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Care Opinion

Contrasting experiences

Posted By No Weil

"Contrasting experiences"

About: General practices in Ayrshire & Arran

(as a service user),

 I tried to get a prescription on an as-and-when basis, not a regular repeat prescription. The member of staff whom I initially dealt with at the surgery was most unhelpful in every way, verging on abusive, and felt free to give out advice on how I should keep a supply at home, contrary to pharmaceutical advice. 

They seemed unable to grasp the urgency of the situation.

I had to call back when the line was disconnected and spoke to a lovely, empathetic member of staff who did take time to listen to me and went out of their way to be helpful.  My request was then handled with professionalism. A complete contrast to my initial contact.

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Responses

Response from Danielle McNaught, Business Manager, Primary and Urgent Care, NHS Ayrshire & Arran last month
Danielle McNaught
Business Manager, Primary and Urgent Care,
NHS Ayrshire & Arran

Submitted on 13/03/2024 at 21:23
Published on Care Opinion at 21:23

Dear No Weil

Thank you for taking the time to share feedback on your healthcare experience with us via Care Opinion.

I am so sorry to hear of the negative experience you had during the first phone call with your Practice and that you felt the staff member you spoke to was unhelpful. The Primary Care Team can liaise with your GP Practice to make them aware of your comments and feedback. To do this, please can you send an email to HSCPAdmin@east-ayrshire.gov.uk (marked for the attention of Primary Care) providing your details and the name of the GP Practice you are registered with. Alternatively, if you wish to remain anonymous, we can feed back your comments to the GP Practice for their awareness and learning.

I am pleased to hear that you had a much better experience when you called the Practice back and that the staff member you spoke to on that occasion was was able to help you resolve your issue.

Please accept my best wishes and thank you once again for taking the time to acknowledge your care experience.

Kind regards

Danielle

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