"Had to continually ring as appointment never seemed to arrive"

About: Telford referral and quality service (TRAQS) The Princess Royal Hospital (Telford)

(as a service user),

Must explain my choice of answers to your questions.

I originally went to GP in December 2012, had a terrible time via TRAQS (originally) who only offered me appointments with Specsavers, Wellington, for late March.

We now understand Princess Royal Hospital was not on TRAQS appointment list at that time, and although I had been attending Audio Clinic at PRH for 12 years, I had to move to Specsavers - UNTRUE.

After a useless visit to Specsavers I was re-referred back to PRH via GP via TRAQS. My wife had to continually ring as appointment never seemed to arrive, eventually speaking to Yvonne at PRH audio and Julie Meakin at TRAQS who finally sorted out all the problems.

If it had not been for Yvonne's persistence, chasing GP, TRAQS etc, I don't know how much longer I would have waited.

At the beggining of May, I attended PRH Audio and was dealt with by Fiona who I would recommend to anyone. She did an excellent job. Thank you to both Yvonne and Fiona.

PS: Went to GP in December 2012, finally had successful appointment at PRH May 2013.

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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 feedback.

I am disappointed to read of your experience using TRAQS. TRAQS is a developing service and is continually working towards new pathways and services for the benefit of patients in the Telford and Wrekin area.

Unfortunately Patient Opinion does not give us any patient details to identify patients to enable us to investigate your experience further.

Since you were referred TRAQS have changed the way we process this type of referral and as a result we now ensure that all patients who require hearing assesment are offered the Choice of an appointment at a community clinic managed by the audiology department at PRH/RSH or an appointment at a Specsavers Hearing Centre.

I am sorry that it took so long for you to receive an appointment at PRH but can reassure you that we have now changed the process that we follow after receiving feedback from patients such as yourself. We appreciate all feedback as it helps us to develop TRAQS further for the benefit of the residents of our local area registered with a Telford and Wrekin GP practice.

Thank you again for taking the time to respond.

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Response from The Princess Royal Hospital

I am really pleased that our part of the system (the PRH) worked well for you once we had managed to sort your appointment out and get you seen by one of our audiology team. I am really glad that she did an excellent job.

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