"Problems with stoma supplies"

About: Adult community services / Stoma prescription service

(as the patient),

As I reached a low number of bags (2 weeks supply) I ordered my prescription via the usual order line that has been put in place by the local services.

I was told that my request would be actioned that same day via first class.

Having left it the usual 48 hours, I went to collect my supplies to find that they weren't ready. The following day, not ready. Finally reaching the last of my supplies (due to unusual bodily function), I went to collect them today (Saturday, 5 days after ordering) I was told they'd still not arrived.

The reason I hesitated using this service is because delays can have serious repercussions as I have found out once again. Having left what I thought was more than adequate notice to get new supplies, I now find myself stuck with no supplies for the next 48 hours. Confidence at an all time low, stress at an all time high and plans ruined.

What's the point of these services if no-one is accountable and the patient is stuck?

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Response from Kerry Hollingworth, Corporate Affairs Officer, The Rotherham NHS Foundation Trust

Dear Lj2013, thank you for your posting on Patient Opinion. We appreciate patient feedback and were concerned to read of the difficulties you recently encountered obtaining your ostomy products.

Your comments have been fed back to the Stoma Prescription Service who would like to speak with you directly about your experience, to enable them to understand what happened and to ensure it does not occur again. If you would be willing to do so, you are invited to contact the Stoma Prescription Service on 01709 423369 to look into this further.

We would like to assure you that the team does take responsibility for the service they deliver; however without knowing the full details of the incident; the service are unable to fully understand what went wrong here. To explain, the service is responsible for issuing prescriptions for stoma and continence products. On contacting the Stoma Prescription Service, they issue the prescription and ask if it is to be posted directly to the service user. Alternatively it can be posted directly to a chemist of choice or an order can be placed with a preferred delivery company on the service user’s behalf, the prescription is then forwarded directly to the delivery company.

Without knowing all of the details, it is not clear if the prescription failed to arrive at the pharmacy or if there was a delay in the products arriving at the pharmacy once the prescription had been received. Whilst the service is responsible for the issuing of the prescriptions, and not for the actual supply of the products, they will always endeavour to assist anyone who is experiencing problems obtaining supplies of products.

Occasionally there is a production problem, which means a delay does occur in products arriving at pharmacies or delivery companies, and whilst this is not actually the responsibility of the service, they have worked with many patients to source products from alternative providers in these kinds of emergencies. If you do not wish to contact the service directly, we would like to reassure you that if you have any difficulties in the future, you can contact the Stoma Prescription Service and they will work with you to ensure that you are not left without the products you need.

With best wishes,


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