Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

Why is this so difficult for the GP's surgery?

29 replies

OrangePowder · 27/05/2021 12:37

DH needs regular medication. The system at our GP's is you have to email a request 3 days before you need it.

DH's is a controlled drug and there's often delay in having it signed off, so I like to check it's been sent before wasting my time and the chemist's going to try and collect.

They never acknowledge the email. So, I phone the surgery which literally takes all day even to get into the queue and then wait on hold for at least 30 min. Their system can only take 10 in the queue, if it's more than that it just cuts you off.

Anyway, I have suggested to the practice manager that if they just replied to the email once the prescription has been sent, it would vastly improve my "customer experience" and also reduce the number of calls going through their switchboard.

For some reason she's "not sure if that's possible".

OP posts:
Angelmonkey · 27/05/2021 12:57

GP surgeries receive upwards of 100 emails daily, admin staff are usually answering phones, managing reception as well as trying to keep on top of emails. It isn’t possible for each email to be answered individually - it would be a full time job! Can you not arrange for the pharmacy to contact you once they prescription is ready? Most pharmacies offer this service

SoddingWeddings · 27/05/2021 12:59

Surely phoning the pharmacy would be more effective?

I actually check these things via my online access to my medical records though, and have done for years. I can also submit medication requests this way.

Most surgeries just need to move into the correct decade on this.

Moondust001 · 27/05/2021 13:05

Yes, I can check whether the prescription has been issued online / on an app. But if there were any question about it I would phone the pharmacy, not the surgery. Takes two minutes and I know if it ready for collection. In the end, even if the GP has sent it, that doesn't mean the pharmacy has actually filled it and it is ready to be collected.

Interested in this thread?

Then you might like threads about this subject:

General health
FrancesFlute · 27/05/2021 13:06

Did the practice manager have offer analternative suggestion? I agree that I would try with the pharmacy.
The issue is that if the surgery won't want to start getting into lengthy email conversations with patients. Some patients will think they have direct access to a HCP and start disclosing random symptoms or ailments which then aren't recorded.
Most surgeries are really struggling with staff shortages.

Idontknowanymore05 · 27/05/2021 13:06

Phone the chemist. They will be able to tell you.

FrancesFlute · 27/05/2021 13:06

*an alternative Smile

PragmaticWench · 27/05/2021 13:07

Our pharmacy has a text service where they let you know your prescription is ready.

Purplewithred · 27/05/2021 13:07

Frankly gp surgeries bring a lot of over communication and work on themselves by not telling people what they ought to do (eg in this case phone the pharmacist, in another case go to an optician for an eye infection). They do need to communicate much more effectively.

Brunilde · 27/05/2021 13:08

Because the gp issuing it will not see you email. The practice will receive hundreds of repeat requests a day from various sources, reception request them on the system and gp signs it off. They would have no idea you had sent an email and reception would not know when the gp had done it. They can't spend all day checking your file to see if it's done. Like others have said, why don't you check with the pharmacy if it's ready?

emmathedilemma · 27/05/2021 13:09

Do you have a local Boots? My repeat prescription requests go into the GP and they send them straight to Boots who text me when it's ready to collect. If it's something you need on a regular basis then Boots will set up the reordering for you too. I'm sure other Chemists will offer similar.

Original poster
OrangePowder · 27/05/2021 13:12

@Angelmonkey

GP surgeries receive upwards of 100 emails daily, admin staff are usually answering phones, managing reception as well as trying to keep on top of emails. It isn’t possible for each email to be answered individually - it would be a full time job! Can you not arrange for the pharmacy to contact you once they prescription is ready? Most pharmacies offer this service
More work than 100 phonecalls to find out if the emails have been actioned?

This surgery has a pharmacist who deals with all the prescriptions. Presumably she needs to open the emails to see what needs doing. Why can't she send a reply?

OP posts:
Original poster
OrangePowder · 27/05/2021 13:14

If I phone chemist and it's not there, I still have to phone the surgery to find out what the issue is. Plus there's a sign up in the chemist asking people not to do that, due to Covid Confused

OP posts:
Original poster
OrangePowder · 27/05/2021 13:15

@emmathedilemma

Do you have a local Boots? My repeat prescription requests go into the GP and they send them straight to Boots who text me when it's ready to collect. If it's something you need on a regular basis then Boots will set up the reordering for you too. I'm sure other Chemists will offer similar.
Yes, it goes straight to the chemist, but there's often delay because of the controlled drug. That's where the communication falls down.
OP posts:
247SylviaPlath · 27/05/2021 13:20

I have this situation but don’t ever have to chase up because I order my prescriptions through nhs app then it sends them to my nominated pharmacy, they then text when ready. Set things up with that system in place and you’ll save yourself and them a a lot of time and hassle.

cheninblank · 27/05/2021 13:20

As someone who works in a GP surgery and deals with the main inbox, I can tell you that every email that comes and every reply, even if it's a single word, has to be documented in the medical records. While this only takes a few minutes generally, say the chain of your initial message and my reply will take around 4 minutes to record, perhaps another minute to read, type the actual reply and to make sure request and response makes sense.
100 emails a day x 4 minutes = 400 minutes aka circa 6 hours aka half a shift.
Yes great, your message only takes 4 minutes. However, this is all happening while checking people in for appointments, checking scripts, taking requests from people who have come to the surgery in person, and of course dealing with approximately 200 calls a day too.

Yes your DH is the centre of your world of course, but other people need us too.

Reallybadidea · 27/05/2021 13:21

Have you tried using an online pharmacy? You submit your request online, it gets sent to the GP who signs it off and then the pharmacy delivers it. You can see where the prescription is in the process the whole way through.

looptheloopinahulahoop · 27/05/2021 13:23

My mum gets a text from the pharmacy when her prescription is ready to collect (one of her medications is controlled too).

Sleepybunny21 · 27/05/2021 13:24

I know what you mean OP, it would be easier if they could set up a one click response saying that the email has been received and your request is in the queue to be signed off. I can't think of any other workplace that would not offer any receipt of email response

AtoZed · 27/05/2021 13:37

We get a text message to say the prescription is ready.

PattyPan · 27/05/2021 13:40

My pharmacy sends a text to say when the prescription is ready too - I’d see if yours could do that?

Leaf85 · 27/05/2021 13:45

Is there a reason why your DH isn’t dealing with this himself- then it’s his worry not yours?

Original poster
OrangePowder · 27/05/2021 13:52

@Leaf85

Is there a reason why your DH isn’t dealing with this himself- then it’s his worry not yours?
This is absolutely my worry I'm afraid. He's bed bound and barely conscious most of the time.
OP posts:
MistySkiesAfterRain · 27/05/2021 13:53

What reasons would there be a delay though?

I imagine if its stock then thats the pharmacy side. If the prescription is up for review then thats a trigger.

Even though its controlled once youve smoothed it once with the surgery it shouldn't be an issue.

Original poster
OrangePowder · 27/05/2021 13:59

He's on a very high dose of controlled meds and they don't seem to believe it could be right. This surgery has a pharmacist who issues prescriptions in theory, but she always needs to query whether this one is right. It's not to do with stock, that's my next battle, getting the chemist to pick up the prescription and order it. They don't seem to look at them until someone asks for it.

It's just very frustrating. A really difficult time made harder by the people who are supposed to help.

OP posts:
changedusername2021 · 27/05/2021 14:09

I think we're at the same practice as I have the identical problem with the same group of drugs every month without fail.
I've tried requesting at the pharmacy, emailing, posting a hand written request and phoning to chase them up.
Every month without fail I run out or take my last dose.
If you find a solution please let me know.