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Pharmacy is useless and rude staff

Story from nhs.uk

"Pharmacy is useless and rude staff"

About: Northwick Park Hospital

Phoned up to confirm if medicine was ready to pick and they confirmed it was. On arrival, we find out that the medicine was in fact not ready, and had to wait over an hour for them to make it. Waste of our time and ruined our plans for the day. The staff we spoke to on the phone were not helpful either and seem to have an attitude problem. Hire better staff who actually care and want to help!!!

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
We are preparing to make a change
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 07/09/2017 at 12:38
Published on Care Opinion at 14:18

Thank you for this very helpful feedback. I am sorry that it was such a waste of time and cause of frustration.

The head of pharmacy is very keen to make sure this changes quickly. I wonder if you would participate in a video telling us how this made you feel and we could then include it in our planned training. We find it very effective if staff hear the impact of their interactions.

I can quite understand if you do not have the time or wish to do this, but if you are interested please contact the patient experience team on 0208 869 3638 or LNWH-tr.PATIENTEXPERIENCE@nhs.net

In any case please accept our sincere apologies.

Best Wishes

Sue

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