"dissapointed with the service"

Yesterday, the 26th October 2015, I have took my mum to Upton Park  walk- in centre as she was feeling very poor. We were  waiting for an hour and half (which I do understand) to be seen by nurse.

After the  nurse, another nurse checked on my mum, they gave me a "sticky note" with medicine that we should get from the pharmacy.

Everything would be fine if not a fact that one of  the medicine supposed to be proscribed (as the pharmacist said). On my way from pharmacy I've called to walk-in centre and ask for advise what to do. A person on the phone said that I should return  to the walk-in centre and they will issue a proscription. As I've been advised on the phone, I've returned to hospital today and I've explained to a receptionist the situation. They called someone to ask what shall they do in that case. After couple of phone calls they said that they couldn't help me. Unfortunately this is not happening for the first time. Few weeks ago there was similar situation(same nurse person, medicine that should be proscribed was written on "sticky note"), but then they have had issued a proscription with no problem. The main point of this is that the same person done the same mistake twice within couple of months and there is no one to make a complain in the walk-in centre. Very dissapointed...

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Response from Upton Hospital


Thank you for your posting we are sorry that you experienced problems in obtaining a prescription for your mother. I have notified senior staff of this. If you wish to make a complaint, please speak to a member of staff and they will attempt to resolve your concern. If they are unable to do this, then there is information available in leaflet form called ' Learning from experience'which explains the process whereby people can raise concerns; formally if necessary. Please contact me so that we can discuss your experience in greater detail and provide you with a full response. If you would prefer to remain anonymous, you could contact your local Healthwatch organisation for assistance. Details can be found on our website; www.berkshirehealthcare.nhs.uk

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcare NHS Foundation Trust

Tel; 0118 9605027 e mail trevor.lyalle@berkshire.nhs.uk

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