To make a complaint to drs surgery

[GnomeDePlume]

I take warfarin for a blood clotting disorder. My condition is managed by the haematology unit at my local hospital. They manage my blood testing and warfarin dosage. The only part my Drs surgery play in this is to issue the prescription and send it electronically to a pharmacy who dispense & post the prescription.

I noticed that I had about 12 day's worth of warfarin left so went on line to order a new prescription. Not possible as can only order a repeat prescription within 7 days. I made a special request citing that it can sometimes take a few days for the prescription to flow through the system and get dispensed/ posted.

After a few days I checked for progress and have found that while my prescription was issued promptly, rather than sending the prescription electronically it was posted (possibly second class according to receptionist). After a week it finally arrived and is only now being dispensed.

Would I be unreasonable to make a complaint to the practice manager?

I dont want an apology I just want to be reassured that the person who made the decision to post the prescription has been put right and this isnt the new standard practice.

In your shoes, I would phone and ask to speak to the practice manager and explain what you have said here, rather than complain as such. Hopefully you will gain a satisfactory outcome this way.

Did you run out?

Definitely ask rather than complain.

I wasn't listening fully but I was in a Covid meeting at work the other day and there was something about changes to how prescriptions are being issued. So it might be a temporary measure outside of the person's control.

Sorry posted too soon.

Both myself and DC3 have various medications so I appreciate how frustrating this can be BUT if I asked for a repeat whilst still having 12 days supply it would be rejected and I'd have to make an appt to get a written script.

What is the timeline between your request being made and you receiving your meds?

If it was more than 10 days so that you were literally down to the last day or two's supply YANBU to want to discuss with the Dr that the process needs to be sorted but if it was less than 7 then YABU as it was well within their actual repeat limit.

Ordered prescription when I had 12 days worth left. Prescription prepared and posted following day. Prescription has then taken 7 days to post to pharmacy. I now have 3 days worth left so hoping that meds arrive on Monday.

All the advertising around using an online pharmacy is that it will be efficient and save the NHS money. Printing the prescription and posting it added admin time which could have been avoided by just sending it electronically. If I have to ask for an emergency prescription to tide me over than that will be more admin.

The daft thing is that warfarin really is cheap as chips. It has no 'street value' (unless you work in rodent control). In the normal course of events I have no direct contact with my surgery. I really am cheap to keep.

I havent complained as yet and am torn hence asking here. The 7 day restriction is fine if prescriptions are collected in person. Using 2nd class post has added extra days into the process.

I'm a GP. Electronic prescribing is variable. Quite often it just doesn't work. Suspect that's what happened. If you really want to take up a significant amount of your GP's time at the moment, when we're kinda busy, go ahead. They will politely reply to the complaint but internally remember you as the person who made a trivial complaint at a time of national emergency.

Also why do you have to post it to a pharmacy? Why can't you take it to your local one?

They probably have bigger things to worry about at the moment, but sure. Feedback if you feel it will help.

I think GPS have enough to sort out at the moment, let it go.

If it’s normally sent electronically then deciding to send it by post (less hygienic and efficient) seems very odd especially at the moment. It sounds like a breakdown in the system. It might be worth highlighting to the surgery but in a non complaining way.

No harm was done. Please don’t complain. GP practices have rather a lot to do at the moment.

I always use online with my gp snd they send straight to my pharmacy within 48 hrs.
To use an online pharmacy is different, not sure how it works, but signs in my gp surgery says you will be taken off their books if you use one.

I wouldn't make a complaint but I would speak to them about it and ask for it not to happen again in the same way.

I use insulin, sometimes I order a prescription early if I’m going away etc. The electronic system at my GP surgery cannot be overridden so early prescriptions are always printed or hand written.

Put a note in the post about what happened if all you want is some reassurance. I’m not in any way minimising your concerns etc however GP land is currently overwhelmed by Covid planning so maybe this is a time to give them a break.

In the great scheme of things at the moment this just isn't important. Let it go.

yabu - I think GPs surgeries have more to worry about at the moment.
you should also arrange access to your electronic patient record - that the prescription was issued should be on there.

Is there reason why you couldn't just phone up and order one then pop to the surgery to collect it? Surely that would have been the most efficient thing to do to guarantee you have your meds before they run out?
I should think that as you ordered so far in advance, the system isn't set up to send out repeat prescriptions that early, so posting it would have ensured you got it within the time frame.

Don't complain. It's not a big deal.

I think, given what GPs are having to cope with at the moment, complaining because your script reached your pharmacist in a different way (but you didn't run out) is more than a little OTT. Fine to just ask the question about why it was posted but more than that - you'd not be well thought of.

I am a GP. The doctor responsible for your blood tests should issue your script - I would never agree to prescribe war afar in if I was not monitoring bloods.

Honestly, please dont complain about this. The practice manager and GPs have so much going on that you getting your prescription slightly slower (but still in time) is just adding to a massive amount of work they have going on right now. I'm sure you would appreciate their energy putting in safety measures around Corona.

I'm sorry this has happened, but GP's surgeries have more important things to be dealing with at the moment. Just ask them not to post it next time you need a new prescription.
Just get over it, move on and let the staff at the surgery spend their time on something more important

They will politely reply to the complaint but internally remember you as the person who made a trivial complaint at a time of national emergency

It’s a pain but you didn’t run out. Your pharmacy has your prescription, you will be able to collect today or even tomorrow if they are delivering speak to them and tell them when you run out. They will deliver in time.
Does your pharmacy not offer a prescription collection service? This would avoid the post delay issue, I would assume there was a technical issue re the electronic prescriptions