"Frustrating!"

About: East Surrey Hospital

What could be improved

The pharmacy needs to be looked at! It took 1 hour 15 min to wait for our prescription. We were not alone with our frustration one lady was waiting 6 hours for her husbands precription after leaving and coming back... it still wasn't ready!

The department clearly is understaffed and needs help! This has been the case on many occasions at East Surrey. It needs to be sorted!PrescriptionsOpening hoursStaffing LevelPharmacy

Story from NHS Choices

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Responses

Response from East Surrey Hospital

Thank you for taking the time to comment on your experience at East Surrey Hospital. Our Chief Pharmacist says: "We try very hard to keep waits for all prescriptions to a minimum but sometimes there are good reasons for us taking a long time. That may be because there is a query over a prescription that occupies the pharmacy staff for a long time or that involves patient safety. We might be waiting for a doctor to confirm the details so we have to wait for them to call back. On other occasions there are medicines required urgently for our very sick inpatients and these must take priority. Whatever the reason I expect the pharmacy staff to keep you informed about the delay and the reasons and I’m sorry if you were not kept properly informed as you should have been."

If you would like to contact our Patient Advice and Liaison Service (PALS) directly they will investigate the circumstances behind your delay. PALS is available to listen to concerns, suggestions or queries and can help sort out problems quickly on your behalf. You can contact PALS by telephone on 01737 231958, email: pals@sash.nhs.uk, or by writing to: PALS, East Surrey Hospital, Canada Avenue, Redhill, Surrey RH1 5RH

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