"There has to be a better system for managing appointments"

About: New Cross Hospital / Eye infirmary Telford referral and quality service (TRAQS)

(as the patient),

Although my GP readily wrote me a letter of referral, I was unaware of TRAQS until they contacted me. I had expected to be referred to Shrewsbury (as before) but instead was sent to New Cross, Wolverhampton. No choice was given although TRAQS staff were very polite.

The situation at New Cross was chaotic. Everyone appeared to have been given approximately the same appointment time of 11am to 11: 15am. I waited 2 hours to be seen and several patients said they have previously waited 6 hours to be seen.

I have no complaints regarding clinical assessment or with the staff but there is no effective management of appointments - it is "just get everyone there and keep them for as long as it takes". Several patients appeared to leave unwilling to wait any longer.

No one expects consultants to have gaps waiting for patients but there has to be a better system than this.

My consultant had no knowledge of TRAQS or why I had not gone back to Shrewsbury. Record of my previous laser treatment as Shrewsbury was not available.

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Response from Cathie McKenzie, Patient Advisor, TRAQS, NHS Telford and Wrekin CCG

Thank you for providing feedback to TRAQS.

Please accept my apologies that you were not informed by your GP that your referral would be sent to and managed by TRAQS. There is a TRAQS patients leaflet which is available to be handed by all GP Practices/GPs. Each patient who is referred by their GP should be given one of these leaflets which explains the service, the steps in the process and contains contact telephone numbers within TRAQS should you wish to discuss your appointment.

I was also concerned to read that you were not offered a choice of hospital for your appointment and subsequent treatment. As all feedback is anonymous, if you would like me to investigate whether your referral was completed correctly, please contact TRAQS on 01952 580441. With regards the management of appointments at New Cross Hospital I am not in a position to comment as this is outside of TRAQS control, however, I appreciate this must have been fustrating for you.

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Response from Jamie Emery, Patient Experience Lead, The Royal Wolverhampton Hospitals NHS Trust

Thank you for posting your comments regarding your patient experience in our Eye Infirmary Department.

To enable me to look further into your concerns, I would be most grateful if you could please contact the Patient Advice and Liaison Service (PALS) on 01902 695362.

Kindest regards

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