"Why change how I get my repeat prescription?"

About: Rotherham PCT / Continence service

(as the patient),

I am a patient who has cauda equina syndrome and have to catheterise myself at least 5 times a day. I was quite content with my repeat prescription and felt that, because my Doctor is quite near, should I require the catheters earlier it wasn't a problem.

Then I had to start phoning a clinic further away from where I live every time I need a prescription which was very stressful, I have to have the prescription at least 3 days before I need it so that the chemist can get what I need.

Now I have to phone for the catheters 1 week before so that my wife can take in my other prescription so that they both arrive at the chemist at the same time.

So far it has been very good, I call the number and my prescription arrives the very next day, my only concern now is the holiday seasons, xmas, new year or any bank holiday that I believe is when things could go a little wrong. I need these things and without them I would be in dire trouble so I am willing to support the idea at the moment. Lets just HOPE.

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Response from Helen Wyatt, Manager, Patient and Public Involvement , Quality Assurance Team, Rotherham Clinical Commissioning Group

Thank you for your response, it is always good to get patient feedback when a service has been re-designed.

Although the previous system worked well for you, we found that some people were not getting the service, support and information they needed.

We are now able to identify and review patients much more effectively, and are much better placed to review all our patients and ensure that everyone receives the most appropriate products. This is particularly important as new products are continually coming onto the market, a clinical review with the nurse specialist offers the opportunity to discuss the suitability of these products and arrange for the products to be tried if appropriate.

The service is closed on bank holidays (the same as your GP practice), therefore it is important you order your prescription in advance of the bank holiday. You can contact the service directly to discuss any specific problems you might have or to arrange for your prescription to be sent directly from us to a chemist of your choice or an appliance delivery company who will deliver the products directly to your home address.

We are also hoping to in the near future have a system to allow patients to order their products using e-mail.

If you have further concerns, or would like to discuss your personal circumstances, concerns and needs, please ring the service on 01709 423369

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Response from Helen Wyatt, Manager, Patient and Public Involvement , Quality Assurance Team, Rotherham Clinical Commissioning Group

An update!

The comments above encouraged the staff in the Continence Service to think about how the service would work over holiday periods.

You might like to know that because of this, staff are currently preparing for the christmas period, and are sending out a letter to all the service users which details delivery options. One of these is through a pharmacy which opens every day of the year until 10pm, is based in the Community Health Centre, and can make home deliveries.

We sincerely hope that the options given will ensure the service works well for everyone over bank holidays.

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