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Awful practice

Story from nhs.uk

"Awful practice"

About: Cross Street Surgery

Unlikely to get an appointment and picking up a prescription is a disgrace. You have to stand outside at a window for the duration; shout your name and any other information through a crackly intercom (with no consideration of data protection) and then retrieve your prescription through a hole in the wall. I have witnessed an elderly lady being unable to use the intercom left outside confused whilst the staff in the pharmacy refuse to do anything except shout instructions at her through the window. I was disgusted.

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Responses

Response from Cross Street Surgery yesterday
Cross Street Surgery

Submitted on 15/05/2024 at 11:58
Published on nhs.uk at 11:58

Dear Valued Patient,

Thank you for taking the time to share your feedback regarding your recent experience at our surgery. We appreciate you bringing this matter to our attention, as customer satisfaction is of the utmost importance to us.

We are concerned to hear about the challenges you and the elderly patient faced when attempting to retrieve prescriptions. Providing a positive, accessible, and dignified experience for all our patients is a top priority. The issues you described, such as the use of a crackly intercom and staff not properly assisting the elderly customer, are unacceptable and do not align with the high standards of customer service we strive for.

Please be assured that we are taking your comments very seriously. We will be conducting a thorough investigation into this incident and implementing immediate corrective actions to address the shortcomings you outlined. This includes reviewing our protocols for prescription pick-up to ensure they prioritise patient privacy and ease of access, as well as providing additional customer service training for our staff.

We value all our patients and hope that you will give us another opportunity to regain your trust and confidence in our services. If you have any further concerns or feedback, please do not hesitate to contact the practice directly so that we may address your concerns.

With best wishes,

Sarah, Patient engagement officer

Patient Engagement Team

Willows Health.

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