"I really don't see the point of paying an intermediary to delay my appointment"

About: Telford referral and quality service (TRAQS)

(as a service user),

I received 2 messages on my answerphone asking me to ring TRAQS. As I did not know why I delayed returning the calls.

I then received a letter asking me to phone. As I was busy at work I left this a couple of days. Two weeks had now passed.

When spoke to the call handler, she explained that my doctor had asked for me to see a specific consultant, and that all appointments with him were booked up and did she have my permission to put me on the waiting list.

I really don't see the point of paying an intermediary to delay my appointment.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››


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

Thank you for taking the time to respond to our request for feedback.

I am disappointed to read your comments. Unfortunately, due to data protection and patient confidentiality our answerphone message is brief and contains no patient details.

I note that you were not aware of who TRAQS are. The TRAQS team has provided all GP Practices within the Telford and Wrekin area with a supply of Patient leaflets to be handed to all patients whose referrals are passed to TRAQS. This ensures that the patient is aware of TRAQS and expecting our call.

I can only conclude from your statement that your practice failed to do so on this occasion. If this is the case I apologise on their behalf for the omission. TRAQS never know what appointments are available until we speak to the patient and search for available slots. This is because the number of appointments changes from day to day depending upon how many the hospital release to Choose and Book ( the electronic booking system used by TRAQS).

I hope you do not have too long to wait before you receive an appointment and would like to thank you again for taking the time to respond.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Impulse629 (a service user)

Hi Helen

You seem to take no account of the fact that your system may just be flawed.

Your response sadly had the tone of "It was advertised in the basement of the universe - didn't you see it? ". I did later find that I had a leaflet about TRAQ - but I have leaflets and papers about all kinds of things and perhaps that one was one too many. So let's not blame the Doctor.

My actual point was - I phoned (apparently to be given a choice) and was told there was no choice really, because there were no appointments for 12 weeks and therefore (as not appointments are booked beyond that) the choice you were paying someone to give me was would I like to go on a waiting list or forget about it!

My point is, why are tax payers paying for that person to hold things up? Why couldn't my doctors letter have gone straight to the consultant specified?

Updates, changes and questions related to this story