"The letter did not make sense, no one called"

About: Euston House Telford referral and quality service (TRAQS)

(as the patient),

I seem to be missing the point of this survey which has an emphasis on choice. I asked for a referral to my orthopaedic consultant in November. The GP said she would arrange this. No one from TRAQS phoned so the letter did not make sense as it began, “following our recent conversation…”. The letter gave me an appointment at Wrekin Community Clinic. No choice of venue, time or date.

My appointment was for two months after the date of the letter. Having attended the appointment I was surprised that it was with a physiotherapist and was not to address the range of orthopaedic problems, merely the minor ones.

I now need to go back to my GP to begin the process again about my major difficulty, which has got worse in the intervening months

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Responses

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

Many thanks for taking the time to post your feedback. Please accept my apologies that your experience of TRAQS was not a positive one,

In essence your referral would have been sent to TRAQS by your GP. Some GP's may address referral letters to a particular clinic or consultant. If this happens then TRAQS will send your referral to that clinic as it is assumed that this decision has been made between the GP discussing with the patient.

I apologise that you received a letter in the post saying regarding our "recent telephone conversation," when in fact you had not been spoken to. This should not have happened and I can only assume that the wrong letter was sent to you. We have a number of letters for patients on the system here in TRAQS for various scenarios, therefore I think that someone has got confused and subsequently confused you. Please accept my apologies.

TRAQS have no control over when your appointment within the clinic is going to be. TRAQS is part of the booking process, but the appointments are managed and controlled by the clinic, therefore I can only assume that there was no earlier appointments available than the one you were given.

I am happy to investigate this further for you, but cannot do so without your details. If you would like to contact me directly to discuss I can investigate further.

Once again thank you for taking the time to feedback.

kind regards,

Sharon

Telephone:- (01952) 580364

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