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"Request for repeat prescription."

About: Lower Clapton Group Practice

(as the patient),

My prescription medicine had run out, so I requested a repeat prescription through Patient Access.  Knowing that it would take at least 48 hrs before I could collect the prescription, I went to the pharmacy and explained the situation.  The pharmacist kindly let me have, two weeks supply 'on account'.   

A few days later my husband was passing the pharmacy and I asked him to pick up the prescription for me.   He was told that there was no medication for me. I asked him if the staff had asked for my date of birth, which I assumed that he had got wrong, so a few days later I returned to the pharmacy myself only to find that my medication had not arrived there.

I went back to Patient Access only to discover that my request for a repeat prescription had been rejected, with no further information or reason why it had been rejected.  I tried to ring the surgery, but got a recorded  message asking me to go on line to ask my GP.

back to the computer I asked why my request had been refused.   Some time later the reply came 'you need to have a blood pressure test and a blood test'.

I went to the surgery and made an appointment.  When I went to the appointment I found that it was for the 'Blood Clinic', where  the blood tests were taken.  I asked the health care worker if they could also take my blood pressure, to which the reply was that this was the blood clinic and I only had a 5 minute appointment so they didn't have time to take my blood Pressure.

I went back to the reception desk, explained the situation and asked if someone could take my blood pressure whilst I was here. The receptionist said No!  I asked if they could make me another appointment for a blood pressure test, explaining that it was important, as I could not get my regular medication until I had this done.   As luck would have it another member of the reception team was passing, who told me that there was a self check machine in an alcove just of the waiting room.

Several days later I received a letter from the practice say in that I should have another blood test in 2 months time, and a referral form had been left for me in reception.

Back to the surgery, where the form was waiting for me, but when I asked if my  prescription could now be collected, as I had had the required tests I was told that I would have to make another request.  This done I asked why I had not been informed  that I needed the tests before my prescription was renewed and was told that a doctor would have texted me.  I  explained that I didn't have a mobile phone and didn't  believe that my landline could receive texts, and was told that a doctor would have phoned me.  I had no such call, nor have I had one subsequently.   Fortunately my second request for a repeat prescription was eventually granted, just before my 'on account' drugs ran out.

Thank Heavens for my local pharmacist!

Responses

Response from Jenifer King, General Practitioner/Partner, Lower Clapton Group Practice

So sorry you had this experience- It sounds very frustrating. Please do email us at lower.claptongp@nhs.net with your details so we can look into what happened. Please do also let us know the best way to contact you so that we can ensure your contact details are up to date.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful