"arranged transport problematic"

About: Russells Hall Hospital Telford referral and quality service (TRAQS)

(as the patient),

Everything went fine apart from transport. I gave 6 days notice to Shrewsbury office who for some reason transferred it to Wolverhampton. I was told to be ready for 0700 – 0730 but after several phone calls to which I got no satisfaction my transport arrived at 0840 but had a patient from Shrewsbury who was going to New Cross. The driver who was excellent said he should have started at 0800 but came in early. I eventually arrived at Russells Hall. Staff were understanding but there is obviously a serious problem with transport management between Shrewsbury and Wolverhampton. I did inform Shrewsbury who I made my booking through that I would be making a comment but they were not bothered. I hope that when I have to repeat this journey in four months time that things will have improved.

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

Thank you for taking the time to respond with feedback following your recent referral via TRAQS.

I am sorry that you had problems with the hospital transport provider for your recent appointment at Russells Hall Hospital. I have recently discovered that the Shrewsbury office deal with referrals for the Shrewsbury/Telford and other Shropshire hospitals and all transport out of the local area are passed to the Wolverhampton office. I apologise for the problems you experienced. If you would like to take your complaint further please contact the Patient Advice and Liaison Officer at NHS Telford and Wrekin - 01952 580300 who will be able to investigate further for you. I hope that this information will help you to resolve your issue and that your next journey will be less problematic.

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