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Unhelpful reception.

Story from nhs.uk

"Unhelpful reception."

About: The Lawson Practice

This review is not about my experience but my son's. He rang the surgery to ask for a prescription as he was not aware that you could no longer have it sent directly to the chemist. He was told he must order on line. My son has mental health issues, and the indifferent way he was spoken to, unbelievable.He doesn't have access to a computer, let alone know how to use one. He was then told to come to surgery, when he explained that he couldn't as he has difficulty walking the receptionist told him that if 80 year olds can do it, so could he.I was furious. I rang the surgery myself, fortunately, I was lucky , I manage to speak to someone with some empathy. What makes these people think that everyone has access to a computer or indeed, be able to use one. I have been a patient with The Lawson Practice for years and have nothing but praise for the GP's but some of the new receptionist, I wouldn't give them the time of day,they are condescending and downright rude.

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Responses

Response from Uzo Chukwunonye, Deputy Practice Manager, The Lawson Practice, The Lawson Practice nearly 2 years ago
Uzo Chukwunonye
Deputy Practice Manager, The Lawson Practice,
The Lawson Practice

Submitted on 16/05/2022 at 14:09
Published on Care Opinion at 14:59

picture of Uzo Chukwunonye

Thank you for letting us know about this experience. I am sorry for the difficulties your son faced while trying to order his prescriptions.

There are several ways prescriptions can be requested, some of which do not require online access or coming to the practice.

I would like to investigate your feedback to make sure your son can order his prescriptions in a suitable way and to investigate the inappropriate comments made to your son.

To do this, I need to know who you are so please contact the surgery and ask to speak to the Deputy Practice Manager.

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Response from Deborah Colvin, GP, The Lawson Practice, The Lawson Practice nearly 2 years ago
Deborah Colvin
GP, The Lawson Practice,
The Lawson Practice

Submitted on 16/05/2022 at 14:11
Published on Care Opinion at 14:59

I am really sorry your son had this experience and I agree it is not acceptable. I am surprised though as our receptionists all understand that the computer is not the solution for everyone, something we are very aware of. In order to keep the phone lines from getting even busier than they are, we do ask people not to telephone for prescriptions and have a range of options available to use instead of telephoning. We have discussed that fact many times as a team that not everyone can access or can use a computer or wants to use one and that people should not suffer because of that. We make arrangements for people who have difficulty ordering their prescriptions for good reasons and again, I am so sorry that this happened. If you wanted to let me know personally your son's name I can look in to this and see what we can do to prevent it happening again.

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