"Unhelpful receptionist when collecting prescription"

About: NHS Lanarkshire

(as the patient),

I had telephoned my local G. P. surgery around 1. 20 pm to check if my prescriptions were ready for collection, I had given the re-order slip to the surgery the previous day and I explained that I had run out of my prescription by mistake and that I needed the prescription urgently as it was not safe for me to stop taking this one particular medication abruptly. The receptionist said that the re-order slip had been passed to the G. P. and that I should phone back after 4pm. I phoned the surgery again at 4. 25pm, the receptionist had a look and said that the prescription had still not come back but that I could phone back after 5pm and that it should be ready then, again I explained that I realised that you are supposed to allow 48 hours notice for repeat prescriptions but I had made a mistake and I was concerned about stopping one med in particular suddenly and missing doses. the receptionist said that they were just waiting for my scripts to come from the GP and that they could ask the GP for them when they have finished surgery at 5pm if the scripts had still not come out.

I thought it best then to allow them time to do this and went to the surgery to see if the scripts were ready for collection at 5. 30pm. When I arrived the scripts were not there and the receptionist that I had spoken to on the phone asked me to come back tomorrow. I explained that I had already phoned twice and that I was concerned about implications of missing the doses of one med in particular.

The receptionist then went to look and see if they could find the prescriptions for me and asked me to have a seat while they looked. I sat down and the receptionist was then joined by a colleague, who helped look in various places whilst I had a seat in the waiting room. This person then began to complain loudly to the first receptionist that, I can't just appear here and expect to get them to get what I want, and I'm supposed to give 48 hours notice. This second person subsequently stomped angrily around the reception clearly irritated by my request. This person then called me over saying that "we close in 10 minutes and you are supposed to give us 48 hours notice for repeat prescriptions".

They then said that the scripts had been done but they were not with the doctor and they could not find them. I said that I was happy to wait while they had another look and that they must be somewhere about if they had been done by the GP.

They then repeated that they close in 10 minutes.

I waited while they had a look and eventually the scripts were found, I then thanked them for looking.

I just wanted to comment that the first receptionist was exceptionally pleasant and courteous whilst dealing with me, however this particular receptionist who joined in the search for my prescriptions was very unpleasant and offhand with me. Whilst I appreciate both of their efforts to locate my scripts I feel that it was obvious with the second person that I had caused great irritation and inconvenience.

Ultimately I was grateful that I received my prescription, however I remain very uncomfortable with the unhelpful, offensive attitude of this member of staff.

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Responses

Response from Laura Jack, Patient Affairs Manager, Primary Care Division, NHS Lanarkshire

picture of Laura Jack

Dear Pauk8,

Many thanks for your post regarding your recent experience with your local GP Practice.

I was sorry to read about what happened with your prescription but was glad to hear that you managed to get this within 48 hours.

You can contact the Practice Manager directly to give them your feedback or I can do this on your behalf. If you would like me to assist with this, please contact me on 01698 858 292 or via email: laura.jack@lanarkshire.scot.nhs.uk

Many thanks

Laura

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