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Repeat prescrition request

Posted By giraffepj53

"Repeat prescrition request"

About: Heatherview Medical Ctr.

(as a service user),

Hello

I have been trying without fail to contact surgery via email telephone and the website econsult request since 5th Jan.

I wanted a repeat prescription but system stated I needed to see a GP  even though by prescription attachment stated I had another auto request due.  Having tried to book an appointment via website there were none available, I spent over 45 minitues on 3 different times but never got through.  I requested a call back via the website and was informed I would get a response. I have still heard nothing two days later.  I have not visited the surgery as I understand it is closed unless I have an appointment.

I understand this is not a serious matter and lots of people are suffering with major illness but a simple reply would surely be polite and required. If my medicine was life-giving how would I manage?

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Responses

Response from Heatherview Medical Ctr. 3 years ago
Heatherview Medical Ctr.

Submitted on 22/02/2021 at 14:05
Published on nhs.uk at 15:43

Thank you for taking the time to feedback your concerns in relation to your recent contact with Heatherview Medical Centre. I am very sorry to hear that you were unable to reach the practice via telephone. We recognise that our hold times have increased significantly in light of the current pandemic and do apologise for this.

We endeavour to provide our patients with various online platforms and contact methods (such as e-consultation and our Heatherview Admin email address available on our website) to ensure that you have numerous ways of reaching us.

Please accept my apologies that you were not contacted despite raising an enquiry on our website.

I would be keen to discuss your experience in more detail with you, ensure that you have been provided with your medication and that your repeat prescription is in place correctly - if you could kindly contact me at the surgery on 01202 743678.

Finally, once again thank you for taking the time to review our service, apologies that you have been disappointed. We value all varieties of feedback from our patients as this assists us in ultimately providing outstanding patient care and a more efficient service.

Many thanks - Jen Ward - Practice Manager

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