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There should be advice as to how to proceed

Posted By Irritated relative

"There should be advice as to how to proceed"

About: University Hospital Wishaw / Medical Oncology

(as a relative),

I am afraid that once again I have concerns about Oncology Pharmacy located in Ward 8.

We were contacted by the Pharmacy to call and uplift a cancer drug prescription but to avoid lunchtime between 1-2pm. Accordingly I called just before 11am to find the pharmacy closed although the lights were on and staff outdoor clothing could be seen hanging up. Assuming the staff were on a tea break I waited and was joined by another person who was also there to uplift a prescription. After 30 minutes, a member of Ward 8 staff asked if they could help. On explaining the situation, they offered to phone the Main Pharmacy. Returned and said someone would be with us shortly. Five minutes later, two members of pharmacy staff arrived. They were profuse in their apologies and explained that Oncology Pharmacy was not always manned and that there should have been a notice to that effect. Also said that on those occasions, someone from the main pharmacy would 'pop up' to see if there was anyone waiting.

I would suggest that this is not really a satisfactory option. If the Oncology Pharmacy is unmanned there should be some advice to members of the public as to how they can proceed further.

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Responses

Response from Lynn Mack, Cancer & Haematology Service Manager, NHS Lanarkshire 4 years ago
Lynn Mack
Cancer & Haematology Service Manager,
NHS Lanarkshire

Submitted on 03/10/2019 at 17:51
Published on Care Opinion at 17:51

picture of Lynn Mack

Dear Irritated relative,

Thank you for taking the time to highlight your concerns once again around the Pharmacy Oncology Service.

I can only apologies that you have yet again experienced an unsatisfactory service when attending to collect your prescription. I have discussed this with the Lead Pharmacist to find out more and have been advised that this was entirely their fault, as the signage to advise members of the public on the position of cover at the times when the department is unmanned had not been displayed.

This was an oversight and the staff have reflected on the impact this has had to those kept waiting with no information available to explain. They have assured that this will not happen again and asked that I pass on their apologies to you, as it was not their intentions to cause any distress or unnecessary waiting.

Please accept my sincere apologies also and thank you for taking the time to give this feedback.

Warmest regards

Lynn

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Irritated relative (a relative)

Thank you for the quick response. This was not intended as a criticism, per se, as I appreciate the pressures that hospital staff have to work under.

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