"It took almost three weeks to hear from TRAQS"

About: Telford referral and quality service (TRAQS)

(as a service user),

It took almost three weeks to hear from TRAQS. A message was left on the answerphone, but the patients name wasn’t mentioned. It could have been for anyone.

With a shoulder problem I have to care for my physically disabled daughter (with a learning disability). I have no “outside” care, so appointments are very difficult to attend as it has to “fit in” with my daughter’s moods and seizures. Also, she doesn’t have a normal sleep pattern since starting new medication.

Because I am right handed and it was my right shoulder which has problems, I have had to use my left side more, resulting in a worsening of the carpal tunnel problem in my left hand! !

I have found some exercises on the internet and have been doing these whilst waiting for the appointment. Pushing a wheelchair hasn’t helped.

PS: This leaflet doesn’t explain what TRAQS stands for.

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Response from Chloe Jones, TRAQS Patient Advisor, Telford and Wrekin CCG

Dear 'Dodge464 '

Thank you for taking the time to share your feedback. We are sorry to hear that your referral took longer to be arranged than you had hoped. Due to the anonymity of patient opinion, I am unable to ascertain exactly where the delay in your referral lay; whether this was a delay in TRAQS receiving it from your GP practice or if the delay was in fact with ourselves.

Once your GP has agreed to refer you, your GP practice then has three working days to type up your referral letter and send it over to TRAQS. Please note, it is not always the case that we receive the patients letter within this time frame. Once TRAQS receives this letter, we will aim to process your referral and contact you within five working days. Sometimes, certain referrals I.e. orthopaedic referrals, are reviewed by one of our in house GP's. This is to ensure that you are referred to the most appropriate service/consultant for your condition.

When contacting patients, we will always phone every number that we have available on the system for you. If we are unsuccessful in doing so, we will leave an un-named voice mail. We do not state patients names during these voicemails to ensure confidentiality.

I note your comment that the TRAQS leaflet does not state what TRAQS stands for. In the top right hand corner of the leaflet it does state 'Telford Referral and Quality Service'.

Again, thank you for taking the time to share your feedback and we wish you all the best with your treatment.

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