"Listened to my complaint and concerns"

About: General practices in Ayrshire & Arran

(as the patient),

I put up a story previously about the failure of the electronic prescription ordering service where I put my repeat prescription and when I went to pick it up I was told there was no record of the repeat request. Even though I had an email confirmation that it had been sent and a receipt that it had been read. 

I don’t know what happened with the system but it needs to be improved, especially communicating to the patient that it has been processed . Maybe by status updates sent by email or text. IE Status-Read, Status-Processing, Status-Ready For Collection. 

When I got home I called the practice manager and explained the failure and the fact that I have been particularly unwell for the past few weeks. I would like to congratulate and thank her and the other staff members at Kilwinning Medical Practice for going that extra mile for me and getting my prescription processed straight away.  I was called back within 10 minutes as she was not available initially, she listened to my complaint and concerns and processed the prescription while I was on the phone to her and I was able to pick it up immediately. 

Again I just want to thank them for what amounts to great customer service. 


Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Chally2,

I am sorry you had a problem but I am glad it was sorted out for you. I have passed your post to the Practice Manager at KMP so she will see how much her intervention helped. Hopefully the PM will have sorted this with the Pharmacy and there will not be any more issues.

Best wishes,


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