West Quay Medical Centre
AB
A B. 2 years ago • From Google
Bad
Regrettably, I find myself profoundly disappointed on this occasion. As someone who has undergone complete thyroid removal due to thyroid cancer, I depend entirely on lifelong medication to survive. Typically, I receive my repeat prescription every three months without issue. I'm not a frequent visitor to the surgery or pharmacy, nor am I an active social media user, so I was completely unaware of the prescription process changes. The NHS Wales app registration requires 24 hours, which would have risked depleting my essential medication - something I cannot self-produce without a thyroid. While I've rarely needed urgent prescriptions over the years, today I was forced to hand-deliver a written repeat request. I anticipated some compassion from the medical receptionist, but instead experienced a dismissive and critical interaction. I was essentially reprimanded for not knowing about the system change, not submitting my prescription on time, and for questioning why I hadn't received any notification via my available contact methods. The receptionist implied the changes had been ongoing for months, suggesting it was my fault for being uninformed. Facebook is clearly an inappropriate channel for communicating such critical medication ordering modifications. When I cautiously inquired about my prescription's availability - given my limited remaining supply - I was met with an unsympathetic response. Medical receptionists should understand that for some patients, these medications are literal lifelines. I remained calm and polite throughout our interaction, simply seeking information and expressing concern about the system's shortcomings. I am not an inconvenience or nuisance, but a patient seeking basic information about my essential medication during a significant system transition. The receptionist could benefit from updated customer service training, learning to approach such situations with empathy, understanding, and basic professional courtesy. My medication represents my survival, so naturally, I'm anxious about potential disruptions to my supply.
Sarah I.