"Cant get my mothers medication"

About: Eastbourne District General Hospital

My mother has MS and she usually gets her prescription each month for medication to stop the relapses, but for some reason she hasn't been able to get it this month. she has rang up bupa who delivers it, but they say they didn't receive the prescription. so she rang the hospital and they told her they would send one. she rang up a week later and all she got was a answer machine. Today she rang her doctor, bupa and the MS department but they keep telling her to ring the others. Its been three weeks without it and its starting to really get to her. We just don't know what to do any more.

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Response from Eastbourne District General Hospital

We apologise for our delay in providing a response to your posting.

We are deeply concerned to read about the difficulties you describe finding out about your mothers MS medication. We have forwarded your comments to the General Manager for Specialist Medicine to act upon.

However, in order for us to look into this further, we would require more information from you.

If your issue is still outstanding, and you are continuing to have difficulties, we would urge you to contact our Patient Advice & Liaison Service (PALS), who will be able to liaise with the Neurology department on your behalf to resolve the issue. PALS can be contacted on 01323 435886 or by email at esh-tr.PALSE@nhs.net.

We apologise to you and your mother for your poor experience.

As a Trust, it's always our aim to provide a high quality service but this is clearly not what you report and must have been very frustrating for you.

Thank you for alerting us to this issue and please do not hesitate to contact PALS if it is not resolved, or if you have any further queries or concerns with any aspect of Trust services.