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I have been met with the same negative and rude response

Posted By Aggrived Patient

"I have been met with the same negative and rude response"

About: General practices in Ayrshire & Arran

(as a service user),

I requested items from my repeat prescription through my usual pharmacy who then submitted the request to the GP Surgery (Ballochmyle Medical Group. Mauchline. Ayrshire)

From the 2 items requested only 1 was fulfilled, the practice are unable to explain the error and as the pharmacy issued the medication as an 'emergency' the GP Practice has said that I have received my medication and there is nothing more they will do to find the cause of the issue or keep me informed if they could resolve the issue.

This is the 2nd time the situation has arisen and has been met with the same negative and rude response. This is a basic failure of duty of care.

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Responses

Response from Interim Programme Lead, Governance and Assurance, Primary & Urgent Care, NHS Ayrshire & Arran 5 months ago
NHS Ayrshire & Arran

Submitted on 28/11/2023 at 09:36
Published on Care Opinion at 09:36

Dear Aggrived Patient

I am so sorry to hear of the issues you are facing accessing your routine medication and that you have had such a negative experience when trying to resolve the situation.

In order to help with this, the primary care team can liaise with the pharmacy and GP Practice to make them aware of your comments and ask them to look into this further to try and prevent this happening again. To do this, please can you send an email to HSCPAdmin@east-ayrshire.gov.uk (marked for the attention of Primary Care) providing your details and the name of the pharmacy you requested these items from.

If you wish to remain anonymous, we can feed back your comments to the GP Practice for their awareness and learning.

I really appreciate you taking the time to share your experience and am so very sorry it has not been positive on this occasion.

Best wishes

Marie

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