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Needs improvement

Story from nhs.uk

"Needs improvement"

About: Northbourne Medical Centre

Phoned about an outstanding delivery of medication to be told it was with the pharmacist. Rang them to be told they had no record of it. Rang the medical centre who told me the prescription had not been done and had bo record of the previous call not 29 minutes before. Assured me it would be done now. What on earth is going on. Btw when I first phoned up to chase the prescription I was on hold for some time. When I finally got through to a person they hung up!!! What is happing in this country??????

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Responses

Response from Northbourne Medical Centre 2 weeks ago
Northbourne Medical Centre

Submitted on 20/05/2024 at 08:49
Published on nhs.uk at 08:50

Dear Bridget,

I was sorry to read that you had a bad experience with the service at Northbourne Medical Centre, however, I would like to thank you for taking your time to give us your feedback. Please accept our apology.

Please email me at sxicb-wsx.ahp@nhs.net with more details and I will look into your prescription query and the call situation. The demand on our services is extremely high and we are aware of the long waits on the telephone. Our Medical Receptionists do their best to answer all the calls coming to the surgery. We (AHP) have been exploring a new way of working which we will be adopting in the next few months. It is our hope that the situation will improve for both our patients and our colleagues.

With kind regards,

Petra Butler

Patient Experience Manager

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