"Medical team good. Support staff not so good"

I have been with this practice for more than 50 years, and in the last few years the quality of service has definitely declined.

Without exception, the medical staff have always been kind, considerate and professional.

If only I could say the same for the admin. team.

In particular the online prescription request service.

On 24th April 2017, I was given a letter by a consultant in QEHB, requesting that the practice give me a prescription for a specific drug. I took that letter to this practice the same day. It took 5 visits before I eventually got the drug (which the consultant thought I needed) on 19th May 2017. I even had to see a GP before it would be issued. I was even given another person's prescription during this fiasco.

The online prescription request system will not allow you to order what is not necessary. On 29th August this year, I requested the medication that the online system allowed, i.e. needed. On attempting to collect from pharmacist, no prescription had been received. After talking with the receptionist at the practice it was decided that I should try again. That I did on 7th September, only for the same to happen again, when trying to collect on 12th September. This time the practice receptionist told me that I had a large prescription earlier in August, and so some items would not be due, and it was my fault for ordering them. I tried to get the reasoning behind her answer, when their system is the driver for reordering dates. She said she could only help if I told her what drugs I had requested. There were 5 items, of many that are prescribed for me. Of course I don't carry that information in my head. I even asked to speak to a member of the prescription team. That was ignored. In the end I said "Forget it", and walked out in frustration. I returned home, and requested the now increased order. I wait in trepidation to see what will happen.