To Be Fuming With This Pharmacy!(84 Posts)
I get my prescription sent electronically from my GP to Tesco pharmacy.
Almost every time there is a problem, either it's not ready when they say or theres only 1 box instead of 2 but today they surpassed themselves!
I went to collect it and after alot of faffing they said I had already collected it!
Well I havnt, they showed me the form signed for by me under 'exempt for contraception.
A. It's not a contraception!
B. It's not my signature!
The pharmacist got involved and said he doesn't know what's wrong and will investigate, but I still.have no tablets.
I need these tablets to live seizure free.
I'm so angry with them. The pharmacist is trying to get me a box by tonight. I told him I would be interested to know what's happened as someone has forged my signature and more worryingly someone may have the wrong medication!
Surely this is a serious incident for them?!
That is a serious incident. I'd be finding another pharmacy if I was you!
That needs reporting, to Tesco and to the relevant medical body for your area and for pharmacies. That's shockingly bad, if not utterly dangerous as, like you say, someone could have been in to collect their medication (in this case looks like contraceptive pills) only to be given yours which could make them very unwell.
Surely they need to call up their CCTV and look for who collected it?
It's very unlikely someone has forged your signature, more that someone with the same name has been in to pick up contraceptives and the pharmacy haven't checked the address or listened to her response. That is an issue and you should complain. I also hope this girl isn't taking your anti seizure meds having not noticed they're not right, since that could be dangerous for her.
The other business re things not being ready or limited stock aren't necessarily their fault, as some drugs are in limited supply and many pharmacies are being made to use central dispensing robots at the mo which can cause delays outside of the people in the shop's fault.
Since you need your meds today I suggest calmly revisiting the pharmacy and asking them to arrange an emergency supply from another pharmacy or liaise with your doctor to supply an alternative. Then complain about the dispensing error
Who should I complain to other than Tesco? I'm sure they don't believe me and I felt really humiliated.
The pharmacist said he will get me a box by tonight.
This is classed as a serious dispensing error and must be reported to their Superintendent pharmacist at head office.
If they have given someone the wrong medication it could prove fatal to them. Even if a person shares the same full name as you they must not have completed the other checks of either date of birth and/or address when handing the medication over.
At the very least they should provide you with emergency supply to last a day or two while this gets sorted out.
Tell the pharmacy to keep you informed of the investigation and also log a complaint with the store itself.
Hopefully the person who has received the wrong medication notices before they take it (sounds like they were supposed to receive the contraceptive pill so they will pick up on it straight away).
This is careless and you do need to change pharmacies, but all of them make mistakes. I have yet to find one that doesn't screw up the prescription or have something missing (that they have to order in) at LEAST once every few weeks.
All that said @NemoIsLost why are you letting your meds get down to nothing before submitting your prescription request? Go see the doctor and ask him/her for a prescription for an additional month's supply. You can't put a prescription request in when you are down to your last 2 or 3 doses. That's crazy, and dangerous.
Ooh that’s bad!!
I’m hoping the woman (presumably?) who has your meds realises they aren’t her contraception when she opens it and brings them back.
Well if the prescription they showed you was for contraception and was signed for I would imagine it's someone of same name who collected that drug and signed for it.
I would ring Tesco head office and report though in case there's been a monumental cock up somewhere.
Just wondering why you have stayed with them if there is a problem every time? Not being funny, genuinely confused as to why you still use them?
If there aren't many pharmacies in your area, you can use online pharmacies that will post out to you, but as a pp has advised, don't leave it so late when ordering your prescription as they will also have to incorporate postal time.
They may also know if this medication has been collected today or before. If it was today then the signed scrip will not usually have been filled away because part of the end of day procedure at closing usually includes counting up the amount of scripts/meds dispensed.
Pharmacies have a strict set of standard operating procedures (SOPS) that must be followed at every stage of the dispensing process and this hasn't been followed.
Also take the resident pharmacist GPhC number that you have been in contact with today. This will always be displayed somewhere in full view of the counter. They may not have been the pharmacist on duty when your scrip was incorrectly handed out to the wrong person but it is handy to have to confirm the details of the person involved with this issue.
You can also complain directly to the General Pharmaceutical Council (GPhC) about this dispensing error.
Hi I have meds for epilepsy and have learned a lot about pharmacy errors!!! here are my recs:-
no nominated pharmacy no electronic prescribing. You get your script on paper and you stay in control.
the big chains are the worse for mess ups especially Boots
You watch them make up that script like a hawk. Last time Boots tried to give me my meds but extended release version. Its a totally different pack! because I was watching I spotted it
No to pharmacy suggesting review of meds with pharmacist. That is for you and your doctor. They're not specialists in my condition
finally get briefed up on generic prescribing. The pharmacy may try to switch your branded meds to generic (if yours are branded). They cannot do this for epilepsy meds so you need to be ready for this.
and finally if they say they have part of the prescription but will order the rest in do not leave the prescription - I can guarantee they will say they can't get the rest of the medication and leave you high and dry. Go to another pharmacy.
hope this helps
The missing medication isn't contraception though, OP has said she needs it to control her seizures.
@NemoIsLost this is a really serious error. Hopefully the info on the link will help you to report it.
Unfortunately you can't do that for some controlled drugs. Not saying this is the case for the OP but I can only order mine every 28 days and they will only issue close to the date.
To answer some questions, I am definately changing pharmacies, my GP only deals with a few but I've chosen another one. I stayed from convenience really, thinking each time they surely can't get it wrong again.
I never let the tablets run low. Nowhere have I said I was down to my last tablet. It was the pharmacist who promised me a box by tonight.
The pharmacist said he will let me know if he gets to the bottom of it but said he had no idea what had happened.
I put my prescription in abut a week and a half before I run out now. Not siezue meds but still important. Lesson learned when I went in and they handed me the paper prescription and said they couldn't get it. I spent two days driving around different pharmacies till I found it, and was about to use my last tablet. (tiny locally owned pharmacy was the only one with stock it turned out)
You really need to start picking up the paper prescription and taking it somewhere other than Tesco.
Glad to see you are changing now.
You can also complain to the General Pharmaceutical Council as this is a dispensing incident, but you'll need the name of the pharmacist who actually dispensed the medication, and in a supermarket pharmacy they'll have at least 3 regular pharmacists (not to mention locums) and it might not be the one you spoke to when you went in who dispensed the medication or handed it out (and it could also have been a dispenser rather than a pharmacist).
OP, maybe it was the GP who got it wrong. This happen d with my DHs blood pressure meds. Gp only 50 metres away from chemist, I had to go back and forth 4 times! It was the staff at the GP who had sent through the wrong one.
Potentially, this is a serious error. They have not checked that they are giving the meds to the correct person and their Standard Operating Procedures should cover this. They really need to sort this because potentially someone has had your meds thinking they are their contraceptives.
From my experience, ( in the old PCT days) some of the chains are really bad at reporting errors up the chain. I would ring the local CCG and ask to speak to the Medicines Management team or Clinical Governance team. They should ensure that it does get reported up the Tesco chain and is properly investigated.
BTW - to correct a pp SOME but not all anti-epileptics can be prescribed generically and the brands switched. Not convinced I agree but they can be changed
I can take an educated guess. Someone with a similar name to you has collected a prescription, and the SOPs haven't been followed when giving it out.
It's serious, and you do need to find an alternative pharmacy because the trust has been destroyed. They need to contact their superintendent, and personally I'd be following it up with a complaint. They also need to identify the person who recieved your meds, and hope they haven't started taking them.
The pharmacy's make extra money on automatic prescription services from the NHS. They also make extra money from the NHS for the medication reviews they undertake...it's a big money spinning exercise for them, it absolutely is not about patient care.
You can report to the Pharmaceutical governing body (a quick Google will give you the details). These mistakes could be fatal and are utterly unacceptable in a job that has so many checks and counter checks.
What did they actually say when you told them that the medicine isn't a contraceptive and that it wasn't your signature?
Did they have an answer for what it's been signed for as a contraceptive? Because I don't understand how they can say they don't believe you.
If they are trying to say that you've collected already and they won't give you more then they won't report that to their head of area. It won't be looked into. They need to accept the mistake.
I did see something similar happen in my own pharmacy when a women came in, said her name, they brought the meds and read the address out - not her. Another woman with the same name who lived a few streets over. I imagine it's that kind of mix up - but it's bad that no one clicked before she left with the meds!
OP: You can get your prescription dispensed at ANY pharmacy that YOU choose, its not up to your GP.
Complain to the Care Quality Commission and to your local Healthwatch - both easy to find on Google.
Wow. Just commenting that I went to pick up dh's repeat prescription yesterday and was told that I had collected it on 15/8. Hmm no. On 15th when I asked I was told first that they hadn't dispensed anything for dh since 2017(true, but we'd just lodged his repeat prescription with them so that they can reorder from surgery on his behalf) second that they couldn't have accepted the prescription because xx surgery won't work with them (very probably true a d I can now see why, but we're both with yy surgery) and then third nothing has come back yet and that they would chase. I need to go back tomorrow to try and resolve this. I hadn't thought about asking to see signature - that's a good call. Disclaimer very much doubt husbands tablets have any street value but I was also left feeling that they suspected me of trying to obtain drugs fraudulently
Another one check your online ordering you haven't been signed up by a pharmacy yes one outfit signed me on as my nominated pharmacist.....without my consent. Believe me I have come across it all
snowangel is right, you can only order every 28 days.
Whoever asked, the first man I spoke to said the script was signed for yesterday and then a different lady said it was signed for today!
I changed pharmacies (not Tesco} after they continually messed me about. I use Morrisons and they're brilliant.
Is it a benzodiazepine?
If so. This is probably why someone forged your signature. This has massive consequences for the pharmacy
Lulualla when I said it wasn't my signature (they had just signed 2 initials not a whole name) and I said the medication wasn't even a contraceptive the woman just looked at me and disappeared behind the counter again
UK pharmacies and pharmacists are regulated by the GPHC. You don't need anybody's name to report an incident to them or to Tesco - that will form part of their investigation.
Is the medication sodium valproate by any chance? There might be an explanation for the exempt for contraception if so. Doesn't excuse the mistakes but there may be something else you need to raise with the pharmacy
I think that the person who has been given the wrong medication should make the complaint rather than you as you haven't actually come to any harm or been put in danger because of the error. They certainly need to find out what has happened though and I am sure that they will be doing that. They were probably panicking when they realised. What makes you think they are taking it seriously? Have you been in contact with your GP to check that they have sent the prescription?
I'd also be worried about getting an nhs prescription fine!! Someone mistakenly signing for free meds (contraception), if yours is normally paid, could have wound up giving you a fine. So I'd check with pharmacist that they'll be correcting the error amd ask for a receipt. Ir take a copy of the error photographed on your phone if you can
I'd also be worried about getting an nhs prescription fine!!
Well yes. Thinking about it, there is no evidence that OP didn't pick up the medicine and sign fraudulently to say she is exempt.
We stopped using Tesco pharmacy for similar reasons. My husband had been giving medication for another gentleman all these medications were for a heart condition.
My controlled drug (trampoline,
Morphine, oxynorm) has been giving to someone else.
My daughters milk was contaminated and several tins had been opened, and to top it off they screwed my antibiotics up and gave me penicillin which hadn’t been prescribed and I am highly allergic to luckily my hubby read the packet and didn’t just give me one.
Safe to say we don’t use Tesco anymore, we out a formal complaint in as it was always when the same dispenser was on that problems happened; he’s doesn’t work there any more
GreatOne I.don't pay for my prescriptions as epilepsy is on the list of exemptions.
Get their registration number and complain to the general pharmacy council. I did similar when they dispensed my medication to someone else then withheld me any while they ‘investigated’
The pharmacist has rung me. He firstly apologized for accusing me of signing the script.
Someone had been given my prescription and when they got home realised it was the wrong one and bought it back. The pharmacist said the usual checks hadn't been made and he will take it further. He said the manager wasn't in until Friday.
I asked if the person had the same name as me and he said 'very similar'
So i still need to complain to Someone you think?
I would, because you can never be sure that they will self report.
It's entirely up to you, not Mumsnet. If you feel angry and want to complain then do it but the pharmacy will be taking this very seriously. An error like this can have huge consequences, for a patient and for someone's career. Pharmacists have been jailed for dispensing errors. Alternatively ask the manager to update you once they've investigated and see if you feel it's been dealt with appropriately.
Pharmacies are hugely pressured environments. Nobody makes mistakes for fun. That's not for OP but for some of the other posters who seem to think pharmacists are infallible. The error rate from pharmacists is a tiny percentage of that made by medical staff.
This wasn't an error by the pharmacist. It was an error by the other stuff. The other customer obviously gave her name, the staff at the till looked up the script and passed it to the pharmacist. The pharmacist dispensed what was put infront of him. The staff then collected the packet and handed it over without checking address/date if birth.
Those are very very simple tasks, and they weren't performed. The result could have been anything up to and including death. If the counter staff have become lazy enough to not bother to ask address then that needs to be taken further.
It's very unlikely someone has forged your signature, more that someone with the same name has been in to pick up contraceptives and the pharmacy haven't checked the address or listened to her response.
This happened to me - I went to collect DD's medication, signed and left, opened the bag and had been given my own MIL's tablets. They have the same first initial, surname & Doc's surgery.
You definitely need to complain OP.
I was expecting anti-biotics & paracetamol, but essentially got a mixed bag of drugs which gave away my MILs medical history. It's real negligence on their part, both for your health, and for your data confidentiality.
And I have no doubt it will be taken further. I do understand what happened, no need to spell it out. As Responsible Pharmacist it doesn't matter if you made the error. You are accountable for all actions made by staff in your pharmacy.
If OP feels she needs to complain that's fair enough. Some people would feel that discussion with the pharmacist or manager is adequate. It's her call.
Yes I would recommend that you complain. The fact the pharmacy manager is not in until Friday is irrelevant, it actually sounds as if they are trying to brush it all under the carpet. Any pharmacist (locum or otherwise) knows that appropriate action should be taken immediately. The store manager or deputy should have already have already have been informed of this serious incident and reported the dispensing error to the Superintendent Pharmacist at Tesco head office.
SOP's are clearly not being followed and a full investigation needs to be conducted and measures put in place to ensure the risk of this happening again is minimised, this could be through staff training and a review of protocols.
Even though you don’t pay for prescriptions, you could still end up getting a fine for the wrong exemption being ticked, so worth pursuing it further. I managed to get a fine after having paid for my prescription, because a box had been ticked and didn’t match my details it triggered the fine automatically.
Yes indeed I would raise it further.
I've been using our pharmacy, with the same staff, for 5 years. I go regularly because DS has regular medications. One is the aunt of one of DS mates.
Yet despite this, everytime I go and collect his meds, they ask me to confirm his name, and address in full. They never forget.
It's exactly because of possible errors, accidental or otherwise, that pharmacies have this in place so errors aren't made.
What if the person had if been elderly, or tired, or took them in good faith as they feel pharmacies don't make mistakes?
They should be severely reprimanded and they deserve to be.
I would say you need to complain. It's a serious error and what he said about the manager not being in til Friday suggests to me that they'll hope you'll forget about it.
4 5 years I collected my prescription from Lloyd’s pharmacy with no issues at all. Then they closed. I’ve had problem after problem ever since. This week I’ve driven round 8 pharmacies trying to get seizure meds which no one can get.
Agreed. I think that you should complain to Tesco's superintendents Office in the first place.
Handing out meds to the wrong patient should not happen if they are following their SOPs properly. I would not complain to the store - Store Managers do not like to pass things to higher levels of the organisation.
From the sound of it, the pharmacist will investigate but it does not do any harm to make sure. Apart from anything else,there are concerns about pharmacists' workload at the moment . Unfortunately some of the chains try to keep staffing levels low and the pharmacists and pharm techs are really working under huge pressure- which is how this sort of error occurs. It might force them to look at their staffing again.
They could kill someone. That's not being dramatic, they could actually kill someone. So I'd definitely report.
If you pick up on my earlier message it will probably help avoid issues you definitely need to come off electronic prescribing
Please complain. This is very serious. I'd take it up with the relevant people and also your GP practice
I think there is a manufacturing delay with Epilim 600mg.
If they've given someone the wrong medication....what if they've given you the wrong medication. A mistake like this is so serious.
The pharmacy needs to report this to the Police. Your GP should be able to do an Emergency Script, failing that ring 111 and tell them. They can arrange an emergency prescription to be collected out of hours.
I always have problems with the electronic ordering through the gp too, drives me mad. Everytime I go to collect it they act like they've not a clue what I'm talking about. I once went a week without my anti depressants for PND due to the pharmacy being crap and felt so unwell by the end. They didn't offer me an emergency prescription or give me advice on what to do without it. Grr.
What are you on about? Report what to the police? It has nothing to do with the police. There are regulatory bodies who deal with this. What crime is it you think has been committed?
I don't think the police need to be involved
I picked up my tablets, the pharmacist apologised again and said they are taking it further and will inform me of the outcome if I wanted to know. . He also said they were extremely lucky that the person who took home the wrong tablets has the sense to return them!
no shit sherlock
by way of contrast in twenty years I have never had this problem, I use an independent pharmacy.
I had no idea how bad some pharmacies could be.
I hope the OP does make a complaint because it seems that Tesco and others are getting away with very sloppy work that could put a person's life at risk.
I was given my mother's repeat prescription once, one of us is Ms. C. Gibbon, the other is Ms. G. Gibbon. The 18 year old me was most perturbed by the Estriol cream!
I have provided some useful advice to avoid pharmacy issues don't know if anyone is taking any notice but tried
Jesus, when you're dealing with potential life-saving (and the opposite) medicines and dosages, you want a bit more than 'luck' to ensure you're getting what was prescribed for you.
Please do report to stop this happening to someone else. If might have fatal consequences.
I hope that they did not give you the tablets that had been handed out to the other person. You should have had a fresh box dispensed. The returned box should be destroyed as there is not guarantee as to the conditions in which the medicines were stored.
Did the person who wrongly gave your prescription out not do an address/postcode check?
I use Boots and although the pharmacist knows me by sight, she always asks for the first line of my address and/or my postcode before getting my prescription.
I thought that was standard when collecting medication from an electronic prescription but clearly not!
@adaline It is SOP for Boots. I'm not sure what the SOPs are for other pharmacies.
Thinking about it the name on the tablets must have been yours OP, so there wasn't really much chance that the wrong person would take them.
The pharmacist said the checks were not made so it will be taken further. I always get asked my address normally....Yes i got the tablets that the person had bought back,
Even if my name was on the tablet boxes, which it is, an elderly person, or someone with Demetia may not have read the name and just taken the tablets.
Enlightenedowl I have read and taken on board your comments thank you
I’m not sure they should have given you the returned meds.
It would be going against the Deparment of Health guidelines if they had reissued the same drugs back to you after they had been given out to someone else.
"Pharmacies are obliged to accept unwanted medicines back from patients. The Department of Health (DH) however, states that medicines returned to pharmacies cannot be reissued to other patients.
The reason for this is that once the medicine has left the pharmacy, storage conditions cannot be guaranteed. Some medicines are sensitive to heat, light or moisture and can become less effective if not stored properly. It is also not possible to guarantee the quality of medicines on physical inspection alone."
They absolutely are not allowed to give you drugs with have already been dispensed to someone else. All returned drugs must be destroyed, even if they look perfect. They cannot give them out to anyone else.
Are you saying they didn't have any other a in stock so they gave you drugs which someone else had already taken home? They cannot do that.
My husband changed from our local boots pharmacy for similar reasons. He's a type 1 diabetic. He NEEDS insulin and can't risk it being messed about. We have no trouble with our new pharmacy
Tbh he didn't say they were the drugs that the person took home, but seeing as they were struggling to find me one box by close of play and I suddenly has 2 boxes available I assumed they were the 'original' drugs.
I would check if I were you. They could get in serious trouble for doing that.
Just wanted to throw in - I have meds for seizures too and they won’t actually let me submit for new meds until I’m less than a week out from being without any.
I once collected some antibiotics for one of my children from a Tesco pharmacy. As I was walking away I looked at the bag and noticed that the name was not my child’s. They hadn’t checked the details and had given me the wrong persons drugs. When I handed it back the lady was so angry with me, she did find the right drugs and then make the proper checks.
A children’s hospital made a very expensive mistake. My DS was changing medication and was supposed to get 10 days worth (about half a box) of old medication and then three months of new medication. We waited nearly three hours for the drugs, took the bag and left. When I was on the train home I saw that they had prescribed ten boxes of the old drug rather than ten days! At £70 a box that was a very expensive mistake!
britnay I am going to check, although I won't actually know if they are telling the truth or not....
Not related to an incorrect dispensing but pharmacy related. I used to get painkillers, vet prescribed, for my dog from the chemist. Used a different chemist one day and the person behind the counter read the name "Samson Brown (canine)" and goes, is canine his nickname? I just looked at her quite perplexed and said canine means dog...
@EnlightenedOwl. You have this, I do the same. Frustrating but necessary.
K123 omg that's hilarious, you couldn't make it up!!
Enlightened owl will seriously consider going back to paper scripts, it's just more hassle as I work in a different town so it's all time consuming
Join the discussion
Registering is free, quick, and means you can join in the discussion, watch threads, get discounts, win prizes and lots more.Get started »
Please login first.