"not offered a choice at first"

About: Telford referral and quality service (TRAQS)

(as the patient),

When I was contacted by phone I was not offered a choice of hospital but was told the first appointment was at Cannock Hospital. This was unacceptable as I live only 2 miles from PRH and don’t drive.

I was then offered an appointment a PRH which was fine.

A few weeks later I was contacted about a referral to Mr Usman clinic, again I was not told I had a choice but that the first appointment was at the PRH with Mr Diggory, this was acceptable however as the problem is only a minor one.

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Responses

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

Thank you for taking the time to provide the TRAQS team with feedback following your recent referral.

I am disappointed to hear that you do not feel that you were offered Choice at the time of your 2nd referral.

The TRAQS team work to a 'call script' to ensure consistency in the handling of all patient calls/bookings. The advisor will tell the patient where the first available appointment is at. In the case of your first referral this was at Cannock Chase Hospital. As you stated that this was too far away the advisor then looked for appointments closer to your home and you chose to attend an appointment at PRH.

For your 2nd referral - there is a function within Choose and Book for a 'named clinician' and if a referral is addressed to a specific consultant TRAQS will do our best to ensure that the patient is booked an appointment with the named clinician. However Mr Usman is not a 'named clinician' at the moment for PRH and therefore no appointments were showing for his clinics. As you state you were offered and accepted an appointment with Mr Diggory. If, when the letter is reviewed by the consultant (Mr Diggory) and he feels that you need to be seen by Mr Usman then the hospital may contact you to rebook your appointment into one of Mr Usman's clinics.

If you would like to discuss your concerns further please do not hesitate to contact me on 01952 580441

Thank you again for your comments relating to your referral via TRAQS we value all feedback as it helps us to develop the service further for the benefit of the patients registered with the Telford and Wrekin GP practices

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