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Poor practice

Story from nhs.uk

"Poor practice"

About: Debenham Group Practice

There are a few thing actually.

1, i joined debenham surgery because that is the surgery nearest to me but when i want to seek medical help i get sent to otley or grundisbugh which is quite far from me.

2, i had a medication review before Christmas & im asthmatic the asthma nurse told me im only allowed 2 inhalers a year.

3, the gp changed my hrt because I was still suffering hot flushes, the new hrt gave me bad migrains & bad periods as i also suffer with endometriosis so suffered tremendously, i went to see a doctor in march & asked to go back to my old hrt because id rather suffer with hot flushes than migraines & constant periods, the doctor changed my prescription, when i went to put my repeat prescription in at debenham then pick the medication up a week later they didnt give my hrt, i called them but they said they would check it out & get back to me but they never got back to me, last week 17/5/21 i posted my repeat prescription, that afternoon the dispensary called me to say ive already been given a 6 month supply back in march, i explained i didnt get them but they said it shows on their system that ive had them, i explained back in march i seen a gp at otley & they changed my prescription, the dispensary called otley & told me they are at otley, i dont have any transport so they said they would get them over to debenham, today 24/5/21 i got my medication & when i got home i looked & no hrt, i called the dispensary & the member of staff i spoke to was very abrupt & told me the hrt was still at otley, they said they dont know when they will get them to debenham, i have been without hrt now for 2 months, my head is a mess, i cant sleep but they just dont seem to care so i am now taking this matter to the cqc & im going to change surgerys, why do the staff at debenham treat people like we are a burden to them, like we're in the wrong.

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Responses

Response from Debenham Group Practice 2 years ago
Debenham Group Practice

Submitted on 26/05/2021 at 09:33
Published on nhs.uk at 20:14

We are sorry to hear of the problems that you have experienced and with your dissatisfaction with the level of service you feel you have received. In order that we can deal with matters in detail, could we please ask that you contact the surgery directly as we do not feel that it is appropriate to discuss certain details via the NHS website.

Debenham Group Practice is a three site GP surgery, and during the pandemic we have had to rationalise our services. One of the main impacts of this being that our Otley surgery has temporarily become the main site and has meant that due to our rural location and large catchment area, some patients have had to travel further for their appointments - but this has enabled us to continue to provide the safest possible levels of care to our patients throughout the pandemic.

With specific regard to your HRT medication, this had been available for your collection at Otley for several weeks. Following your recent request to collect it from Debenham, while we arranged for this to be done, it wasn’t then put together with your other medication, so we apologise for this error. Our dispensary team have tried to contact you by phone to offer to deliver this to your home address, but there was no answer.

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