Care Opinion

Refused medication

Posted By asteropemt96

"Refused medication"

About: Community Health and Primary Care Services / GP Pharmacy Services NHS 24 Perth Royal Infirmary / Out of Hours Service

(as a service user),

Attended pharmacy due to an issue with my medication- they contacted an nhs24 out of hours doctor who wouldn’t prescribe, despite me having evidence of a repeat prescription and it being a medication which will cause harm and pain if not taken.

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Responses

Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 7 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 05/04/2024 at 16:58
Published on Care Opinion on 08/04/2024 at 11:37

picture of Stephanie W

Dear asteropemt96

Thank you for sharing your story on Care Opinion.

I am sorry to learn of the difficulty you experienced in obtaining your medication.

I understand you attended the Pharmacy, who contacted an Out of Hours GP on your behalf. It may be helpful to explain that NHS 24 do not employ Out of Hours GPs, therefore it sounds like the Pharmacist contacted your local Out of Hours service directly, rather than through NHS 24.

I see Perth Royal Infirmary Out of Hours service have been tagged to your story and would be best placed to take forward your feedback.

Thanks again for sharing your story.

Kind regards

Stephanie

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Update posted by asteropemt96 (a service user)

Thank you for your response. I think you are probably right, and if that is the case I am even more disappointed that they didn’t resolve the issue.

The pharmacist stated that they were unwilling to do anything about the two medications and that I could see my GP on Tuesday. If it was a GP who responded presumably they have access to GP notes and prescriptions. I’d also advised I was going away, so couldn’t see the GP on Tuesday.

I ended up not having my medication for 5 days. I was told by my GP surgery I would have to register in the Highlands as a temporary patient. I did this, but then they wouldn’t prescribe my medication because the situation had become so complicated.

The communication was absolutely awful and it felt like nobody wanted to help

Response from Graeme Dunn, Angus Health and Social Care Partnership 7 months ago
Graeme Dunn
Angus Health and Social Care Partnership

Submitted on 10/04/2024 at 14:40
Published on Care Opinion on 11/04/2024 at 09:03

Thank you for sharing your story in Care Opinion.

I am sorry to learn of the difficult experience you had in obtaining medication at Pharmacy or Out of Hours. I am glad to see you eventually received your medication and hope we can find ways to make sure this doesn’t happen again as we are always looking at ways to improve patient care in Out Of Hours and especially cases referred from Pharmacy.

It would be helpful if you could contact us on Tay.oohadministrator@nhs.scot so we can discuss this and get more detail to enable us to investigate further.

Kind regards

Graeme

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