"Staff friendly and courteous yet frustrated by waiting list"

About: Telford referral and quality service (TRAQS) The Princess Royal Hospital / Ophthalmology

(as the patient),

I knew I would wait a while for the appointment and that was OK. I arrived early and was started on the process of assessment fairly quickly. I was always spoken to courteously and the Nurses and Doctor were friendly and informative.

The doctor diagnosed two conditions one of which was already known about and couldn't be addressed until the second was fully diagnosed and treated. This means waiting for a referral to another specialist which is understandable but a bit frustrating.

I'm wondering how long I will be waiting for this appointment and I forgot to ask at the time.

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Response from Lisa Hill, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital Opthalmolgy Service.

Thank you for your kind comments regarding the staff involved in your care. I will be happy to share them with the staff concerned.

Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns regarding your waiting time to be referred to a different specialist.

Unfortunately Patient Opinion does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail.

The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 0800 783 0057 or visiting their office near the Main Ward Entrance.

They aim to: provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp.

Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

Patient Experience Team

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Response from Sharon Clennell, NHS Telford and Wrekin CCG – TRAQS Operations Manager, TRAQS, NHS Telford and Wrekin CCG

Many thanks for taking the time to post your feedback, TRAQS would have dealt with your referral from your GP Practice and assisted you with your booking. unfortunatley if there are no appointments showing on the system, TRAQS cannot book your appointment, if a patient still requests to be seen at that hospital we have no alternative to defer your referral to the hospital where you are placed on a waiting list, the hospital then contact you directly once an appointment becomes available.

If you are still concerned regarding your wait for your appointment please do not hesitate to contact me on (01952) 580441, it may be possible to offer you alternative hospitals.

Many thanks for your posting,

kind regards,

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