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Vulnerable elderly patience

Story from nhs.uk

"Vulnerable elderly patience"

About: Craven Road Medical Practice

It's taken more than 6 weeks to deal with a repeat prescription an still not sorted, there's no communication with the hospital doctors an the practise GP, hospital reports/ letters are never taken seriously. As a patients I was told to ring the hospital an sort my own medication out, not given any advise of who to ring or what to do, receptionist will not offer any help or advise it's just a job to them, i find this behaviour unacceptable from individuals who are there to offer a professional service. I rely on this practice for my anti rejection medication that I need in a daily basis just to survive, i feel distressed and unvalued when the people who are supposed to help me through this difficult time treat me in such a inhuman manner. I strongly feel the reseptionst need to be retrained to offer some emphthy and symphathy to volnerable patience such as my self, the receptionists at this practice are rude and uncoroprative which make this process all the more difficult and distressing.

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Responses

Response from Craven Road Medical Practice 8 years ago
Craven Road Medical Practice

Submitted on 12/01/2016 at 13:02
Published on nhs.uk on 19/10/2017 at 10:30

I am sorry to hear that you were upset with the service you received from our Practice.

I can understand your distress as the medication in question is an extremely important anti rejection medication.

Anti-rejection medication, must only be commenced by a specialist in that field, the guidelines in Leeds state that GP’s must not prescribe this medication until formally asked to do so by a specialist.

The specialist must only ask the GP to take over the prescribing once the patient is on a stable dose.

Until the dose is stabilised they continue to issue medication from the hospital.

If we had not received the request from the hospital it would have been unsafe for us to issue medication as we would not be aware of the correct dose and frequency of the medication.

In circumstances such as these we always usually contact the specialist team and request that they issue the medication required and when the patient is stable inform us in writing what medication they are recommending and dose to enable us to continue to supply the medication.

The reason for these strict controls is the specialist nature of the medication and risk of side effects of the medication which needs specialist oversight.

In cases like this we would investigate what had occurred including writing to the relevant hospital department to enable them to review their own process as it is their responsibility to ensure that their patients are issued with medication from them or that they ask the GP to take over providing the medication.

Please accept my apologies for the problems you have had and thank you for raising this learning opportunity for us.

If you would like to contact me directly to discuss this further please do not hesitate to do so.

My email address is lisa.boardman@nhs.net

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