"Prescription sent to wrong GP"

About: Raigmore Hospital / Dermatology

(as the patient),

I had an appointment with a doctor in Dermatology in October. Upon seeing my hands he told me he would issue a prescription, and it would be with my GP by mid October. I asked if he could give me the prescription, and I could take it to a pharmacy. He told me it would have to go to my GP. I asked him to write down what was going to be on the prescription, so that if the letter to my GP was delayed, I could pass on the details to my GP. He refused, saying he couldn't do that in case the medication wasn't read correctly.

When the letter was due, after almost a week of pain, I went to my GP's reception asking if they had received the letter. They told me they hadn't. On my return home, I telephoned Dermatology, who checked their files and said it had been sent electronically on the day it was due. I repeated that my GP practice had not received it.

I then asked where the prescription had been sent. I was told it had gone to my old GP. Not only is the doctor no longer my GP, as I had moved back in March, but he has now retired. I had told the hospital the contact details for my new GP. They admitted they were having problems with a new computer system, which for some reason was not updating some information.

I asked for it to be sent electronically to the correct GP practice so I could then collect it. I was told, because of the computer problem, they couldn't do that and would have to fax it. They confirmed with me when the fax had been sent.

However, the fax reached my GP surgery too late to be signed, so I will not be able to collect it until a day later. If, as is often the case in Wick, the local pharmacy has to order the medication, it could well be after 3. 00 pm two days after the due date before I get the medication.

It is unacceptable that I should have to wait this long to receive medication. I have the following serious concerns:

1. Why was it not possible to write me a prescription on my initial visit?

2. Why was it not possible to write down the medication I was prescribed?

3. I would like an assurance that the computer problems have been solved or will be solved soon.

4. I would like an assurance that my records, whether on hard copy or on computer or kept in any other form, are all up to date and accurate and provide the same information.

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Responses

Response from Linda Kirkland, Interim Director of Operations, Raigmore Hospital, NHS Highland

Dear Skin rash

I am so sorry this has happened, this is certainly not the way things should be handled. Are you able to contact me directly on linda.kirkland@nhs.net with your name, date of birth and address and I can look into this for you and address the issues you raise?

Kind regards

Linda

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Update posted by Skin rash (the patient)

Thank you, Linda. I have emailed the information to you.

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear Skin rash

Just to reassure you I looked into this yesterday and have got what I hope will be a helpful and detailed response to your queries from Dr Ken MacDonald, Raigmore Hospital's clinical director. Linda Kirkland will share this with you and pick up any further comments or queries.

In looking into your feed-back we feel there be some general points which would be helpful to address including some awareness raising around the importance of knowing when a patient changes GP Practices.

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