"Caller from TRAQS did not have the correct information"

About: Telford referral and quality service (TRAQS)

(as a service user),

The lady who called me from TRAQS initially offered me an appointment in November 2013 at New Cross Hospital.

I said I preferred PRH or RSH - she said I could only choose one of them, so I chose PRH. She told me I would have to wait 16-18 weeks for an appointment to see the consultant. I said I have been referred for a procedure and not to see a consultant. She said I needed to see a consultant first before a procedure could be arranged.

As I am fully aware of my condition and how the referral from my GP works, I knew I had indeed been referred for a procedure, which was proven when I received my letter from PRH giving me an appointment in September.

Therefore, I suggest you train the people calling clients to give the correct information in the first place!

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

Thank you for taking the time to respond.

I am disappointed to read your comments but glad of the opportunity to explain the way TRAQS works.

TRAQS are unable to book patients into appointments for procedures. We only deal in first outpatient appointments. once the appointment has been booked the hospital is able to review the referral and to rearrange the appointment if appropriate and arrange a procedure. This appears to have been the case with regard to your referral.

You refer to the staff having the correct training. As we are not clinicians it is the responsibility of the consultant to ensure that you are seen in the correct clinic. We are only able to book into appointments which the hospital has released to TRAQS via the electronic booking system 'Choose and Book'. I am sure you can appreciate that as admin staff we have limited access to hospital systems/clinics.

Thank you again for taking the time to respond. TRAQS appreciates all comments as it helps us to develop the service further for the benefit of the patients registered with Telford and Wrekin practices.

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