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Care Opinion

Lack of communication

Posted By Bellr

"Lack of communication"

About: NHS Greater Glasgow & Clyde

(as the patient),

I phoned to see if there was any way to get my repeat prescription any quicker than 48 hours as I had run out of antidepressant (I realised that this is my responsibility).

The person who spoke to me on the phone said that I should have put it in as emergency however I was unaware I could do this. I explained that I had ran out completely and was told I would have to make an appointment and I should have ordered them before now and nothing could be done. While I realise this is my mistake I feel the receptionist could have been more empathetic as this was already a difficult situation for me made worse by lack of medication.

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 6 years ago
Lisa Ramsay
Patient Experience Public Involvement Team Support,
NHS Greater Glasgow & Clyde

I work in a small team within NHS Greater Glasgow & Clyde. Part of the team’s role is to support patients and carers through our feedback systems which will help to improve the services we provide. On Patient Opinion, I support Lorna Gray, Patient Experience Public Involvement Project Manager, and Niall McGrogan, Head of Patient Experience Public Involvement.

Submitted on 17/08/2017 at 14:07
Published on Care Opinion at 16:30

Dear Bellr

Thank you for taking the time to post on Care Opinion. I am sorry to read about your experience with your GP practice, as you say the phone call could have been handled differently by the person you spoke with. GP practices have their own complaints procedures and are separate to NHS Greater Glasgow & Clyde. I would suggest that you contact the Practice Manager to raise your concerns about what happened with them. If you would rather that I do this on your behalf then please let me know.

I hope since sharing your experience, a prescription has been arranged for you.

Best wishes
Lisa

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