"Rude and unprofessional staff "

I ordered my child's regular medication on the website, however when I went to collect it at the pharmacy, I was told the surgery hadn't sent it over. I put the request in on Tuesday and went to collect it on Friday, and never received a text or phone call from the surgery to say there was any sort of problem. I personally went into the surgery as the medication is very important for our child's condition. The receptionist was kind and understanding and said she could see that it was ordered by me, actioned by the surgery and clicked as "done" however it never made it to the pharmacy, she was unsure as to why. Therefore, she referred it to the relevant team as urgent and she asked me to call back in about 30 mins for an update. Therefore, I did.

When I rang back for an update, I spoke to a short, curt call handler. She unfortunately, jumped to conclusions and seemed to think she knew exactly what I was asking for in the prescription. She repeatedly tried to tell me what I had ordered and it was in fact at the pharmacy, when it clearly wasn't. I tried to explain that our child has many different types of medications on their file and the one I was specifically tracking down was not one of the ones she was referring to. I tried repeatedly to explain this, but she kept cutting me off, then proceeded to tell me, I was talking over her. I was quite taken back, as that was a rude and unprofessional comment, especially since she was incorrect! I then let her finish explaining her incorrect advice and I explained she in fact made a mistake and I was simply trying to name the correct medicine. She went quiet and said ok. No apology, no admission of error, or accountability. This is extremely unprofessional, uncaring and simply rude. In all my years caring for my children's multiple complex medical needs, I have never been spoken to in this manner. I was very insulted and frustrated when the call ended and felt I had no choice but to bring it to the surgery's attention. The call handler took my call on 20/09/24 at 18:02.

This is experience is quite unfortunate, as overall, I have felt our family has always had a positive experience with the surgery.