This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Very mixed feelings but failing where it's…

Story from nhs.uk

"Very mixed feelings but failing where it's…"

About: Avenham Lane Practice

Can i stress as a new patient with this surgery i had up to this point been impressed with the friendliness and efficiency of the practice as i registered and switched the nhs app over.

I have quite a complex medication order with multiple items which given the NHS will only give them to you monthly these days it's critical when i order them they are processed in a reasonable timescale.

I ordered my medication on the 12th August via the NHS App And it was later marked as approved, i have made three trips snd two calls to my nominated chemist each time being told that the prescription hadn't been sent over.

Today i rang the GP speaking to the receptionist who was arguing with me that i had last ordered medication in july, i stated i had it marked as approved by my GP on the App but she insisted it was last ordered in july from my previous GP.

As a way forward she offered to sort it out fir me "just this once" implying the error was mine and i hadn't ordered my medication rather than a cock up within the surgery where a receptionist hadn't sent my prescription to the chemist. At this moment i'm absolutely incensed and putting together a formal complaint which would go to the head of practice if they didn't hide behind impenetrable walls of secrecy so i'm left with a complaint to NHS England which i'm sure will cascade down.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Avenham Lane Practice 2 years ago
Avenham Lane Practice

Submitted on 23/08/2021 at 12:17
Published on nhs.uk at 19:59

I would like to thank you for your opening comments about the service you have received at the Practice, but I am concerned that you felt the need to comment on the failure of your prescription not being processed in a timely manner. I can only state that in the past several weeks we have had issues with our computer system and a county wide update, this may have affected your prescription request. If you would like to contact me directly I can look into the matter further and investigate to ensure you have an answer and it does not happen again. I have taken your comment about the receptionist stating "just this once" and will take this forward as a Learning Point with the whole admin and reception team. You can always ring and ask to be contacted by myself and I will always endeavour to call any patient back.

Yours sincerely

Kathryn Wild

Practice Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k