Lloyds Opd Cambridge Uni Hospitals

Opd Cambridge Uni Hospitals 2012-09-24 Person 1 5 0

During the appointment with the specialist I explained the problems I had 28 days ago as Lloyds staff rudely told me the prescription was on white script paper & it should be green, I got the script changed walking in total 1 & 1/3rd miles. To prevent this error occurring again the Dr made calls to check the correct script colour and wrote on prescription on a GREEN pad. I walked the 1/3 of mile to Lloyds abandoning my husband who is currently a cancer patient on chemo & diabetic. On handing over the prescription the Lloyds assistant told me the script was on the wrong colour paper (De ja vous) I explained that the Dr had checked by phone prior to writing the prescription I gave her the Dr's name and clinic info. I suggested that surely it would be good customer service to ring the clinic to check. Lloyds assistant told me to calm down I explained that I was perfectly calm thank you She told me to sit down I advised her that I did not want to sit down she went to the rear of the pharmacy, to chat with her colleagues She asked me for the Dr's contact number I replied I do not know as I do not work here surely that is information that she has access to, I am a customer & cannot be expected to know internal contact numbers. She returned to me and said she had paged the Dr and was waiting for him to ring the pharmacy Again she TOLD me to sit down Again I explained that I did not want to sit down She then told me I was blocking the counter and the space was needed for other customers. I looked around and pointed out to her that there were no other customers but rest assure that should the situation arise I would not be in the way. I asked the assistant what the problem was She said that green prescription pads are used for outpatients only I explained that it was for an outpatient & written on a green prescription pad and I was at the outpatients pharmacy. She said its difficult to explain Why don't you try it, I asked She told me to calm down I pointed out again that I was perfectly calm thanks but suggested she gets her manager She told me that I would be better off sitting down as it would be a long time I pointed out to her that I am perfectly capable of judging when I need to sit and when I need to stand and for the time being I would rather stand thank you I then spotted the Lloyds pharmacy Survey Form I was happily filling in the form when as if by magic the manager appeared We went through my Customer Journey that I had experienced so far. The manager said I should sit down................... I asked him why all Lloyds staff think that I would be better off sitting down and as I am quite capable of knowing when I need to sit. I asked him how when my prescription was on white paper it was wrong 28 days ago and now here we are again with prescription on green paper and it is still incorrect, even after the Dr seeked advise as to the correct colour paper. The manager told me that the prescription could be used anywhere, he mentioned Boots and various other pharmacies, (not good for PR) I explained that my husband, the patient was taking part in a drug trial and we were told that the drug could only be obtained from within the hospital The manager looked a little dismayed Not one person had taken the time to check what drugs the prescription was for. The manager then said he was going to resolve the situation but that he wanted to investigate who the Dr had spoken to when he made the calls re the correct colour script pad query, I pointed out that this is probably quite important to somebody somewhere within the hospital but right now I was more concerned that I was still waiting for drugs prescribed to my husband, the patient, who had Chemotherapy on thursday and friday last week, who is also diabetic and whom was not strong enough to walk the 1/3 rd of a mile to the pharmacy, who is also overdue for his lunch and his lunch time medication whilst I was still waiting for the drugs as per the prescription. The Manager gave me the drugs I thanked him for finally using his common sense. Well Lloyds I am appalled that this is how you treat your customers and quite frankly the assistant who "served" me lacks manners, empathy, understanding, her customer service skills are non existent a long way from your website statement:- Lloyds pharmacy is committed to ‘healthcare for life’ and our vision is to be a great healthcare brand. Our customers are our main focus and we endeavour to provide them with exceptional service and healthcare I would like to hope that the assistant was having a "bad day" but I hope that Lloyds will take this feedback in the spirit in which it is meant and hopefully the feedback will help this branch of LLOYDS to improve in their customer service, the assistant needs to put herself in the customers shoes i.e. would she accept such disgraceful service and rudeness from a shop assistant, I doubt it And neither will I.

Opd Cambridge Uni Hospitals 2012-09-21 Person 5 5 0

A polite and efficient service was received despite the busyness of the pharmacy.