"Not satisfactory experience"

I am the carer for my 91-year-old uncle who is a patient with the Lewis Practice, Westminister Avenue, Holywood Arches Health Centre.

I requested a script for insulin to be added to his weekly delivery of medication, this was on the 31-10-22, this was not added on to his delivery on 2-11-22. No problem, he still had enough for another week. On Friday 4-11-22, I checked that the insulin was added to next week's delivery, and was told by the practice it had been done. 9-11-22, and still no insulin, the pharmacy checked, and it had NOT been sent down.

My sister had to call to the practice, as we could not get through on the phone, they could not understand what had happened. The receptionist asked my sister if she would take it down to Boots pharmacy. She declined and told them to get it sorted.

This is NOT satisfactory as trying to get through on the phone can take ages, and a simple add on takes nearly two weeks and has to be chased, other things are also not taken care of, paper work NOT sent down to the nurse's station, and patients or carers have to go to the practice on the 3rd floor, collect the file and bring it to the nurse's station.

When an appointment is made with the practice nurse, they are not told by the same receptionist that their patients are there, we sat for 10-15 minutes until the nurse came out to see if they had any more patients. 

This is not satisfactory and very upsetting for everybody, especially for a very elderly gentleman who get anxious and upset very easily and has to be constantly reassured he is not a bother, it is someone who cannot do their job.