"Left feeling very upset through no fault of my own"

About: Adult community services / Stoma prescription service

(as a service user),

When I phone for my prescription order, it is always an answer machine, although they do call me back quite quickly. Always polite and enquire about well being.

My only complaint is that when this service took over my prescription from my doctor, they removed an item of my prescription without discussing with myself and I was told I didn't need it.

I have had this item since 1996 and left feeling very upset through no fault of my own. I didn't ask for this illness and I need this item all the time.

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Responses

Response from Kerry Hollingworth, Corporate Affairs Officer, The Rotherham NHS Foundation Trust We are preparing to make a change

Dear Toy826, thank you for your posting on Patient Opinion, we really appreciate your feedback on the Stoma Prescription Service.

We do appreciate how frustrating it can be to hear an answer phone message. Unfortunately the telephones are always busy as we have almost 2,000 people who use our service. However we are currently reviewing the way we organise the workload and we hope to implement an overflow telephone line enabling the team to pick up more calls.

With regard to an item being removed from your prescription; as patients were registered to the service, prescriptions were reviewed which resulted in some items being added and removed from prescriptions according to clinical need. However, prescription changes should only have occurred during consultation with the patient in the form of a telephone call or face to face review. If this wasn’t your experience, we sincerely apologise. If you would like to discuss this further please contact the service on 01709 423517 or speak to your stoma care nurse who would be happy to discuss this with you.

With best wishes,

Kerry

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