"Very good doctors, some reception staff give..."

Following a heart attack my husband was discharged from hospital with a letter identifying the medication necessary, one item was only for 2 weeks so I went into the surgery on Friday to order the item and clarify the procedure for setting up repeat medication for all items. The receptionist was unclear as to the procedure for repeats, indicated that I could go either to the chemist or the doctor to set this up and seemed unable to clarify the exact procedure repeatedly saying "do what you want to do". She said my initial prescription would be ready in 48 hours and to collect it Tuesday. Again, she was unsure whether it would be with the doctor or the chemist but as they are situated on opposite sides of the road I decided not to press the matter as I could go to both.

On Tuesday I went firstly to the chemist who have no record at all of my husband as he hasn't been on any medication before. I then went to the doctors where they have my husbands discharge letter from the hospital but no record of the prescription request that I made on Friday.

On this occasion a different receptionist was very helpful saying that the repeat prescriptions would be set up, at the chemists, by the doctors pharmacist on site and that the medication necessary before this weekend will be ready by Friday at the latest. Also she said that the on site pharmacist will call me Tuesday afternoon to clarify everything.

It is very unfortunate that the level of service and knowledge base is dependent on the front line receptionist and that all staff should clearly be trained to the same professional standard and with clear information to reassure patients and relatives.

As a family, we have been with this practice for over 35 years and it's very sad to receive such inconsistent service and see such negative comments from others.

I asked to see the practice manager but they were unavailable and I would therefore welcome a response to this review.