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Davenport House Surgery
2014-04-14
Person
1
5
0
Written by a patient
Written by a patient 14th April 2014
My comment relates to the new online system which i use on a regular basis to order repeat prescriptions. Firstly, as a regular user of the system, i have received no communication to tell me the system was changing and that i would have to re-register for the new system before i was able to use it. Consequently when i have gone to request a repeat prescription (which i obviously will need within the next 48 hours) i have been asked to fill out an online registration form which asks for info i don't have - Patient Id and Registration Token. When i called the surgery, i was told i would have to come into the surgery to register and provide a photo id !!!!! It's Friday today and if i can't get into the surgery today (which will require some reorganisation as i work in London), the earliest i can get into the surgery is Monday which means i will be without a repeat prescription for a further 48 hours. Had the surgery informed me earlier i could have dropped into the surgery at a convenient time and would have been able to use the new online system this morning. It's the age of email and the internet - the old system would have had a record of frequent/all users - did no one think to inform them by email? And then to compund the issue the woman who answered the phone was about has helpful as a chocolate fire guard - she didn't ask whether i was able to get down to the surgery (what if i was immobile) nor did she offer me an alternative solution! Not impressed at all. PS - this form is a pain too - they want the Date of last appointment - Why ???? I can't remember
17th July 2014
Response from Davenport House Surgery
I am sorry you have experienced problems with the new on line prescriptions and appointment booking system. The decision to change systems was not made lightly but is in line with Government policy. We did prominently advertise the change on the website page where prescriptions were ordered for 4 months before making the change over. The new system has many advantages not only for ordering medication: it also allows patients to book, check and cancel their appointments on line. In future it will allow patients to check test results and see their medical history. This ability to see confidential information means that we have a responsibility to ensure we only give access to the patient thus we ask for photo identification. I am not clear why you felt that you needed to put in the date of your last appointment as the form only asks for your full name, address, date of birth and email address. On this form we also ask permission to email and text patients and we use this means of contacting patients once permission is given. I note that you have difficultly coming to surgery but we are open from 7am on all days bar Monday and also the 2nd Saturday of every month. For housebound patients we are happy to sort the system with a relative or carer and post the necessary paperwork directly to the patient. Finally where patients have forgotten to order medication in sufficient time we do offer to a telephone call with a GP so that they do not go without their medication.