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Great Practice normally but...

Story from nhs.uk

"Great Practice normally but..."

About: Otford Medical Practice

Usually everything is really good and things are dealt with as quickly as possible so today's experience was unusual. Today I waited 45 minutes to get from third in the queue to being answered by the prescriptions line - staff issue apparently - only to be told that the request would not be dealt with till the following day. Not entirely happy at this waste of my time. It would have been better if there had been a message informing people of the problem at the outset. Then I could have rung again the next day.

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Responses

Response from Otford Medical Practice last month
Otford Medical Practice

Submitted on 27/03/2024 at 17:27
Published on nhs.uk at 17:27

Dear Ruth,

Thank you for taking the time to leave a review. We are sorry to hear of the long delay waiting to speak to our prescription clerks. Unfortunately during peak periods there can be substantial waits due to demand especially if there are staff absences.

There are multiple alternative ways to make prescription enquiries that do not involve calling the surgery which you may find more convenient- there is a web link to these below. Of course these may not suit everyone and we recognise that for some people a phone call is more suitable. You may also wish to speak to your pharmacist who can also offer assistance with queries.

Due to the volume of enquiries we receive we request 72 working hours to process prescription requests although in practice these are often signed off a lot quicker than this.

Best wishes

OMP

https://www.otfordmedicalpractice.nhs.uk/electronic-prescription-service

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