"I had to chase the appointment"

About: Telford referral and quality service (TRAQS)

(as the patient),

Annoyed! – was told that I would be contacted within 48 hours from Maddox physiotherapy regarding urgent referral, 3 days later I had to chase the appointment! Also the letter that TRAQS sent me said I had been referred to Maddox and if they hadn’t contacted me within 8-10 weeks to contact them – 8-10 weeks! This is not accurate for urgent physio appointment.

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

Dear Over 285

Thank you for providing feedback following your recent urgent physio referral via TRAQS.

I am sorry that you felt you had to chase up your referral with the Maddocks Clinic. The Maddocks clinic have advised the TRAQS team that they will contact urgent patients within 2/3 working days. The wait for routine appointments can vary between 3 - 5 weeks depending upon the volume of referrals they are receiving. This means that if you speak to TRAQS on a Friday then you may not be contacted by the team at Maddocks until Tuesday. The information we have been given is that Maddocks will contact patients by letter and ask them to ring in to arrange a convenient appointment.

With regard to the letter you received from TRAQS - we use generic letter templates due to the high volume of calls we deal with every day and I am sure you can appreciate that it is practical to compose an individual letter for every type of appointment. As the majority of teferrals we receive at present are for a hospital appointment we have been asked by the local hospitals to advise the patients that they may be waiting up to 10 weeks to receive an appointment.

I will look at the letters to see if it is possible to change the wording on the Maddocks ones. Thank you for bringing this to our attention and I hope you are feeling the benefit of your treatment.

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