This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Hopeless prescription line

Story from nhs.uk

"Hopeless prescription line"

About: Weaver Vale Practice

Phoned prescription line yesterday to see if items prescribed by hospital consultant had been added to repeat prescription. Told by person answering phone that they hadn't but the consultants letter was there. Said they would speak to doctor and phone me back that afternoon. They didn't.

I phoned this morning at 11 o/clock, got message to say prescription line was busy but don't leave message because they can't return call. Then annoyingly an answerphone came on. Why have an answerphone if messages can't be left?

There isn't a queuing system on this line so I then re-dialled non-stop until 12.05 and still couldn't get through. (My finger is now about one inch shorter than it was). I then had to go out and didn't get until the prescription line had closed. They still haven't phoned me back, I checked and there are no missed calls on my answerphone.

Why promise to call somebody back if they have no intention of doing so.

This is only one incident of many with prescriptions over the last couple of years. A favourite excuse is that they've never had the repeat slip even though I've put them in the box in the surgery myself.

These prescriptions are for heart and diabetic medications.

I have never ever encountered problems like this with any other surgery in my long life.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Weaver Vale Practice 5 years ago
Weaver Vale Practice

Submitted on 01/08/2018 at 09:38
Published on nhs.uk at 12:06

Thank you for taking the time to leave your feedback about your recent experience with Weaver Vale and I am sorry that you have experienced some difficulties.

When a hospital prescribe medication if they think that it is urgent they will provide you will a supply to enable you to commence immediately.

This allows sufficient time for the hospital to write to the practice and doctors to review the request.

The processing of hospital medication can take up to 10 days to process, this is because the doctor needs to ensure that they can safely prescribe this to you and there are no contraindications or interactions with other medication you may be taking.

Once this process has been completed you will be informed by the practice.

Unfortunately we do not have the capacity to ring all patients back which is why we ask patients not to leave a message, however there should be no facility to leave a message and I have asked IT to investigate this and remove the option and I would like to thank you for bringing this to my attention.

I apologise that you did not receive the promised call back however due to you this being an anonymous post

I a unable to investigate this any further but would be happy to discuss this further with you if you would like to contact me.

I am sorry to learn you have not received the service you would expect and apologise for any inconvenience you have been caused.

I would like to thank you for brining this to my attention as we use all comments as a learning tool to help to improve our service to patients.

Dawn

Practice Manager.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k