"Booked online appointment, 8 weeks earlier than the one given"

About: Telford referral and quality service (TRAQS)

(as a service user),

Doctor said I would be contacted by TRAQs within 5 days. Contacted by TRAQs 10 days after visit to Doctors. Told that if I'd read the leaflet right, I would know it was 5 days from receipt of letter. Told I would received a letter early the next week. I didn't, so rang again at the end of the following week.

Given appointment over the phone, told they had been having problems with system. Do not recall any apology for delay. Appointment letter arrived 22 days after visit to Doctors. I immediately went online and saw that there were numerous earlier appointments so booked online appointment, nearly 8 weeks earlier than the one given.

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Responses

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

Thank you for your feedback. I am sorry that you feel TRAQS took longer than expected to contact you. However, we have to wait for your GP practice to create a referral and passthe information to TRAQS electronically before wecare aware that a patient has been referred. Depending upon the processes within the particular GP Practice this can often take longer than 5 working days. TRAQS work with Choose and Book which is a 'live' booking system. This means that available appointments can change from day to day depending upon what appointments the hospitals release to Choose and Book TRAQS always offer the first available appointment to patients. If a patient wishes to stay within a specific area this can restrict the availability of appointment slots. However, I am pleased to note that you took advantage of the internet capabilities of Choose and Book and were able to rebook your appointment earlier than that available when Choice was discussed with the TRAQS team.

Thank you again for taking the time to comment.

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