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"Incompetence and disregard for patients"

About: Vesta Road Surgery

I went to see a prescribing nurse at this practice and was given a prescription for a worsening condition. I took it to the chemist only to find that it was written out to another patient. I could not get my prescription and the nurse had left the surgery. I was told she would be in the next day. I phoned the next day - to be told the nurse doesn't work Fridays. Then I was asked to bring back the prescription with no interest from the receptionist as to my own medication. I pointed out to the receptionist that the important point was actually getting my prescription. After much hassle and after I spelt out the medication I was prescribed, I was told my prescription would be sent electronically to my chemist. When I picked it up the next day I found it was a completely different antibiotic for a completely different condition. I was unable to get to anyone at the surgery so spent the weekend with an unsuitable antibiotic. I rang again on Monday and was told they would correct this and it would go through to the doctor who would sign it and send it on. I have gone back to my chemist and there is no prescription. I rang the surgery again and was told the doctor had rejected the prescription because it was 'acute' and I could not have the antibiotic.Nobody rang me to let me know. No explanation as to why a nurse prescribed this and a doctor refused it. My condition has continued to get worse. I tried to get an appointment today but was told one doctor was on holiday and the other was out of the surgery. None of the receptionists ever mention the GP extended service if they don't have an appointment. I have been told now that the next time I can see a doctor is next week. This is a disgraceful way to treat a patient but sadly a typical event in this surgery. Lack of respect for the patient, routine incompetence.

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Responses

Response from Vesta Road Surgery 5 years ago
Vesta Road Surgery
Submitted on 18/08/2018 at 09:22
Published on nhs.uk at 12:05


Thank you for your feedback and for bringing this incident to our attention.

The surgery is very sorry for the inconvenience and upset that has been caused to you.

We trust that the practice manager has been able to deal with your complaint and resolve your issues for you. Please do not hesitate to contact the surgery if there is anything further you would like to discuss.

The practice has raised this complaint as a significant event. We have undergone an internal investigation and discussed learning points as a team to ensure that this incident does not take place again.

We have also talked about the appointment system with the reception staff to remind them to offer alternatives to the patients (e.g. telephone consultations, on the day appointments, extended hours appointments, emergency walk in clinic). And the surgery will make sure a cover doctor is made available as and when required.

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