"Slow pharmacy service"

About: Surrey and Sussex

(as the patient),

I left one pharmacy because they took 10 min to get to the person in front of me in the line, and from previous experience I knew they are very slow to both take prescriptions and to dispense them at pick-up.

I went to another pharmacy where there was a handwritten sign saying that all the staff were at lunch.

Finally, I went to the pharmacy in a local supermarket, where they took the two prescriptions (one NHS, one private) and said to come back in 30 minutes. When I returned, they said the prescriptions weren't ready yet, and to come back in 5-10 minutes. I returned 10 minutes later to be told they still weren't ready but I could wait in the chair and they'd call me. At one point while waiting, a staff member came over and said that private prescriptions took a long time to "go through the system" (begging the question why they didn't give me a more realistic estimate to begin with). After another 10 minutes – total wait (50 min) -- I told them I had to return to work as my lunch hour was nearly over. They said just hang on, everything is nearly ready, so I waited another couple of minutes to be told that while they had fulfilled one prescription, they had to order the other one. I said "you mean I will have to return tomorrow to pick that up" to which I got the answer "yes". I said, "if you had told me that at the start, I wouldn't have bothered waiting for close to an hour today, using up my lunch break”, to which the person said nothing.

Overall, it was a completely inefficient process dealing with people who had little common sense or customer skills.

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