"Received an appointment the following week"

About: Telford referral and quality service (TRAQS)

(as a service user),

Started to experience heel pain in Summer 2013. Visited GP in August and was given pain relief gel to use.

The gel helped a small amount but not enough – revisited GP late September, was referred for x-ray. I was told by surgery receptionist to wait at least 6 weeks for an appointment, so I did.

By November I had not received an appointment, so contacted the surgery again who advised I directly ring the x-ray department for help. I was told an appointment had been sent to me at the end of September (not received) and because I had not responded a card had been sent to the GP stating non-attendance.

I challenged the surgery and was able to get another appointment in November. X-ray showed boney growths on both heels. GP suggested cortisol injections by a colleague GP. This GP examined me and decided physiotherapy would be better. He then referred me.

Within 2 weeks I had a phone call from your team and an appointment the following week. Was offered and accepted.

I am now receiving treatment.

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

Thank you for taking the time to write to TRAQS.

The majority of your feedback relates to the service and care provided by your GP Practice and as such I am unable to comment on their behalf. However, you may wish to contact the Practice Manager, who I am sure, will be pleased to respond on their behalf.

I am also pleased to note that TRAQS dealt with your referral in a prompt and efficient manner.

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