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Poor practice

Story from nhs.uk

"Poor practice"

About: Littlebury Medical Centre

Queried a repeat prescription. Told nothing on system. Got told by Receptionist wasn't due any more tablets. Who is a Receptionist to tell me that ?? I'm taking the medication so I should know if I'm due more. Was put through to Dispensary 2 tines and both times got message saying "Unable to complete your call, please hang up".

Rang Dispesary direct, telephone just ringing out then got cut off. Asked Dispensary when I went in why not answering phone got told "Very busy" despite seeing 3 staff standing there. Outrageous conduct. The phones should always be answered whether busy or not. One of the worst Dr's surgery I have ever been under. Needs a good overall.

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Responses

Response from Littlebury Medical Centre last month
Littlebury Medical Centre

Submitted on 27/03/2024 at 12:31
Published on nhs.uk at 12:31

Thank you for your comments. A receptionist (or Care Navigator) is able to see from your medical record whether or not your medication is due. This is helpful to patients as it prevents them from requesting medication early and having their request denied. Medication will not be issued until it is due.

I have checked our phone records for this week and can see no record of dropped calls from reception to the dispensary.

Patients may see dispensary staff speaking to one another in the course of their work, which involves patient and care home requests in addition to many other tasks, both routine and urgent.

It is always difficult to respond to anonymous comments, so please consider adding your name for any future comments. Thank you.

Diane Simes Practice Manager

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