"Appointment letter and appointment reminder arrived on the same day"

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

(as a service user),

Referred from a GP to TRAQS who responded quite quickly with contact information.

When next contact from PRH for appointment in late October so almost 3 months between GP appointment and PRH appointment (sole choice).

Appointment reminder letter sent and arrive in same post delivery as appointment (what a waste, costly and pointless sending reminder and appointment on same date).

Visit to Bickerstaff Unit seemed very efficient, offered a choice of dates for follow up procedure. The procedure carried out was very efficient again.

Queried with reception dual appointment and reminder dated, posted and delivered together. System fault blamed on computer - not operator ever? ?

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

Thank you for sharing your feedback with the TRAQS team.

I am sorry that your letters crossed in the post and both were received on the same day. The TRAQS team makes every effort to avoid this happening but if we have attempted to contact you and been unsuccessful we do, after a period of time, send a reminder letter. If the patient then rings back, in response to a message left, and an appointment is booked it can be too late to retrieve the reminder letter as it is already in the postal system.

Thank you again for sharing your comments with us.

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Response from The Princess Royal Hospital

Dear Eastern533 Thank you for sharing your feedback about the Bickerstaff Endoscopy Unit. We are really pleased to hear that the procedure was efficient on both occasions. We are looking at ways to improve our letters systems, but since the reminder letters are automatically generated there is not a simple way to do this that avoids the risk that some patients do NOT receive their reminder and therefore miss a vital appointment. By moving to more electronic booking and text reminders we aim to reduce this in future and we are looking to ways to invest in a system upgrade to make this happen.

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