"Built in delay for treatment and caused frustration"

About: Telford referral and quality service (TRAQS)

(as a service user),

My GP recommend that I see a consultant. 5 weeks later TRAQs send me to a physiotherapist for an assessment.

The physio thinks I'm there for treatment - this smacks of incompetence by TRAQs, as does sending envelopes to return the survey addressed to Freepost Patient Opinion - I. e no other info, I had to ring TRAQs to get a postcode!

I feel that this has been unfortunate for me, its built in delay for treatment and caused frustration, especially when TRAQs could have explained the system when I rang to ask why I was getting a different appointment to the one my GP had prepared.

Maybe we should die before treatment to save NHS money!

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

Thank you for responding to TRAQS request for feedback.

I am disappointed to read your comments. TRAQS are only able to contact the patient when the referral is received from the practice. Depending upon the practice this can take from a couple of days to more than a week.

TRAQS relies upon the GP to provide enough clinical information in the refferal letter to ensure the patient is seen by the right person first time. Unfortunately this is not always the case. We have a team of 'inhouse' GPs who look at referral letters for some specialities where capacity is an issue at local hospitals to see if it would be better for the patient to be seen sooner by an alternative service. If this is the case then the

TRAQS GP has a conversation with the referring GP to discuss the options.

TRAQS welcomes all feedback whether positive or negative as it helps us to develop the service further and to make changes if necessary to ensure the TRAQS service runs smoother for benefit of the patients. Initially we were informed that Patient Opinion lables did not need a postcode as all envelopes would reach the correct destination. However, following feedback from patients we spoke to Patient Opinion and obtained a postcode which has been added to our FREEPOST labels

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