"Difficulty in booking an appointment"

About: Telford referral and quality service (TRAQS)

(as the patient),

Had difficulty booking this appointment as you left a message on the answer phone of the house saying that someone must ring TRAQS. There are several adults in the house and it left no name so we assumed TRAQS is a PPI claims company. The name TRAQS means nothing to anyone. I feel having quality service in your name is arrogant and your name says nothing about what you do.

Since you made the appointment he’s been cared for by the Hospital. I gave up waiting for you to re-arrange and have re-arranged it myself.

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

Thank you for providing feedback on your experience with TRAQS. From the outset I should make it clear that all feedback is anonymous and this response must therefore be in general terms.

It is a matter of regret that you were not informed by your GP that your referral would be sent to and managed by TRAQS; had he done so the patient would have realised that TRAQS is an NHS service and has nothing to do with PPI. There is a TRAQS patient’s leaflet, which is available to be handed by all GP Practices/GPs. Each patient who is referred by their GP should be given one of these leaflets which explains the service, the steps in the process and contains contact telephone numbers within TRAQS should you wish to discuss your appointment.

With regards to the message left on your answerphone not being addressed to a certain individual by name, TRAQS must treat patient confidentiality as a priority and we are unable to breach that confidence. Since, as you say there are several adults in the house you will understand the need for this action.

It is not clear from your comments whether TRAQS was approached in rearranging the appointment and the in the circumstances we would be happy to discuss this aspect with you further should you wish. Please contact TRAQS on 01952 580441.

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