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"My Nana's prescriptions"

About: General practices in Forth Valley

(as a relative),

Third time this has happened this year, my elderly Nana sends her prescription requests via email to the surgery, when I go to collect from the pharmacy an item is missing. When she calls the surgery they tell her they don’t have a request for said item, when I check her sent emails they are clearly there.

When this happened most recently, I was with her when she called the surgery to say she had a missing item, again they said they didn’t have the request, I then explained to them that I was looking at the email and it was clearly there with the other items and this was an error their end, no apology from whoever I was speaking to, all they said is she will have to wait until Tuesday now to get an emergency prescription. I explained it’s Friday and she only has two pills left. I got told there’s nothing they can do.

I asked for complaints procedure and said I am following this up as it’s the third time it has happened. They gave me the details and as I went to say thank you they just hung up on me. Absolutely no help at all.

I went to our local pharmacy, who couldn’t be nicer and gave us an emergency supply. The customer care from the surgery was non existent.

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Responses

Response from Caroline Logan, Person Centred Co-ordinator, Nursing, NHS Forth Valley 9 hours ago
Caroline Logan
Person Centred Co-ordinator, Nursing,
NHS Forth Valley
Submitted on 08/05/2025 at 09:59
Published on Care Opinion at 09:59


Dear librasx94

Thank you for sharing with us your experience with your nana's GP Practice. I am sorry to hear about your experience with the practice and understand your frustrations.

To enable me to share your story with the practice involved and ask them to contact you to discuss your concerns, I would be grateful if you could please provide me with the name of the practice your nana attends and your contact details. You can contact me on 01324 566162 or by e-mail caroline.logan@nhs.scot.

I hope this is helpful and look forward to hearing from you.

Kind Regards

Caroline

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