"Long lead time from referral to the initial offer of treatment"

About: Telford referral and quality service (TRAQS)

(as the patient),

When I eventually got an appointment with Maddocks and attended for assessment and treatment – all was fine.

Unfortunately my problems stem from the long lead time from referral to the initial offer of treatment. So the apparent low scores overleaf reflect this. I have no problem with Maddocks and am very satisfied with the treatment and advice provided by ‘Megan’.

The biggest problem was that having damaged the ligament in my right ankle on the 31st March – I waited/rested it for a week before attending a GP practice. The ankle was clearly very swollen and causing pain and difficulty with mobility.

When I was eventually contacted by ‘TRAQS’ I was offered an appointment on the 5th June – I. e. about 6 or 7 weeks away. I was told that TRAQS would try to arrange an earlier appointment – but would have to wait for that to come through. As a result I had to go to a private (well qualified) sports physio therapist who assessed and began treatment the following day. I had 4 courses of treatment with her before I could attend at Maddocks. I just feel that a more immediate route for assessment would help patients in great pain.

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

Dear Mode716

I am sorry to hear that your referral was delayed intially and that when TRAQS contacted you we were unable to offer a more immediate appointment.

TRAQS can offer physio appointments at either Maddocks or Princess Royal Hospital. If a GP feels that the referral is an urgent case and if the patient wishes to attend Maddocks the clinic will aim to contact the patient within 2 working days to arrange a suitable appointment for assessment and treatment to begin. TRAQS do not have access to the appointments at Maddocks so that is why you were advised that you would have to wait for an appointment to come through from the clinic.

I am sorry that we were unable to assist in bringing your appointment forward on this occasion but the decision to bring appointments forward is a clinical one outside our control. We can only provide the chosen clinic with the information we have from the GP and the rest is up the the physio team. However, I am pleased that the treatment you received at Maddocks has been of benefit to you.

Thank you again for taking the time to raise your concerns with the team.

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