"Disappointing service"

I was picking up my partner’s medication at the Royal Hospital pharmacy, arranged by the BCH pharmacy department. To their credit and support for the patient and their families, this was arranged by the BCH pharmacy to ensure this medication to make it easier to be collected by myself.

My partner was informed by the BCH pharmacist that the medication would be in the Royal Hospital pharmacy, Level 1, by midday.  

I called just shortly after 12 noon and give the details of my partner and medication. The member of staff I spoke to checked the computer and confirmed the order and that it should be here. They asked was this the first time that this had been done and I said that it had been done twice before.

The member of staff proceeded to check the other prescriptions and then said that it was not there, and there was no note on the order. They said that I should ring the BCH pharmacy department. Unfortunately there was no offer to contact the BCH. I said I didn’t have the number for the BCH pharmacy and asked would they have it, I was told that they didn’t have the number.

I attempted to look up the pharmacy on the website, however I couldn’t get an internet connection. I asked if they could contact the BCH pharmacy department on my behalf to see if they could get information on what the current status was in relation to arrival, as this medication was essential in her recovery from a life threatening illness of ANCA vasculitis and it was running low.

The member of staff went on the phone, I wasn’t sure who they were ringing. I contacted my partner who informed me who the pharmacist was in the BCH who organised the prescription and the staff member who processed the order and sent it to the Royal Hospital. I informed the member of staff of this. They came off the phone and went into the department, returning after approximately 5 minutes with the prescription with my partner’s details and the date of the order.  

The member of staff proceeded to say that I should call after lunch to pick up the prescription the next time, I said that we were informed it would be ready by midday. 

I felt that there was very little engagement by the member of staff to try and help, the immediate response was to push it back to me, when they could have easily reached out to the BCH to enquire about the status of the prescription. I also believe the comment by the member of staff to call after lunch the next time was unnecessary and almost gaslighting, as I did exactly as I was told by the BCH pharmacy department and arrived after 12 midday.

This is very poor service and attitude, likely to cause further stress and frustration to vulnerable people who don’t know how the system works, that will negatively impact the reputation of our service.

Staff attitude