"Very helpful PALS in South East Essex"

I went to my Local Surgery to pick up my repeat prescription. When I asked the receptionist for them I was told that I was not allowed my HRT patches as there was a query as to whether they were necessary, when I protested that I had been told by the incontinence clinic at Southend Hospital that I should keep using them as they help me with my problem (I have had both my womb and ovaries removed and so my own hormones are non-existent and without the patches to replace them I was having real problems).

I have a prolapsed Bowel and Bladder. I was told that the Doctor would have to be asked again, when I asked which Doctor had said no to my request I was given a name I had never heard of, and when I asked for an appointment with my own Doctor I was told that he was on Holiday, and that anyway he was only available two days a week. I asked for an appointment with any Doctor that day and none was available, when I argued I was told that she would call me that afternoon. (This never happened.)

I was really worried and in a real state not knowing what to do, I decided to phone my local PCT at Southend, and I am so glad I did, the young Lady I spoke to was really helpful and recommended that I should look at the PALS website and gave me the website address, from there I was able to find the phone number and I rang them.

The Lady at the other end was so helpful and really seemed to understand my problem, she advised me not to worry, asked me the name and address of my Surgery and Doctor and although she explained that she could not tell me if my own Doctor was now part-time, she gave me the name of the practice manager (I never even knew we had one) told me he was very nice and approachable and that if I had any more problems I should ask to speak to him. This put my mind at rest.

When I went back I was told that my presciption was there for me, with no explanation as to why it had been refused before, so I had a whole day of worry for nothing. So although my Surgery fell short of what I expect in Patient care I have nothing but praise for the PCT and PALS. I just wish more people could be made aware that these bodies exist, they are excellent!