"Listened to my complaint and concerns"

I put up a story previously about the failure of the electronic prescription ordering service where I put my repeat prescription and when I went to pick it up I was told there was no record of the repeat request. Even though I had an email confirmation that it had been sent and a receipt that it had been read. 

I don’t know what happened with the system but it needs to be improved, especially communicating to the patient that it has been processed . Maybe by status updates sent by email or text. IE Status-Read, Status-Processing, Status-Ready For Collection. 

When I got home I called the practice manager and explained the failure and the fact that I have been particularly unwell for the past few weeks. I would like to congratulate and thank her and the other staff members at Kilwinning Medical Practice for going that extra mile for me and getting my prescription processed straight away.  I was called back within 10 minutes as she was not available initially, she listened to my complaint and concerns and processed the prescription while I was on the phone to her and I was able to pick it up immediately. 

Again I just want to thank them for what amounts to great customer service.