"Disappointing service after promises made"

Dear Hayley,

I would like to start by apologising as it was entirely our fault that your usual 3-month supply was not reinstated following your review with our Practice Nurse. We also should not have reduced the quantity of your prescription without first advising you of this and explaining the reason why.

I am aware that my Operations Manager has already spoken to you (Monday 16th June) and has apologised and he will call you again to update you on what actions we have subsequently taken. In summary, we have discussed this with our Clinical Pharmacist, who going forward will ensure that he contacts patients to discuss any reviews due prior to altering medication quantities. We have also spoken with our Practice Nurse to ask why she did not re-instate the usual quantity and all I can say is that this was an oversight on her part. Again, we can only apologise.

In terms of your prescription, we have updated the records to now reflect the usual 3-month quantity, and I understand that this has already been issued and you now have the correct supply.

I hope that this explains what went wrong on our part and what actions we have taken to avoid this from happening again. Once again please accept my sincere apologies for any inconvenience caused.

Kind regards

Karen Northwood

Managing Partner