About: Manchester Royal Eye Hospital

The medical experience, to use a term, was excellent.Pity the long,long wait at the pharmacy tarnished the overall experience.Why does it take over 40 minutes to get a prescription fulfilled?I suggest that there needs to be a review of staffing levels as the staff are clearly under constant stress and very committed from what I saw but there are just not enough.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Patient Experience Lead, Central Manchester University Hospitals NHS Foundation Trust

Thank you for taking the time to post your comments on the NHS Choices/Patient Opinion website regarding your experience. We were pleased to hear that you felt that your medical experience was excellent at the Manchester Royal Eye Hospital. However, we were sorry to learn that your experience of the Pharmacy Service was not as positive as we would hope. Our Outpatient Pharmacy Service is currently contracted to Lloyds Pharmacy and it is important to us to hear your comments and make changes and improvements to the pharmacy service in partnership with Lloyds.

We understand that you attended Lloyds Pharmacy recently and you had to wait for over 40 minutes to receive your prescription.

Fluctuating clinic workloads mean that waiting times in the Outpatient Pharmacy can vary considerably. Lloyds Pharmacy are continually looking at ways to minimise this variation by altering staffing levels and improving workflow so that the service is provided effectively and efficiently, minimising any delay to our patients.

A new Prescription tracking system has been installed in Lloyds Adult Outpatient Pharmacy with a screen in the waiting area to inform patients of the progress of all prescriptions based on an average waiting time. This system enables the trust to produce reports on individual waiting times which will enable us to look at improvements to the service provided and patient’s experience.

Your concerns have been raised with the staff in Lloyds Pharmacy and they will look into the circumstances that caused the delays. Also one of our Trust senior operational managers is working closely with Lloyds to ensure that the service provided by them meets the Trust’s standards.

On behalf of the Pharmacy Services, may we offer our sincere apologies for your unsatisfactory experience of our services and the inconvenience this obviously caused you. We hope you will accept our assurances that the issues you highlighted have been taken very seriously and will be thoroughly investigated.

Thank you again for your valuable feedback which helps us to improve our patients’ experience.