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The Arundel Surgery 2023-07-27 Person 2 5 0

I rang Arundel Surgery on Tuesday 25th July to ask why my medication had not been issued by the pharmacy despite requesting it on 13th July. I had been given no indication that there was a problem issuing this by the repeat prescription team. I only knew there was a potential problem when I went to collect it a week and a half later and was told it wasn’t there. The lady I spoke to on reception at Arundel Surgery on 25th July gave medical opinions and made judgements that she was not qualified to give regarding my medication dosage using terms such as ‘OD’ and telling me that I shouldn’t have been taking the daily dose amount that I have been on for years as I had been prescribed less. The amount of which she got wrong. She also would not allow me to speak to a doctor when I asked to be put on your phone call list, saying that there was no reason for an appointment to be booked. Instead I was advised that my medication request would have to be investigated. I explained that I was 37 weeks pregnant and was about to run out of medication and could not be without it. Although advised I wouldn’t be left without medication, I was given no timeframe by which this investigation would be resolved.

I was very distressed by the lack of compassion, lack of clear information and refusal to allow me to talk to a doctor by one of your reception team members. I was made to feel as though I had done something wrong and did not feel listened to or supported at a time where I feel very vulnerable due to the impending birth of my baby. I am not a number to get through as quickly as possible with generic responses provided. I am a human being with feelings. May I suggest that staff are advised to remember this and also instructed not to pass judgement about medication or to refuse requests to speak to a doctor. It was actually deemed by my doctor a necessary thing to call me later on.