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Patient's time not valued

Story from nhs.uk

"Patient's time not valued"

About: Eversley Medical Centre

I felt that the surgery has no team spirit, they don't communicate among each other very well and not an efficient service in terms of reception side of the surgery and Prescriptions not being issued the right way.

Firstly, when you ring the surgery there is about 15-25minutes wait before they pick up, even if you ring after peek hours.

Normally 2-3 receptionists at the desk but no one picks the phone calls until 15-20minutes wait.

Repeat online prescription was messed up, wasn't sent to my local pharmacy electronically as usual. Had to wait 2 weeks to finally get my meds which is unacceptable. And everytime I rang the surgery to query about the prescription, waited 20minutes to speak to someone who will give me a different story everytime.

I wasted nearly 4hours going back and forth to the pharmacy and ringing the surgery. Had my prescription/meds after 2weeks. This type of service is unacceptable.

I just feel that my time and health is not valued, also when I asked to speak to practice manager about this, I was told she is a busy person, she will not come to the phone and the only way is to write to him/her.

Our time and health is not valued.

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Responses

Response from Eversley Medical Centre 4 years ago
Eversley Medical Centre

Submitted on 11/10/2019 at 13:35
Published on nhs.uk on 13/10/2019 at 19:00

Dear Patient,

I am very sorry to hear that your experience with us has not been to your satisfaction and I thank you for bringing this matter to my attention. I can assure you that the receptionist work very hard and answer the phones consistently throughout the day. We are experiencing a high volume of calls due to the level of patients and complex needs. I do understand your frustration and kindly ask for you to bear with us as we are in the process of recruiting more staff to deal with the volume of calls.

You raised an issue in particular regarding the repeat online prescription process. It’s with regret that you did not get your prescription on time. When any prescription is put through it is forwarded onto the prescription clerk to process and then onto GP for signing. The receptionists are not clinically trained so therefore cannot make a final decision in regards to issuing of a script. We will always try our best to find out what the issue is regarding your script but this may take a while as the GP may not always be available straight away. We do have a prescription clerk who is responsible for dealing with prescription request; Jill is here daily from 8am -2pm. Any queries can be put on her call list if calling before 12.30 and she will give you a call back before the end of her shift to sort out any issues you may be having. When she is not available any queries can be forwarded onto the duty doctor if deemed urgent. We do value your time and take the health needs of all our patients very seriously. We hope to improve our waiting times and your patient experience. Once again I would like to apologise for your experience and thank you for your valuable feedback.

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