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Absolutely angry and upset

Story from nhs.uk

"Absolutely angry and upset"

About: Grenoside Surgery

I have been under grenoside surgery for many years now and have a long term health condition which has affected me since the age of 5. I am limited to hours i can ring for my prescription which means i sometimes have to phone when the prescription line is shut due to the limited time i have as i work for the health service. I rang this morning i was polite as always i was greated by a receptionist who was more than upset to hear from me i had an emotional distress from this telephone call she was incredibly rude and disrespectful towards me i also wanted to add something to my prescription but felt any longer on the phone to her i would have angered her more and i was growing incredibly anxious due to this i understand the prescription line has a time slot but i also think leniency should be given to those who like myself struggle with time. I am wanting to put this in writing to make everyone aware of the upset i experienced that i should have never felt.

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Responses

Response from Grenoside Surgery 3 years ago
Grenoside Surgery

Submitted on 06/10/2020 at 10:26
Published on nhs.uk on 07/10/2020 at 09:15

The surgery always responds to comments and concerns in as positive manner as possible. Ideally this would be via an individual response but this is not possible when the comments are anonymous.

Grenoside Surgery is, like all surgeries, experiencing unprecedented telephone activity in these pandemic times as patients call the surgery rather than actually attend in person.

In order to maximise our ability to deal with urgent on the day clinical issues we have taken the decision not to open the prescription ordering line until 10.30 a.m. The period from 8.30 a.m. to 10.30 a.m. is the busiest of the day and prescription requests can take up to five times longer to deal with than a request to have a GP call a patient back.

We will always attempt to be flexible if we are able and where there is a genuine reason for the call outside the normal times but in this case I am unable to give a response given the anonymity of the patient.

I am sorry if the receptionist came over in a tone that caused distress as this is never our intension at any time.

In these current times we are encouraging patients to request on-line access which allows prescriptions to be booked 24 hours per day and the voice message on the prescription line encourages all callers to request this form is sent to the patient in order to be registered for on-line services.

I would obviously encourage the patient in question to contact me if required by e-mail at chris.stocks@nhs.net

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