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Bad service

Story from nhs.uk

"Bad service"

About: The Springhead Medical Centre

ordered two things on repeat prescription only one given told I didn’t ask for both when they are both clearly on the email sent another email still no prescription for medication that you have to be weaned off not just stop taking, I still need it not that I’m been weaned off it !!! Get your act together and give the receptionists some customer service training.

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Responses

Response from The Springhead Medical Centre 7 years ago
The Springhead Medical Centre

Submitted on 06/08/2018 at 13:42
Published on nhs.uk at 14:06

Sorry to hear that things have not gone well for you.

Unfortunately as you have done this anonymously it is very difficult for us to investigate and get to the root of what has gone wrong. If you would like to formally complain about what has happened we can investigate fully and then respond properly.

Without knowing details we will have to make some assumptions about what has happened and apologise in advance if we get something wrong.

Requesting prescriptions via email can cause some confusion. Our prescribing staff can only give you what you have authorised as a repeat medication by the GP. If you ask for things that are not "repeat" medication our Admin staff cannot process these for you and have to ask the GP to do it for you.

This is why we would rather you ordered your repeat medication via SystmOnline which is a much safer way of ordering medication as it only lists the medications your GP has authorised as a repeat medication. If you have not registered for SystmOnline can we encourage you to do so.

As you may know we are allowed to close the practice regularly for training events. We are pleased to advise you that the topic for 19 September 2018 is "Customer Care Training"

Springhead Medical Centre

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