"Absolute nightmare to contact"

Dear Patient

I am sorry to hear the problems you have had.

Without specific details about this I am unable to investigate this for a full response.

I would however, urge you to ring after 2pm when the lines do tend to be a little quieter.

It is possible that the branch you were contacting had a single member of staff on duty on the desk and was perhaps responding to an in person enquiry from a patient - which we always prioritise over answering the telephone.

We may also have had an emergency situation such as a very ill patient requiring emergency service support.

Prescription requests can be handled in a number of ways in the event that there is a technical issue with one of the online services linked to the practice system (these facilities are never controlled by ourselves and are provided by a third part provider such as the NHS App or Patient Access).

Alternatives include posting or handing in your request on a form, using the white part of your prescription and ticking the items you would like to order or by visiting the branch.

I hope this now answers your queries, alternatively contact the surgery for a more in-depth investigation.