"Waiting time for drugs to take home"

About: East Surrey Hospital / General medicine

(as a carer),

My mother recently stayed in your hospital on Godstone Ward.

At 12:30 one day recently we had a phone call to say she was ready to be discharged and we could go and collect her so I rang my work and said I would be having an extended lunch break but on reaching the hospital we were told we couldn't collect her til her medication was ready.

The medication took 2 hours to be prepared during which time we were given no indication of the length of time we were going to have to wait. My complaint is not about the time the medication took, but the fact we were telephoned at 12:30 when she wasn't ready to be discharged until 16:00.

I missed a whole afternoon's work as a result.

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Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Dear John7

I am sorry to read about the delay in discharging your mother and the impact this had on your work. I will pass on your comment to the ward manager.

For information on 17 October a new Boots UK store is opening as part of the hospital’s new main entrance redevelopment. The Boots pharmacists will assist in dispensing drugs to outpatients, allowing the hospital’s pharmacy team more time to dispense drugs and offer specialist advice to patients leaving hospital. Hopefully this will alleviate the problem you sadly experienced, and for which I apologise.

Thank you for taking the time to write your comment and we will pass it on the pharmacy manager and the ward manager to see if we can improve the communication between the departments.

I hope your mother is recovering well.



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