"Lloyds Pharmacy"

About: Manchester Royal Eye Hospital

Anything else?

This is just to say that Lloyds Pharmacy needs at least twice as many staff because we waited for over an hour for my father's prescription. We will be at the hospital again at the end of the month and already I am dreading having to wait at the pharmacy as my father is 85 years old and he is having some treatment so will probably not be feeling very well.

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Response from Manchester Royal Eye Hospital

Thank you for your feedback. We are sorry to learn that your experience at Lloydspharmacy was not as positive as we would hope. It is important to us to hear your comments so we can make changes and improvements to the Pharmacy service.

In response to your comment, the waiting times in Pharmacy can vary depending on the Outpatient Clinics’ workload. However, we do understand that the waiting times at Lloydspharmacy need to be shortened. We are 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. Lloydspharmacy currently monitor the progress of all prescriptions through the dispensing process using a tracker system. The next step in this process is to display these waiting times on a screen in the waiting area. This will allow patients to follow the progress of their prescription. Your concerns have been raised directly with the staff in Lloydspharmacy so that they can look into them and so that you and others don’t experience the same issues again.

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

It is difficult to respond to all of your comments in a full way because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Foundation Trust

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