"TRAQS service is outstanding"

About: Telford referral and quality service (TRAQS)

(as a service user),

My experience: TRAQS service is outstanding.

At a visit to my GP in early August I required help with a hearing problem and was told that the relevant proformer would be completed. In October I enquired at my GP practice if this had been done. I was told that the documents had been completed in early August.

In late October I again followed this up and was advised to contact TRAQS (I had never heard of them). However, I rang and spoke to the most friendly, helpful, efficient and professional lady and was told that TRAQS had no trace of me. Give me a few minutes and I will contact your GP practice manager, she said.

A few minutes later she contacted me again and said she had located the missing documents - still at the GP practice, and had arranged for them to be sent to TRAQS (she had also arranged an apology from the practice).

Four days later a call from TRAQS to tell me the paper work had arrived, and I was given all the information regarding my choices.

I asked to be seen at Specsavers, Wellington, and was connected at once to Specsavers to make an appointment. The service at Specsavers Wellington was efficient, friendly and very professional.

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

Thank you for your feedback.

I am pleased to note that you regarded the service provided by TRAQS as outstanding. Whilst I am unable to comment on how your GP Practice managed your referral, I can tell you that you should have been provided with a leaflet explaining TRAQS and how we process such referrals. I am so pleased to note that once your referral was actually received at TRAQS we were able to process quickly and efficiently without causing you any further delay.

We do receive many favourable comments regarding Specsavers and ourselves and I will ensure that your comments are passed on.

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