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The Hawthorns
2015-04-27
Person
3
5
0
Written by a carer
Written by a carer 27th April 2015
Repeat prescriotionfor regular medication for a family member, including anti depressants and sleeping pills, sent withSAE. Arrived at surgery 20 April. Prescription written 23April ( they take 3 days to do repeat prescriptions), then put out for collection, with SAE tucked inside. I had to take time off work to go to surgery to chase it on 27th April. Receptionist found it easily. No idea how long they would have ignored it if I had not chased. Patient can't use the phone. I now have to send in a complaint by post. No email or prepared form. Dangerous delay on part of surgery.
I suggest the surgery use the SAE provided, and when filing prescriptions for personal collection, use common sense if there is an SAE and note from patient asking for prescription to be posted. Also email for complaints, as all other communications these days are by email . Deliberately off putting?
5th May 2015
Response from The Hawthorns
I apologise profusely for what happened with the prescription with the SAE. I was advised about this issue and we are now marking any prescription requests with a brighly coloured pen, as by the time yours was converted from a requested to a prescription and reached the GP the envelope was turned around and not noticed when it came back out to reception. This should ensure the GP sees and notes that there is an SAE with the prescription request - as they normally have between 100 - 150 prescriptions each to check and sign each day. As for an e-mail for complaints. All written communication (complaints, suggestions) which comes in on our precription e-mail address, and isn't a prescription request will be passed on to myself, the Practice Manager for investigation. I will try and see if our website administrator can put a form onto our website which could be downloaded and sent on to me. Again, apologies for our error. We do truly try and do all to our best ability, but mistakes do happen, and I'm very sorry that it happened to you.