"Will not use TRAQs again"

About: Telford referral and quality service (TRAQS)

(as a service user),

I asked my GP if he would refer me for a hearing test. He said that he needed to refer me through TRAQs to make a booking. It would take no longer than 5 days. That was on the mid March. By mid April, I did still not have a date no date for the hearing test.

I had to telephone them twice and was fobbed off with different excuses which makes a mockery of the TRAQs system.

28 days later, received a letter at last telling me I have now been referred to "Adult hearing Bridgworth" but no test date.

The system is not working. What was wrong with the old system where the GP secretary made the booking within a few days.

Will not use TRAQs again.

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Responses

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

Thank you for taking the time to give the TRAQS team feedback.

I am disappointed to hear that you feel that TRAQS is not working. Once a GP has decided to refer a patient for further care the referral is created within the practice and the patient should be advised that TRAQS will aim to contact the patient with 5 working days from receipt of the referral from the GP. This can take longer than 5 days for many reasons. The GP dictates the letter to the secretary, the letter is typed and the GP often checks the letter before it is sent electronically to TRAQS. If this process is delayed for any reason it will have an impact on the time it takes TRAQS to contact the patient.

TRAQS offer a Choice of provider within defined guidelines. If you GP requests a specific hospital then this implies that the Choice discussion has already taken place with the patient at the GP practice,

Hearing tests at the local hospitals are part of an assessment service which means that the referral is reviewed by the audiology team and an appointment is arranged by the audiiology team not by TRAQS.

All GP practices within the Telford and Wrekin area use TRAQS.

Thank you again for sharing your comments with the TRAQS team.

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