" I question the level of communication"

About: Telford referral and quality service (TRAQS)

(as a service user),

In mid-February I was telephoned by TRAQS to arrange a physio appointment at PRH.

I received written confirmation in January. When I telephoned your adviser stated the earliest appointment available was in March. In February I was telephoned by a physiotherapist at PRH advising me I could have an earlier appointment. I was offered several days and times.

I chose an appointment in the afternoon. Why did TRAQS not have this information? I then received a letter from TRAQS stating my original appointment was cancelled.

Several days later I received a second letter, again stating my assigned appointment was cancelled.

That’s two calls and three letters. I have no issue with the individuals but question the level of communication and the accuracy of the data input to ensure a fast and effective service.

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

Thank you for taking the time to provide feedback relating to your recent referral.

Unfortunately TRAQS are not able to book into every clinic which PRH Physio have available as they only release a certain amount of slots to TRAQS via Choose and Book which is an electron booking system. TRAQS rely upon the hospital to release the appropriate slots and we are unable to offer any other dates. Sometimes PRH physio dept will contact patients to offer an earlier appointment if there are vacancies within some of their clinics TRAQS do not have access to. This appears to have been the case from your comments.

To clarify your comments relating to the level of communication and the number of letters you received, TRAQS send out confirmation of appointment letters but we do not and never have sent out cancellation letters. TRAQS are not automatically made aware of any cancellation of appointments within Choose and Book and the booking system we use does not automatically generate a cancellation letter when an appointment is cancelled. The cancellation letters are automatically generated from the hospital appointments system and therefore will have been sent to you by the PRH physio department from the hospital booking system.

As all comments on this website are anonymous I am unable to look into your comments further but can assure you that TRAQS will only send out either

a) reminder letters requesting patients contact to book an appointment

b) confirmation letters advising of the appointment details booked following a discussion with the patient/carer/parent

or c) a letter advising where the referral has been passed to if TRAQS are unable to book directly into an appointment as the clinic is not supported on Choose and Book.

Any communication related to cancelled appointments will always be sent from the chosen hospital appointments system as TRAQS only cancel an appointment at a patient's request.

I hope this information has clarified and answered your queries?

Thank you again for sharing your comments with TRAQS and we hope that you are benefiting from your physio treatment.

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