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Appalled

Story from nhs.uk

"Appalled"

About: Hunts Cross Health Ctr

On Tuesday 15th November at 8.05am I called the practice to advise that I had moved house the previous day and had lost my medication which I need on a daily basis. I was told by the member of staff that the practice no longer issue emergency prescriptions due to some people taking advantage and misusing the facility. I was advised that I would need to call in personally with a 'letter'. Due to the fact I was in urgent need of my medication I diverted from my travels into work and reached the practice at 8.15am. I then wrote an explanation on prescription request and duly ticking the two relevant boxes for my medication. I was told to call after 4pm to see if this was ready. I did and was told the prescription was still in with the doctor (who shall remain nameless) and I should call at the practice at 6pm. Again, I did this but was at first told the prescription was not in with the doctor and could not have it. After 5 or so minutes I was told it was in with the doctor and to wait until they signed it. At this point it was 6.15pm and all shutters were down and no patients in the centre. Then the practice management told me the doctor would not sign the prescription and I would have to wait until the following day. I refused to leave without this and was told they would call the police. Incidentally, the prescription was also wrong and there was only one item on instead of two. The practice management rang a local pharmacy who agreed to 'loan' me two tablets. I was told on many occasions during this whole debacle that the centre was extremely busy and the workload was heavy, even the next day when I eventually picked up the prescription I was told that the prescription was indeed readied at 8.40am the previous day? The pharmacist was as dumbfounded as myself that a GP would not sign a prescription for an emergency. I still cannot believe after two days that the whole episode actually took place and I am still appalled by the doctor concerned. Workload and/or staffing does not come into this sorry episode, the doctor simply had to sign a piece of paper for a patient who does not abuse the 'emergency prescription' facility.

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Responses

Response from Hunts Cross Health Ctr 8 years ago
Hunts Cross Health Ctr

Submitted on 07/12/2016 at 17:36
Published on nhs.uk on 31/10/2017 at 16:09

We were very sorry to see this posting and hope this response explains further what has happened here.

Our administration processes mean we can prepare a prescription for signing very quickly most of the time, but it is the doctor’s time that is then needed to authorise the issue of medication.

If doctors do not do this with due diligence then mistakes happen.

Medication errors can be serious and patients could suffer and would be justifiably concerned about safety if doctors simply just “signed a piece of paper” when presented to them.

We operate a 48 hour turnaround for prescription preparation routinely but this can sometimes be quicker or take longer for more complicated requests.

The doctor reviewing this request felt the item was not urgent and could wait.

I am afraid we did not guarantee a prescription would be prepared in the time frame wanted by this patient, who states he was told “to see if it would be ready” later that same day.

Requests can be made electronically for those who are registered for this service; they are not taken over the phone (unless a GP has authorised this) Phone orders can be misheard, and patients do not always know the name or dosage of the drugs they take.

We ask patients to use their tick slip or handwrite their request to avoid errors.

Orders can be hand delivered or posted to us.

Some patients choose to use their pharmacy to order on their behalf.

No system is perfect, but we review ours regularly with a pharmacist who works with us to see what improvements can be made.

Every NHS general practice is trying to cope with an ever increasing workload – we are no different and do what we can in the time we have – our GPs regularly stay here till 8 pm and beyond, and without their dedication we simply could not cope.

We hope all our patients recognise that systems are in place to help them and us manage the day to day workload.

Repeat prescription issue is a huge part of our day job and most of the time we meet patients’ needs.

We recognise this gentleman was very unhappy, but attempts were made to contact two pharmacies to assist him.

The suggestion to call the police was a last resort, it didn't happen and thankfully is a rare occurrence here at Hunts Cross.

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