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Accessing regular prescription items at different times

Posted By nitratekp99

"Accessing regular prescription items at different times"

About: The Neaman Practice

(as the patient),

I visited the surgery to explain that an item was missing from my prescription. I was told I’d have to talk with a doctor to sort this out. I was given a 3 hour window where the doctor would call me that afternoon.

Later in the day I received a text to say the doctor would ring at a specific time. 15 minutes before that time I noticed I’d missed a call from the surgery. I rang the surgery to apologise and after a little time was told a doctor would ring me back. They did and the prescription item was reinstated and the following day I collected it from the pharmacy. All my communications with the practice were helpful and courteous.

The problem would never have arisen if there was a clear system for regular prescription items to be accessed at different times.

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Responses

Response from The Neaman Practice 3 months ago
The Neaman Practice

Submitted on 22/01/2024 at 10:59
Published on nhs.uk at 10:59

Dear Patient,

Thank you for taking the time to share your feedback regarding our prescription service. While I cannot comment specifically on your individual case, your insights are valuable to us.

At our practice we adhere to a standard prescription model with a 48-hour window for processing. The on-call GP is available to address any issues throughout the day, ensuring a smoother patient experience. However, in instances where specific information is required for safe prescription monitoring, or in cases of human error, there may be a need for additional communication.

We sincerely apologise for any inconvenience caused by the wait for the GP's call. We hope for your understanding that the on-call GP triages daily clinical requests based on urgency, as this service is not scheduled and routine.

Your perspective is essential to our ongoing efforts to improve our services. If there are specific concerns or if you require further assistance, please feel free to contact us directly. We appreciate your patience and trust in our practice.

Thank you for being a valued patient.

Kind regards,

Sinead Downes

Deputy manager

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