"Pharmacy chaos"

About: Lister Hospital

We visited the oncology unit at Lister this morning and, as usual, the staff were very helpful and, unusually, the waiting time for the treatment to be given was quite quick. Any delay is usually due to waiting for the treatment to come from the pharmacy. However, the visit to pharmacy to collect my husband's chemo prescription was chaotic. They may have got the treatment out on time but the pharmacy itself was a nightmare. I queued for 15 minutes to ask if it was ready, with just 2 people in front of me and one of those already being `served`. Whilst queuing others were coming into the pharmacy and standing at 3 separate points to enquire after prescriptions, some of whom had been back 2 or 3 times, and having to queue each time. 1 lady was booking in prescriptions, being asked for advice by other assistants, at the same time as looking for dispensed prescriptions! Basically doing just about everything, apart from dispensing, herself! It was pointed out to her by a rather frustrated man that she was doing everything but achieving nothing. She told me my husband's was dispensed but needed checking, about 20 minutes. I waited patiently, with those who had waited patiently and were now so frustrated they had 'words'. After 40 minutes I queued again, for another 5 minutes. The same lady found the tablets, spoke to the pharmacist as I had been waiting and he said he forgot to call it out! No wonder some were having 'words'! Complete chaos! I hope the refurbishment includes a rethink and refinement of the system cos it's not working at the moment. This is a difficult time as it is, without being surrounded by confusion.

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Response from Lister Hospital

We're very sorry that your experience of the Lister pharmacy's service was not as good as we - and no doubt the pharmacy team - would like. Whilst the fact that the department is undergoing extensive refurbishment at the moment may have been contributing factor is no excuse and we would like our chief pharmacist to have the chance to talk with you about your experience. If you would like us to help with that, please just email us at generalenquiries.enh-tr@nhs.net and we will put you in touch with our chief pharmacist.

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