"Traqs patient security issue"

About: Telford referral and quality service (TRAQS)

(as the patient),

I received a letter from Traqs, advising that my referral had been passed on to the Opthalmology Unit at Princess Royal Hospital and that I should await contact from them to arrange my appointment: well and good so far.

However, attached to this letter was an appointment letter from another person, for the Urology Service at the same hospital. My name is in no way similar to this other person, and the booking reference numbers also are not close to matching. Worse, the appointment details for this other person give the password they should use to prove who they are when calling about appointments.

I rang traqs to advise them, but I do have concerns that such a slapdash approach to patient security could have been abused in different hands.

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

Thank you for taking the time to reply. I was very disappointed and concerned to read of your experience. I can assure you that TRAQS take patient security very seriously and as such have initiated an investigation to discover how this happened.

I have discovered that each of these letters was printed by a different member of the team on the same printer within the office. Due to a human error these letters were then attached incorrectly. We have since initiated additional training within the team and reviewed the way the letters are dealt with.

It is unfortunate but as with all manual processes sometimes mistakes do happen. However, the TRAQS team continue to work towards eliminating the risks of this happening again.

Thank you again for taking the time to respond and bring this to our attention.

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

Update posted by worried about security (the patient)

Thank you for your response. I totally understand that human error can happen, and am very pleased to see that you have instigated process changes to try to reduce the possibility of recurrence. Thank you for listening and treating the problem seriously.

Updates, changes and questions related to this story