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Terrible front desk services

Story from nhs.uk

"Terrible front desk services"

About: Ico Health Group

I went to ordered a Betamethasone cream 10 days ago and was asked to pick up the cream from the pharmacy after 2 days.

My son went to the pharmacy after 8 days and was told the clinic haven’t ordered it.

I went to the clinic today and was told the policy had been changed again that only consultant could prescribe the cream.

I asked the receptionist why she didn’t tell me at the time I ordered the cream so I would have made a GP appointment for referral to see a consultant.

The receptionist told me her practice had got 13,000 people to serve and was not possible to tell the individual of the change even that would only take her 2 minutes.

As that was the fifth time the similar incident have happened to me and my son, I have no other choice but to bring this to the attention of the group administrator and the wider public.

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Responses

Response from Ico Health Group 4 years ago
Ico Health Group

Submitted on 08/04/2020 at 16:52
Published on nhs.uk on 09/04/2020 at 11:36

Thank you for your feedback - I would to reassure you that I have passed your prescription response over to the reception team for improved learning and would like to personally apologise to you for the recent treatment you have received. You can now request your prescription online via our website at www.icohealthgroup.co.uk.

Sadly, not all of the receptionists are aware of which medicines are solely prescribed by the consultant or which can be prescribed by the GP. The receptionists have to send a message through to the GP and await feedback from the GP as to whether they can issue for the GP to sign. I can only apologise for our delayed notification.

I would be happy to discuss this further, feel free to contact me on 02036402090.

Kindest Regards

Practice Manager - ICO Health Group

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