment had been cancelled- this was not mentioned in the second letter.

This whole sorry scenario really disappoints me. As we all know the NHS is cash-strapped and we have make out processes as efficient as possible. When I consider all the different members of staffs' time and effort involved in getting an appointment (or 3) for my daughter it seems a dreadful waste of money and resources.

I am employed by the NHS and have a leading role for quality within my department. I go to great efforts to ensure our end users get the best possible service from us. I find it frustrating and disappointing when I am on the 'other side' as a patient/carer to receive such poor service.

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

Thank you for taking the time to give feedback following your experience of using TRAQS.

We are sorry that you experienced some confusion after receiving conflicting letters from New Cross Hospital, unfortunately that is outside TRAQS control.

We are very concerned to hear that you had problems when speaking to the TRAQS team and can only apologise. If you wish to discuss your experience further please do not hesitate to contact the Leam Leader at TRAQS who will be happy to discuss your concerns more fully.

We are a new service providing help and support for the patients registered with GPs within the NHS Telford and Wrekin area when they require a referral to a hospital or community clinic for further treatment.

We value all feedback as it helps us to develop the TRAQS service further.

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