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AIBU?

To complain to the gp practice manager?

91 replies

LivinLaVidaLoki · 21/04/2019 16:34

I have asthma which is mostly triggered by allergies.
Every year from about March to September I take a nasal antihistamine. This is prescribed after trying various over the counter antihistamines and a couple of prescription ones. This one seems to be the only one that is really effective.
I still had a bottle left from last year so started using that in March but it was running out. Knowing it would likely run out over the bank holiday I called the prescription clerk at the gp to order a repeat on Monday last week (it takes 3 days). I went to the pharmacy yesterday to pick it up and it's not there.
I called the gp surgery who said it had been sent to the doctor on Monday but not actioned as it's not on my repeat medication list.
I explained that I've always had it on repeat and she said that as I've not had it since September it has been removed from my repeat list.
The receptionist was very helpful and said she would take it up with the gp on Tuesday.
I bought some clarityn to try and take the edge off, but I feel lousy. I feel stuffy and tight chested and just generally shit on the nicest weekend we have had.
I just feel that all this could have been avoided if someone had called me to let me know about the problem with my prescription so I could try and fix it but no one did and now here I am feeling wheezy and sorry for myself.

OP posts:

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KnifeAngel · 21/04/2019 16:45

It is up to the GP if they prescribe it not the practice manager. You will have to make a GP appointment to get it prescribed.

LivinLaVidaLoki · 21/04/2019 16:56

I've just never had to do that knife its always been on repeat so I've just had to call the prescription clerk give her the details and 3 days later it's at the chemist.
I think if shed have just said at that point "it's not on your repeats (she always knows what is/isnt) you need to speak with the gp" I could have done so. Or call me after and tell me it cant be actioned I could have done something. But just to tell me it will be ready in 3 days as usual when it wont be and just leave it just seems a bit crap tbh.

OP posts:

Oblomov19 · 21/04/2019 17:01

What did the prescription clerk say when you phoned her?
Did she say it'll be ready? At the chemists in 3 days? Did she actually say that?

Surely your gripe is with her? That she inferred or suggested it would be processed normally, like your previous repeat prescriptions?

notapizzaeater · 21/04/2019 17:04

Aren't anti histamines now on the not supposed to prescribe list ?

SheldonSaysSo · 21/04/2019 17:13

Hopefully you'll be able to get it prescribed as there are restrictions now on antihistamines in terms of prescribing

Chouetted · 21/04/2019 17:13

I think it's reasonable to point out that there seems to be a failure point in their system, rather than complaining per se.

No one has done anything that was in itself unreasonable, but the cumulative effect has (presumably) put you at risk of an asthma attack. They'd probably want to know about that sort of thing.

starfishmummy · 21/04/2019 17:13

There have been recent clampdowns with what can be prescribed. Maybe this was one of them

Chouetted · 21/04/2019 17:14

And some antihistamines are only available on prescription, so I highly doubt they're all on the "not supposed to prescribe" list as a PP suggested - that would be ludicrous.

Jimjamjooney · 21/04/2019 17:17

There are also tons of prescription requests they'll have to process daily. From my work in a pharmacy, the surgeries don't appear to have the time to let everyone know the outcome of their request. Was the medication actually on your repeat slip?

Kel801 · 21/04/2019 17:18

Not at all unusual for repeats to need to be reviewed, and although I’m sure inconvenient it is best practice as well.

Chouetted · 21/04/2019 17:20

Just to add, I've had a quick google and the information I can find as a lay person is that the prescription restrictions only apply to medicines that are also available over the counter.

It might be helpful if the PPs who clearly have better information could be more explicit about their sources, because I can't find anything about prescription-only antihistamines being cracked down.

Kel801 · 21/04/2019 17:20

Sorry posted too early. It’s annoying they didn’t call you to say there is a problem but maybe you could have checked it was still a live ‘repeat’.
Overall yes I think you would be unreasonable to complain to the practice manager about it x

Laiste · 21/04/2019 17:20

Occasionally DH gets his repeat prescription refused because it's time for a review. Sometimes he gets told this at the point when i do his order by a staff member at the surgery, sometimes it's by the pharmacist when i get all the way to the bloody chemist to pick it up.

After he's had said review everything goes back to normal again.

RB68 · 21/04/2019 17:30

they are tighter on repeats full stop. It sounds like they reviewed repeats without taking into account its hayfever and seasonal related - they should sort it for you next week, although you may have to go in

EL8888 · 21/04/2019 17:33

Personally l would complain. How were you meant to mind read, they should have rang you up let you know

C8H10N4O2 · 21/04/2019 17:40

Overall yes I think you would be unreasonable to complain to the practice manager about it

How is the practice supposed to improved communication with patients if patients do not report communication issues? Its not helpful to either side.

Darkstar4855 · 21/04/2019 17:42

Of course YANBU to complain. Did you really need Mumsnet to tell you that?

UCOforAC12 · 21/04/2019 17:43

Repeats review is all well and good IF YOU INFORM THE PATIENT! There is nothing more frustrating than requesting a repeat when you need it then being left high and dry when you go to pick it up.

My DD needs infrequent repeats due to the seasonality and size of tube but when she needs it she needs it. We have no way in advance of knowing for sure if computer will say no when we collect it.

Not sure who we should complain to either about the communitation break down not the 'following procedure' which is inevitable.

Chouetted · 21/04/2019 17:45

How is the practice supposed to improved communication with patients if patients do not report communication issues? Its not helpful to either side.

This is what baffles me - I mean, if the surgery toilet had run out of soap, I'd "complain" about it - not because I was angry or anything, but because telling them would allow them to replenish it, and avoid an awkward situation for the next user.

memorial · 21/04/2019 17:56

Blimey. Firstly you can buy most nasal antihistamines OTC. Have you asked your pharmacist.
Secondly most surgeries have thousands of patients. And generate hundreds of scripts a day. All have to be safe and appropriate. We are monitored by everyone and sued and complained for any little thing. Every script has to be checked. It's impossible to call everyone there may be an issue with certainly not hayfever meds. Jeez.
Thirdly. Most surgeries are barely coping nowadays. I wonder why.
Fourthly. Do you know how much time and energy dealing with numerous entitled vexatious complaints take. Taking yet more time away from dealing with actual ill people .
The NHS is desperately underfunded and at breaking point. It's not Amazon prime.

Redpostbox · 21/04/2019 17:58

No hay fever treatments are prescribed at our surgery. They all have to be bought over the counter. Perhaps this is now the case at your surgery OP?

SheldonSaysSo · 21/04/2019 18:06

For the poster asking about sources on prescribing I am basing it on my own doctors surgery, as well as friends/family members who have encountered issues...

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Millie2018 · 21/04/2019 18:09

I’ve complained to the practice manager about a number of errors over my DD care. They wrote back apologising and promising more staff training. Not sure what I was expecting but felt it was all a bit of a farce.
Just for comparison purposes, one issue was with reception booking an appointment at the surgery for my DD to have a specific treatment. I had taken her out of nursery and cancelled her lunch club only to be called 30 mins before the appointment to tell me they didn’t provide that treatment for children and I needed a Hospital referral. Delayed my DDs treatment by about a month.

memorial · 21/04/2019 18:11

Were you hoping they'd tar and feather a few staff members for you? What exactly did you want the outcome to be?

Millie2018 · 21/04/2019 18:11

Also meant to say that if you call 111 they may be able to direct you to an out of hours GP who can make the prescription for you

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