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.
"My Nana's prescriptions"
About: General practices in Forth Valley General practices in Forth Valley
Posted by librasx94 (as ),
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