"problems seeing a specialist for my son's hearing"

About: Cornwall and Isles of Scilly PCT Tamar Referral & Appointments Centre

(as a relative),

My son has been experiencing severe problems with his hearing over the last 3 months. We have made several trips to see doctors at our local practice. My son previously had an operation for is hearing but is problems had deteriorated dramatically and now he is almost totally deaf in both ears. The time before last we were made to see a nurse who told us to put drops of olive oil in them for a week - this made no difference. On the last visit we saw another Doctor who said she would make a referral to see a consultant. Again I heard no news and had to phone for an appointment which we have to wait for. My sons hearing had got worse so I asked for an urgent appointment only to be told I would have to recontact my doctor if I wanted to do this.

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Response from Gemma Smith, Tamar Referral & Appointments Centre (TRAC)

Dear ‘Gold794’,

Thank you for taking the time to tell us about your experience of using the TRAC service and I apologise that it was not a positive one. After reading your story it sounds as though your referral had fallen outside of normal process and although I can share some information about how our processes should have worked, I would really like to look into the individual details associated with your son’s referral.

In the majority of patient referrals, the GP Practice provides the patient with an information leaflet detailing the next steps and that the Tamar Referral Appointments Centre (TRAC) team will contact the patient directly to book an appointment. It seems as though you did not receive this and therefore contacted TRAC directly for an appointment.

With regards to the urgent appointment request, if at any time the needs of a patient changes medically it is advised that you seek your GPs advice in the first instance. Your GP is still responsible for your care whilst you are waiting to be seen by the hospital. The TRAC staff are not medically trained and are unable to upgrade a referral, this is a clinical decision and your GP is best placed to assess the needs of the patient.

If you would be happy to, please contact me on 01626 883712 from Monday to Friday from 9am until 5pm or via email on cab.helpdesk@nhs.net.

Kind regards

Gemma Tremlett

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