"2 weeks to be contacted, 5 weeks for the appt"

About: Tamar Referral & Appointments Centre

(as the patient),

It took two weeks to be contacted for an appointment. The appointment is in 5 weeks times despite being labelled ‘urgent’ by the doctor.

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Response from Gemma Smith, Tamar Referral & Appointments Centre (TRAC)

Dear ‘Visitor931’,

Thank you for taking the time to share your comments about the TRAC service, I can only apologise that in this instance it was not a positive experience. Once your GP completes the referral we at TRAC are able to access the referral information needed to contact you and book an appointment.

For urgent referrals TRAC staff will contact the patient within 48 hours, leaving a message if there is no answer on the phone, and send a letter to alert the patient we have tried to contact them. If the patient fails to book an appointment within 10 working days we contact the patient again via the phone and by letter. It sounds as though your referral has fallen outside the normal process and I would be very interested to investigate this a little further.

If you are willing to do so please can you contact me with further details of your referral? My direct phone number is 01626 883712, I work from Monday to Friday from 9am until 5pm. Alternatively you can also email me at cab.helpdesk@nhs.net.

Kind regards

Gemma Tremlett

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