"Systems rather than people"

I have been using Lloyds Pharmaxy Clinical Homecare since 2015. Initially it was fine but in recent years (pre-Covic pandemic - so not to blame for the terrible service) the company is only concerned with the contract rather than the people who use their service. They are run by inefficient services that do not communicate with each other nor the customers. The latest debacle happened as they had sent 3 presciprition requests to the hosptial pharmacy and as they all 'failed to respond' the company was waiting for the customer to contact them. They hadn't considered that that customer had no idea that there was a problem and when I suggested that it would be helpful if at the 2nd or 3rd failed respose, an email was sent to the customer alerting them to the problem, I was told that while this was a good idea, it wasn't possible as they are only deailing with the contract. Makes no sense. Every 3 months I am having to ring either the delivery team or the nursing team to sort out some problem or other. How they can even begin to consider they are offering a service for which they get paid, I have no idea. Please can the contract with this provider be reviewed, particularly in light of the other reviews I have read on this site - I am not alone. People requiring the medications provided are likely to not be in the best of health and therefore they should be entitled to a smooth and efficient service to provide their medication and nursing care and not have to spend hours on the phone chasing something which has been paid for by te NHS. Is this really a good use of limited NHS funds?