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"non-delivery of drugs"

About: General practices in Greater Glasgow & Clyde

(as a carer),

Despite several days of unnecessary frustration I am writing this in the hope that making a formal complaint can be avoided.

My wife, who is visually severely impaired and unable to walk due to a poorly executed amputation below the knee which is not capable of having a prosthetic fitted rendering her virtually bedridden.

I have been looking after her for some time now and am her husband. 

My wife is using a large of number of prescription drugs which are normally delivered in a dosette box on Mondays by a local Pharmacy, subject to prescriptions issued by the our GP Practice.

The dosette box this week did not arrive as it should have on Monday.

Despite telephone calls to the pharmacy and the Practice there was no resolution as to what had actually happened.

This is now Thursday morning.

The Dosette box with all the drugs except the controlled one, Oxypro, arrived yesterday afternoon after considerable prompting.

We are still awaiting the Oxypro but it has been promised (again) for today, (Thursday): my fingers are crossed!

I have had multiple excuses and unsatisfactory conflicting explanations from the practice and the pharmacy, both blaming each other for their problems.

This is quite a serious matter, with health implications for my wife.

It has also caused me personally a degree of stress which I could do without, as I suffer from Atrial Fibrillation and as yet undiagnosed difficulties in walking and keeping my balance.

I pointed out to the practice that the Oxypro should not be discontinued suddenly as the accompanying leaflet warns of undisclosed side effects.

The person at the practice to whom I mentioned this (not the Practice Manager who is off sick) made very little of it, which I was surprised to hear.

This has left my wofe without her drugs, especially the Oxypro for at least three days now.

I hope, if this finally turns out to be some sort of glitch in the system that this will not happen again and that steps will be taken by both parties to avoid any recurrence.

I have been strung along with excuses and fabrications which have caused long telephone calls and I have been left with a diminished sense of trust in the NHS.

My medical group doesn't accept emails!

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 10/06/2022 at 15:36
Published on Care Opinion at 15:36


picture of Nicole McInally

Dear Tommaa

I am very sorry to hear about the issues you are experiencing with your wife’s prescription and for the frustration this has caused both of you.

As GP’s are independent contractors with a separate feedback and complaints system I would suggest speaking to the Practice Manager to discuss the issues with your wife’s prescription. (GP’s are not registered to respond directly to feedback through Care Opinion and will not see your post).

If you don't feel comfortable contacting the Practice Manager, you can contact the Patient Advice and Support Service (PASS). This is an independent service which provides free and confidential advice to patients about NHS healthcare. The service is provided by the Citizens Advice Bureau. The help line number is 0800 917 2127 and this is the website: www.patientadvicescotland.org.uk

Kind Regards

Nicole

Thank you

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