"Pain Relief Prescription Farce"

Unexpected changes in a medical condition led to greatly increased pain and resulted in using more of a specific POM painkiller than I had packed, even though I had packed double than I would normally use.

As I had only a couple of days meds left, I rang Chelston Hall Surgery (Torquay),  as I had temporarily registered there. After a 20 minute wait to get through to reception,  I explained that I needed a prescription for more pain relief.  I was advised by the receptionist that I needed to contact my permanent surgery 600 miles away, with the details of a prescribing chemist in my temporary residence. 

And thus the FARCE began - because I was not allowed to consult with a doctor about it, obviously due to the GPs strict Gate Keeping Policy within that Practice. It is obviously not a matter for a GP at this practice that a person is in severe pain and had to use more POM pain meds than expected.  They obviously do not deal with such matters.

I rang my permanent surgery.  They said the temporary surgery should sort it. This was also due to the type of painkiller needed.  I explained that  I had been there and done that.

Out of desperation, I rang a Pharmacy to see if they could help. I spoke to the pharmacist (a locum I think) on duty there,  he advised contacting the Surgeries and then they could contact the Pharmacy with details.  I explained I had been there and done that and was at the stage of banging my head on a brick wall.

The pharmacist very kindly took down the details of both surgeries and advised me to ring him back after 15 minutes.  On re-calling him, he had spoken with both surgeries.  The permanent surgery had said they would send details of my medications to the temporary surgery and then I should contact Chelston Hall for a prescription later.

Thank you to the Superdrug Pharmacist on duty that day.  It was not his job to sort this out and yet he bothered to try and get things moving.

After some time, I rang the Chelston Hall Prescription team who informed me that they could not do anything.

I rang the Chelston Hall appointments line again.  I asked for a GP telephone consultation.  There were no appointments for days! I was advised to get the permanent surgery to email a prescription to a Pharmacy.  I explained I had been there and done that.  I said that I would get a better outcome if I waited until after hours and contacted 111 as I had enough of this.  The Chelston Hall staff member said to leave it with them and they would look into things.  I was advised  to ring the Chelston Hall Prescription Line between 2 and 3pm and if no joy then to ring Chelston Hall Enquiry line again.

I waited and then rang the Prescription line but there was nothing there for me. I would have to wait for a Chelston Hall Pharmacist to ring me.  Apparently, 5 pages of information about me was sent from the permanent practice, whether it mentioned anything about medications remained unclear.

I waited until 4pm and then got fed up waiting for a CH Pharmacist to ring.  I rang the CH general enquiry line four times to no avail so rang  the CH Appointments line again.  Eventually I got put through to a Pharmacist and had to repeat everything from the start.  It would seem this so called 5 pages of medical information sent had no effect what so ever. 

The Pharmacist said that they would need to discuss matters with a GP and that I should wait for a return call.   I was eventually informed that I would get a prescription for the pain meds which I picked up the next day.  The Pharmacist himself was very helpful.

In my opinion, what an example of a GP Gatekeeping joke.  What a waste of resources especially mine with the whole fiasco lasting over a working day, over 10 phone calls made and 90 minutes of phone time.

I know that GPs are trying to reduce the need to have direct contact with people.  However,  surely the above demonstrates that it would have been more productive and better use of resources for all involved, if a (phone) consultation had been allowed in the first place.   The irony in the end, the Pharmacist had to see a GP and use their precious time - well I could have used the same amount of time right at the beginning.

Unfortunately, we are limited in our choices of GP surgeries in Torquay due to the mass amalgamations of small practices.  I dread the day when I have to permanently register at this Service, I have little confidence in their provision and respect for patients.  I feel it is very unlikely that Chelston Hall will issue any response to this feedback, as they tend not to do that with either positive or negative feedback posted but at least I have been able to express my frustration which is helpful.