"Surely a common sense approach should prevail"

Hi,

I am not surprised the NHS and Kilwinning Medical Practice seem to be "buckling under pressure"

I called today was kept on hold on first call, I followed the automated response to the letter spoke to a receptionist who then cut me off when transferring the call so called again, and finally got put through.

This was a follow up call to a simple request I'd made yesterday.

I explained on BOTH days to the person answering the phone that my son is recovering from a recent spelenectomy operation & was advised post op, by the medical team to take folic acid daily.

He's had numereous days off recently as keeps continually catching colds etc and found out yesterday (he informed me) that he had not taken his folic acid (liquid form) for the past week, as the smell and taste makes him feel sick. So asked the receptionist at Kilwinning Medical Practice if his prescritption (which we order on repeat via the prescription hotline) if it could be changed from liquid to tablet form.

I was advised yesterday that a message and request for this would be sent to the doctor and to call back today - which i did at 1pm. 

The receptionist on "prescriptions" who I spoke with today informed me that the doctor hadn't read my message yet and to call back after 4pm. 

However I have back to back meetings today and kept my lunch hour free to call them back today, I explained I'm not sure how long my meetings would run on for or,  if they would be finished. Or if I would have a phone reception as I'm out and about at meetings. 

So I requested the doctor call me but the receptionist told me that would take two weeks, (even though this surely is an emergency (they were adamant I can't get a call from the doc that I must call back after 4pm) so I requested that the doctor simply send me a quick email to tell me this is OK so I can put in a request via the repeat prescription hotline and order the repeat prescription.

I feel that the receptionist was not listening, it's as if they are reading from a manual that I'm talking to a robot,  said they couldn't call me back as they were leaving at 3pm and the person who hands over the shift wouldn't know to call me... However I asked if the doctor could call to tell me or email..

So something that takes two secs, surely if the doc is reading this on a computer screen it would take two secs to email me if this request was A-OK.

Don't see why this is such a big issue for Kilwinning Medical Practice. Surely they are making life difficult for all concerned by reading from a manual and working to protocol - receptionist informed me it is NOT protocol for a doctor to email.

I have other doctors in NHS Ayrshire and Arran email.. What's the big issue with Kilwinning Medical Practice. Unnecessary hassle all-round work for no reason.

I am also concerned that today is Friday if I don't have a mobile phone reception where I am attending my meetings -  It will have to wait until Monday!

They have placed the onus on me, despite the fact I have called back as advised yeserday and as they are closed at the weekend, what am I supposed to do here?! 

Surely a common sense approach should prevail! each receptionist should use their initiative and listen to concerns. NOT read from protocol (which is out-dated and should move with the times, it needs to improve in this day and age of digital technology) why not send an email. It's not sensitive data so I don't see what the big issue here is whatsoever.