"I am still waiting to hear when that appointment might be"

About: Kingsbridge Hospital Tamar Referral & Appointments Centre

(as the patient),

I originally saw my doctor in mid December last year. TRAC contacted me promptly.

I was surprised but pleased to be offered an appointment at my local hospital, Kingsbridge. The doctor had told me that I would have to attend Mount Gould.

However, TRAC could not book an appointment, I was told that Kingsbridge would contact me direct? Several weeks later I received an appointment through the post with no prior consultation for a date which wasn't particularly convenient.

I cancelled my existing engagement and kept the appointment in early February. The doctor I saw then also referred me for minor surgery at Derriford.

I am still waiting to hear when that appointment might be. 12 weeks have already gone by, the longer I have to wait the bigger my resulting scar will be.

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Response from Liz Tooby, Engagement & Experience Officer, Torbay & Southern Devon Health & Care NHS Trust

Thank you for your comment. In order to investigate this and support you we would need further details, if you would like to contact our Engagement and Feedback Team who can guide you further, please call Louise Bowker-Steele on 01803 210556. We look forward to hearing from you.

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

Dear ‘Name883’,

Thank for taking the time to share your comments about using the TRAC Service. I am glad you were contacted promptly but can only apologise that we were unable to offer you an appointment at your chosen hospital. When a hospital has not available appointments to book, TRAC will pass the referral details to the hospital who will then contact the patient directly to book an appointment of their choice. It seems as though your referral has not followed the normal process, it is unusual to wait an extended length of time for an appointment notification or contact from the hospital.

I think Liz’s comments above will be most helpful to you to ensure your needs are met. If you are able to share some further information about referral this will be helpful in finding out what has gone wrong for you.

If you would like to ring me at any time to discuss this I am available from Monday to Friday from 9am-5pm on 01626 883712 or cab.helpdesk@nhs.net.

Best Wishes

Gemma Tremlett

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