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Dispensary

Story from nhs.uk

"Dispensary"

About: Ouse Valley Practice

Whilst my visits to the doctors have been ok the dispensary is a dreadful experience, every time I go to collect a prescription it is 45 - 60 minute wait at minimum to be served with no sense of urgency from the staff and never any apologies for the wait. There is a take a ticket number system in place but it seems patients coming from an appointment can jump the queue making the wait even longer for those who are just popping in to grab a prescription.

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Responses

Response from Ouse Valley Practice 2 months ago
Ouse Valley Practice

Submitted on 02/05/2025 at 14:04
Published on nhs.uk at 14:04

Dear Patient,

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience at the dispensary and the frustration the waiting times have caused. We understand how valuable your time is, and we sincerely apologise for the inconvenience you’ve encountered.

The ticketing system is in place to help manage the flow of patients fairly, but we acknowledge that it can feel disheartening when it appears that others are being seen ahead. Patients coming directly from appointments may sometimes be prioritised due to clinical urgency or time-sensitive medication needs, but we absolutely take your concerns seriously and will review how we communicate and manage this process to ensure greater transparency and fairness.

We are also actively looking into ways to reduce waiting times and improve the overall dispensary experience.

Thank you again for your feedback—it’s essential in helping us improve. If you'd like to discuss this further, please don’t hesitate to get in touch we me directly.

Kind Regards

Practice Business Manager

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