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Care Opinion

Poor pharmacy service

Posted By JamAleCop

"Poor pharmacy service"

About: Royal Infirmary of Edinburgh at Little France Royal Infirmary of Edinburgh at Little France / Neurosciences (DCN)

(as the patient),

I was allowed home at the end of September from the Neuro-medical ward at RIE. At 2:00 pm the nurse came in with my discharge letter and took away my medications. I think only one or two of the boxes were not labelled so the pharmacist did not have a big task on their hands. Despite raising that I had a two hour journey home it still took the pharmacist three and a half hours to complete this small task. One of the nurses had informed me that there is usually a four hour turn around time for pharmacy! It was only when I got home that I realised the pharmacist had made an error.

To have to wait for so long for a professional to complete a straightforward task only to discover they had made a significant error is completely unacceptable and I feel this needs urgent improvement by pharmacy management. Thankfully my GP surgery has booked me an urgent review appointment for today to sort out my medication, but this could have been avoided had the pharmacist done their job correctly.

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Responses

Response from Claire Withnell, Patient Experience Officer, Patient Experience Team, NHS Lothian nearly 2 years ago
Claire Withnell
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 06/10/2022 at 16:53
Published on Care Opinion at 16:57

picture of Claire Withnell

Dear JamAleCop,

My name is Claire and I work for the Patient Experience Team at NHS Lothian. I would like to sincerely apologise for the delay in acknowledging your story.

I am so sorry to hear that following your stay in the Neuro-medical ward, RIE, you had experienced this delay in receiving your medication, and also that the prescription you received was incorrect. This must have caused frustration, particularly with the addition of a long journey time until you could arrive home.

In order for us to look into your situation further, please can I ask you to contact the Patient Experience Team with your details. The email address is feedback@nhslothian.scot.nhs.uk or if you would prefer to call, the number is 0131 536 3370. Lines are open Monday to Friday 9am to 2pm.

Kind regards,

Claire Withnell

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