"good process but it seems not fully rolled out"

About: Tamar Referral & Appointments Centre

(as the patient),

TRAC is a good process but it seems not fully rolled out. On the day of contact Derriford’s system was down and Tavistock and other options do not have a system. It is disappointing when you get to see the consultant, an appointment that is now some time down the road, you are on entering the consultation faced with with the dilemma of there is another medical professional there. Although you are asked if it is alright for them to be there, you should be advised of this before entering the room. While their knowledge can only come from experience in exposure, it is very off putting. Combine this with the nurse who escorts you to the room having what feels like 3 people gawping at your body, while trying to help you is not a comfortable experience and one I hope not to repeat. In future I should state Dr only perhaps?

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

Dear ‘Sky92’,

Thank you for taking the time to tell us about your experience of using the TRAC service, I am pleased to read you felt TRAC is a good system. At times the hospital systems become unavailable which means TRAC are unable to book any appointments or have the information we need to advise patients on all the options. When this happens we are still able to pass on a patient’s details to their chosen hospital who would contact the patient directly to book an appointment.

With regards to your hospital experience, I am sorry your experience was not a positive one. I am unable to answer on behalf of the hospital you were seen in however I would be happy to pass your comments. I you would like to share some more information with me about your referral I will be able to look into this further.

Fell free to contact me contact me on 01626 883712, I am available from Monday to Friday from 9am until 5pm. Alternatively you can also email me at cab.helpdesk@nhs.net.

Best wishes

Gemma Tremlett

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