"Good experience, with one negative"

About: Telford referral and quality service (TRAQS)

(as the patient),

Good experience at Doctors, explained everything. TRAQS were polite and gave me options of hospitals, one negative, thought appointment would be made at time of phone call. Also was a little disappointed to be told may not get appointment as specialist could just look at x-rays etc and think no further action needed. Not a satisfactory outcome as would prefer to be seen in person as x-ray’s don’t tell the whole story of on-going symptoms. Are the people at TRAQS qualified to make these assumptions – as patient will presume it’s a fore-gone conclusion of no appointment.

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

Dear Clearer954

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

I am sorrry that the information you were given was not clear. The TRAQS team is made up on staff who are not clinicially trained, although we do work with GP's from our local area and they provide clinical guidance to the TRAQS team if required. Some of the services we pass the referrals to are 'assessment services'. This means that a clinical team will review all of the information provided by the referring GP and decide who is the most appropriate for the person to be seen by.

The TRAQS team always endeavour to explain fully how the process works and are happy to take time to ensure that the patient/caller has a clear understanding of how the process works. I am sorry that this does not appear to have happened on this occassion.

Thank you again for taking the time to respond to our request for feedback as we value all feedback to help us develop the service further for the benefit of the patients registered with the GP's in our area.

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