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Can it get any worse

Story from nhs.uk

"Can it get any worse"

About: Bath Lodge Practice

Today this afternoon 14th June, 18 mins waiting to get through to the treatment room ,re blood INR results , the young lady in main reception cut in on two occasions apologizing for the daily, on the second occasion she asked for my mobile number, in order that i would be called back.

Two weeks ago exactly the same problem, finally that same very helpful young receptionist in main reception, ran round into the treatment room , and requested that my call be answered .

Several weeks ago I dropped in my repeat prescription form , it took three visits , four phone calls before my requirements were met, why did it take several prescriptions over a period of two weeks to complete my prescription requirements.

During my last visit re the latter,I asked to see the practice manager, to be informed, as I had also during a previous cause for complaint, sorry she is at a meeting .

I have been a patient at bath lodge for 74 years, and there is something seriously wrong with the way this practice is performing. Today I saw a notice at the surgery, stating that we can no longer ORDER REPEAT PRESCRIPTIONS BY PHONE. Need I say more

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Responses

Response from Bath Lodge Practice 5 years ago
Bath Lodge Practice

Submitted on 15/06/2018 at 08:56
Published on nhs.uk at 10:05

Dear Patient, thank you for your comments. I must apologies for the experience you have had, and can assure you that I will be looking into the delay in answering your calls. I have recently installed a new telephone system, so this should not be happening. I am pleased that my receptionist assisted you, and I will pass your comments on to her. With regards to your prescription, have you tried our patient access, obviously you will have to register with the Practice, but this easily done, by bringing in some photo identification and address details, this takes a few moments to register you can then can order your repeat prescriptions, view your medical records, and make appointments www.patient.emisaccess.co.uk We can also nominate a pharmacy of your choice for your repeat prescription to go electronically so there is no need to drop off or pick up your prescription.

With regards to the repeat prescription line, we have made a decision to close this line for safety reasons and to reduce errors. From the 1st July, 2018 Please call your pharmacy, bring in a paper request or as I said previously register for online access or order your repeat prescriptions.

As the

Practice Manager, I do have to attend meetings, this is unavoidable, but I do operate an open door policy for all our patients, so please do not hesitate to make yourself known to me if you have any further issues.

Again I would like to thank you for your comments, and I can assure you I will investigate your issues.

Best Wishes

Jill Webb

Practice Manager

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