Dispenser refused to give me my medication? Is this allowed?

[elc19]

Today, I went to the chemist to pick up my repeat prescription which I need as it contains my strong antihistamines as I have chronic angiodema. Also on that prescription is some painkillers for my endometriosis.

I always collect them a few days before I run out, the dr issued then electronically a week ago. I called to ask if I'm able to collect today (pharmacy on the side of my drs) as I didn't want to go if it was busy with urgent prescriptions being issued, the receptionist said of course you can, the queue was short and all priority patients had been dealt with.

Upon arrival, the female dispenser said “No (my name) next week” I asked what she meant and she said “no next week” again.

She turned her back to me and was shaking her head and talking to the pharmacist about me whilst I explained to the female assistant that I always had these tablets and I always collected them a few day’s before I was due to run out.

I asked why again to the female assistant and she said they had been sent somewhere else. I asked why this had happened as I always collected them there and she couldn’t answer me.

The female assistant asked me if I had anyone who could pick them up next week, I explained no, my husband is a key worker working 12-14 hours a day. She then said “are you sure?” as if I was lying, by this point I was completely horrified and in shock by how I had been treated.

They dispensed my pain relief medicine and she gave me my prescriptions to collect elsewhere.

I am currently recovering from my 9th miscarriage, surgery and I’m bleeding very heavily. I had to drive to a different pharmacy and wait 20 minutes, by the time I was walking back to my car after finally getting my medication, I had bled through my clothes, I was in tears through embarrassment trying to stop blood from dripping down my legs and on to the pavement.

I feel like I've been treated unfairly, would you complain to their complaints department about this?

My Dh has a repeat. He requested it from the doctor on the 16th- would typically be at Lloyds Chemist at Sainsburys by the 18th.

I went on the 23rd it wasn't ready- they said there is now a minimum agreed 10 day wait from order to fulfilment. They told me to come back next day- I did- it wasn't ready and finally got it yesterday. His are vital- after 3 days without them he would probably need hospital admission- he also has cancer.

GPs and Pharmacists are very busy. I am sorry that you fell foul of the systems changes but it isn't the fault of the pharmacist.

Sorry- to clarify on the 23rd they said it still hadnt come as GPs were taking at least 7 days- then they had a 3 day wait once they arrived- so 10 days in total.

I wouldn,t complain about the dispenser if your prescription wan,t in. They are probably under stress too. But You could complain that you were told they were ready when it wasn,t. (But they were able to get you sorted.) At the mo sounds like the mc is the bigger issue sorry to here about this.

It will have been sent elsewhere as they wont have had the capacity to process or they wont have had the items in stock.

The 4 people I saw each day working in the pharmacy looked exhausted - they were clearly flat out.

OMG 😮 I was expecting something like to happen.

I preemptively downloaded the NHS prescription app and it’s just been approved by my GP and I’ve just paid for it. Fingers crossed it’ll get here (delivered) before my current prescription runs out.

Without the meds I am at high risk of stroke and I refuse to die alone of anything other than Coronavirus

Why can't you go get them next week?

Problem is many are ordering them early and they are run off their feet.

I’m sorry OP.
Pharmacies are under lots of pressure by people ordering a few days early though.

What prescription app?

Each day I went there were people shouting at them that their prescription wasn't ready. In most cases they hadn't received them form the GP yet.

I dont think that GPs have communicated this well.

You must be feeling so stressed, OP.

I'm sorry you had this experience. Losing a baby and trying to sort out things which normally happen like clockwork (your prescription) is very stressful.

A lot of pharmacies are very overworked at the moment, but it doesn't sound like they were very kind to you.

i'm sorry you had a bad experience, but i don't think the pharmacy was at fault.
maybe they did not have that item in stock until next week.
also they have been told by the nhs to be extra strict and not issue any items in advance, as they may have done previously for the convenience of the patient.
they are under enormous stress at the moment.
not only dispensing drugs, but having to give advice on ailments as GPs are not available.
was the receptionist you refer to at the GPs, she would not know what items the pharmacy had in stock, she meant the prescription was ready for collection. if i've understood that part correctly. i've never heard of a pharmacy having a receptionist.
hope you feel better soon.

If you were in such a state with all the blood and you didn't actually need your medications until later next week why couldn't you go Monday when you were feeling a bit better? It sounds like you've gotten yourself in a stress when you didn't need to go out. You haven't said whether she was saying "no, next week" because they have to order your prescription and wait for a delivery or because you aren't due to get it yet, but either way YABU to expect them to break the law for you. The dispenser has to follow rules about when repeat prescriptions are dispensed, particularly if they are controlled drugs (such as certain painkillers). Additionally, many pharmacies are unexpectedly out of things they never usually run out of because of people getting extra prescriptions. And they're losing staff to self-isolation the same as everyone else. I'm sorry the dispenser didn't explain to you clearly but it makes no sense that you went out when you were so ill and didn't need to leave the house. All healthcare workers are under immense strain right now and unfortunately, they can't magic medication out of thin air if they don't have it.

I don't think I've come across very well.

My prescription was there, ready to be given out. She refused and was rude to me.

I completely understand longer waiting times etc for prescriptions because of this outbreak but I was told to collect them as I need them. I forgot to put that I won't have a car to collect them next week as my Husband will be using it as his has gone into the garage for repairs, he works 12-14 hour shifts every day so hard for him to collect it.

I've been at that doctors since I was born and a customer of the pharmacy since it opened about 10 years ago. She has only been there for a year or so and is always abrupt and quite short when she talks to you but today was on another level, I'm not easily reduced to tears.

I wasn't rude to her at all and remained calm even though I felt she was in the wrong. She wouldn't give me a reason why I couldn't just simply get them whilst I was there, she didn't say they were out of stock etc.

Were the painkillers opioid based?

@WhatTiggersDoBest I didn't expect her to magic them out of thin air. They were there, ready for me to collect!

I will have run out by Monday morning and that's why my dr issued the prescription earlier to ensure that I had them - it's important as I take them with steroids to stop my body swelling.

How do you know they were there and ready?

I'd suggest signing up to prescription delivery to save any trouble.

Not great sure how the length of time you've been a patient and how long she's been working there is relevant tbh.

@Shmithecat2 she told me they were there but she wasn't giving them to me until next week????

@DisneyPlus no not opiate based

“No (my name) next week” I asked what she meant and she said “no next week” again.

That is extremely rude and uncalled for.

@Darbs76 I order them early because it's important I don't run out. It's been the same for years.

The pharmacies are also getting it hard with tons of abuse from what l've heard. Apparently the CEO of Lloyds shut some branches due to threatening behaviours!

So they were there, but they were also sent somewhere else??

@bigyellowduck I'd never raise my voice to anybody, especially people working through this. I just couldn't understand why she was so rude to me and couldn't give me my medicine that was ready to collect.

Did they give you the painkillers ..did they say the steroids were at another pharmacy. Maybe they didn't have the steroids in stock but the ither pharmacy had them. Did you get a chance to speak to the Pharmacist rather than the dispenser to clarify what you needed to do.