"TRAQS:Put on hold, but nobody came back to me"

About: Telford referral and quality service (TRAQS)

(as the patient),


Contacted by TRAQS in April – message on my answer phone

Returned call the same day

1st call – 2. 25pm got through put on hold, but nobody came back to me, told at least twice by automated message how I could download background music that playing whilst I was on hold, and I need this information because……………?

Eventually put the phone down just after 2. 30pm

2nd call – same day 2. 34pm, no answer

3rd call – 2. 55pm, got through but cut off.

4th call – 3. 00pm, phone answered but I was asked to wait by clerical assistant, who was in the middle of a letter and wanted to make sure it went in the right envelope to the right patient, waited as she was having problem with computer!

Asked which hospital Telford or Newport…. Had already told Dr I wanted to be seen in Newport, could this information have been recorded on referral form?

I was then told a 2/4 week wait for an appointment. Which is fair enough and not too long to wait, so did I need all the bother of the phone calls to tell me this?

Three days later – had a letter from TRAQS telling me as they had been unable to contact me they were writing to ask me to contact them if I needed an appointment, this letter was typed and posted on

The day after – the day I had spent some considerable time trying to get through them, and the day I had actually spoken to someone at TRAQS.

The next day – phone call from Newport offering me an appointment a couple of days later, which I am delighted with as I expected to have to wait much longer. I will have no complaints about physiotherapy service at Newport I have used it on previous occasions and the service has always been excellent and the staff are amazing.

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

Many thanks for taking the time to provide feedback to TRAQS.

TRAQS endeavours to provide the highest standard at all times and I am disappointed to see that we may have fallen below that standard on this occasion. However, it is a fact that our telephone system was subject to faults at the time in question; nevertheless I would like to be sure that your difficulties were not caused by staff mis-management. As all feedback is anonymous I am unable to identify your referral to investigate further. In the circumstances I would be grateful if you would contact TRAQS on 01952 580441 where I would be happy to look into your comments further.

With regard to your request to be seen at Newport Cottage Community Physiotherapy Clinic, if the referral letter submitted by your GP clearly indicated your request you would not have been contacted by us offering choice. TRAQS is informed weekly by Community Clinics indicating their waiting time which we always inform patients. The fact you were contacted and seen earlier is a benefit to you and may have been as a result of a cancellation. However, it is pleasing to note that the service you received from the Newport as on your previous experiences continues to be of a high standard.

Many thanks again for taking the time to contact us.

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