"Poor communication between staff / slow pharmacy"

About: The Royal London Hospital For Integrated Medicine

I had a good experience with the consultant (twice) but reception was understaffed. I had to wait over an hour to collect my prescription only to find the consultant had accidentally put someone else's name on the prescription and it couldn't be administered to me as he had left. The receptionist agreed to post the prescription out to me. I got a call today to say I would be charged for this service. When I explained it wasn't my fault they said they would still charge. When I said I wouldn't pay they said I would have to come and pick it up myself. I said I couldn't get down until the middle of the following week (10 days). She was a bit rude and said: well, you live in London. She pretended she had consulted with the postal department but clearly hadn't. I was supposed to start treatment immediately and now won't. Very shoddy. Pharmacy needs to get its house in order and train staff in customer service (had to explain something simple 3 times to one man in pharmacy when i was there and he still didn't understand me). Very shoddy - these people have let the nursing staff down with their unprofessional behaviour so won't be recommending them.

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Responses

Response from The Royal London Hospital For Integrated Medicine

Thank you for taking the time to feed back to us. We are sorry to hear about your recent experience of obtaining a prescription at UCLH. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into this.