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Appointments & Repeat prescriptions

Story from nhs.uk

"Appointments & Repeat prescriptions"

About: The Avicenna Medical Practice

I have tried to get an appointment for my husband and myself this morning , I have waited over 3 hours for a ring back with no joy !!!!! Eventually I rang and cancelled the ring back and contacted the chemist to buy some medication for him . He only went to the doctors yesterday who gave him a mouth spray but did not notice he had oral thrush even though he looked in his mouth . Last week he put an prescription in for his tablets and insulin , the tablets arrived yesterday but no insulin !! After phoning to explain there was no insulin I was told he had to have a review ( he’s a diabetic) the chemist does a review every 6 months so why would he have to go to the doctors for one ? I asked to speak to the practice manager but was not put through to her ! I have tried to see the podiatrist for the last 6 months which has gone from “ we don’t have one “ to its private to you need a referral! How do I do that I can’t get an appointment !!!!!

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Responses

Response from The Avicenna Medical Practice 7 years ago
The Avicenna Medical Practice

Submitted on 04/05/2018 at 15:04
Published on nhs.uk at 16:07

Thank you for taking the time to add a response. The new system of triage is working well for the majority of our patients and we are sorry that on this occasion it did not meet your needs. calls are made all day from 8am through to 6.30pm, we explain that we deal with urgent calls first and work our way through the rest throughout the day. We also suggest that patients use other services to assist with their care needs and health living such as pharmacies and self care. We actually called three times today during the morning but we received no answer, unfortunately we cannot assist if the telephone numbers we are given are not answered. having been seen already yesterday the correct care had been given, self care leaflets handed to you and clear instructions of what to do if the symptoms worsened. The medication was given at the appointment yesterday and it was explained that this can take time to work. In regards to the prescriptions checking the request the insulin had not been requested, all the medication on the sheet which had been requested had been ordered, unfortunately new local policies state we cannot order medication without a specific patient request and unfortunately we had not received one for the items in question. Now we have this has been done immediately and is ready for collection as we explained. Unfortunately in regards to the podiatry referral you do not meet the NHS criteria for this to be done, we have advised this and suggested a number of private podiatrists who maybe able to help. unfortunately we simply follow rules and regulations that are set for us and whilst I fully appreciate these don't meet your current heeds and have caused you upset, this is out of our control and we apologise that we could not assist further. I am sorry you have not received the standard of care you expected today, however we always take on board issues and where appropriate will make changes and improvements. We have a patient participation group if you would like to join please call into the practice for further information if you wish, we value all opinions made.

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