"One letter confirmed my appointment, the other cancelled it"

About: Telford referral and quality service (TRAQS)

(as a service user),

I was contacted by TRAQS and arranged a gynae appointment over the phone. A few days later I got 2 letters, one confirming the appointment the other cancelling it. The letter said I would be given another date.

I had recently had a minor op and biopsy when an appointment arrived to see Mr Tapp on a date that was a full month earlier than the appointment date I had been given by TRAQS. I assumed the appointment was to discuss the results on my biopsy and had been told by TRAQS April was the earliest appointment and when cancelled I assumed the reason for the mid-March appointment was for a different reason to the TRAQS appointment.

The doctor started talking to me about one thing and I thought I was there for another!

All in all, things went okay from there. The doctor was very pleasant, dealt with both gynae problems and I left feeling reassured.

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

Thank you for taking the time to respond to request for feedback.

Firstly I would like to explain a little of what the TRAQS team do. The team receive referrals from your GP and are responsible for offering Choice of hospital and arranging a suitable date and time at the hospital /clinic of your Choice. TRAQS never cancel an appointment unless at the request of the patient/carer or GP practice.

It would seem that following TRAQS speaking to you and arranging an appointment the hospital then cancelled the appointment and rebooked for an earlier date. TRAQS can only offer the dates which the hospitals release to the Choose and Book system which is an electronic booking system available in England. TRAQS send out confirmation letters by 2nd post unless for an appointment within 1 week of when we speak to the patient and it would seem that the 2 letters arrived very close together causing confusion.

I am sorry that this caused confusion when you attended your appointment but am glad to hear that everything went well at your appointment and the consultant was able to deal with both of your problems and you were reassured.

Thank you again for taking the time to share your comments with the TRAQS team.

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