"Visited Specsavers, was told I needed doctors referral letter"

About: Telford referral and quality service (TRAQS)

(as the patient),

Visited Specsavers, was told I needed doctors referral letter. Visited Wellington Health Centre same day and saw “Debbie Taylor”. Under the impression she was a doctor. She examined my ears and arranged for them to be syringed. I received the all clear from Debbie on two days later who then said a referral letter would be sent away, same day.

Called in Specsavers in March and April who could find no information regarding my request for new hearing aids. Back to Wellington Health Centre and the first doctor appointment remarked that Debbie Taylor was a nurse, not a doctor. Then called for the health centre employee who evidently looked through my records and then came back to tell me that a Pete was being booked to see you. You promptly got things on the move and after 3 appointments at Specsavers I now have my new hearing aids. O pity that my second appointment was not booked into their computer.

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

Dear Darker358

Thank you for sharing your experience with the TRAQS team. I am sorry that you have had such a poor experience and that your referral was not completed by your GP practice when you were told it had been which caused a considerable delay in treatment time.

TRAQS process referrals received from your GP practice. A member of the TRAQS team then contacts the patient and offers a Choice of clinic appointments (including Specsavers) and once a decision is made the appointment is either booked or the information is passed to the preferred provider to ensure that an appointment can be arranged. Specsavers cannot book an NHS Hearing assessment for you without a letter of referral from your GP.

I am pleased that you have now attended a hearing assessment and that you are benefiting from the fitting of hearing aids.

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

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