"A rather unwieldy, disorganised and lacklusture process"

About: Telford referral and quality service (TRAQS)

(as the patient),

A rather unweildy, disorganised and lacklusture process. I really don't see this 'middle man' process as very sensible. I had to telephone to chase progress. Eventually I was offered an appointment in Dudley, which obviously I declined due to distance and I don't know that area. I have recently moved from Somerset, where they operate in a conventional and straightforward way.

Eventually, I decided I would be better off paying for a referral. However, the staff were very polite. But they were unable to say who I would be seeing. That is not exactly satisfactory. I still don't have a name. Also, I am now referred to somewhere in Hollinswood, as housing estate, I think.

Not surprising, I am uninspired and unimpressed.

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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 feedback. To give some background. TRAQS began 1 year ago at the request of Telford and Wrekin CCG. TRAQS processes all referrals for first outpatient appointments for all GP practices within the Telford and Wrekin area.The TRAQS team offers a Choice of provider in accordance with the Choice Agenda/Patient's Charter. However, TRAQS can only offer appointments which have been released by the hospitals. I suspect that the first available appointment was at Dudley Hospital which is why it was offered. We appreciate that not all patients are able to travel further to appoinments depending upon their personal circumstances but we are required to offer all patients the earliest possible appointment at the beginning of the Choice discussion. TRAQS endeavours to book an appointment to meet the needs of the patient but only deals in NHS appointments if a patient wishes to arrange a private appointment TRAQS is unable assist further. The Consultant lead Rheumatology Service is held in a Community clinic in Hollinswood as the Telford and Wrekin CCG are developing Community clinics to assist patients in being seen closer to home, by the most appropriate clinician first time.

I appreciate that things may have been different in Somerset but Telford and Wrekin CCG is a forward thinking organisation which is endeavouring to develop services within the community for the benefit of all patients registered with local GP practices. Thank you again for your comments. The TRAQS team appreciates all feedback as it helps us to develop the service further for the benefit of our patients.

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