Begg Practice St. John's Hill Surgery
one year ago KK
Kristina K. 2 years ago • From Google
Bad
I have been quite disappointed with my experience so far. Following my house move, I needed to register with a new GP practice. I require a regular repeat prescription and was informed that a pharmacist review would be necessary, which I understood was appropriate. Despite attempting to schedule this review with adequate notice, I encountered significant delays in securing an appointment. When the appointment day arrived, I did not receive the expected call and instead got a text message informing me that it had been rescheduled for a week later. I contacted the surgery to explain that my medication supply would run out before then, but my concern was not addressed. I am still awaiting the rescheduled call. This has been frustrating as managing medication continuity is important, and interruptions to regular medication can result in unwanted effects, which I am currently dealing with.
Dear Kristina, Firstly, I’d like to sincerely apologise for the delay in responding and, more importantly, for the experience you’ve described. I completely understand how worrying and frustrating it is to be left without the medication you rely on, and I’m really sorry we didn’t get things right at that time. Since that period, we’ve made a number of key changes to improve the way we manage medication reviews and repeat prescriptions. One of the biggest improvements is the introduction of a dedicated in-house pharmacy team. Their core focus is safe and timely prescribing, and they’re now able to support patients much more efficiently, even during periods of staff absence or unexpected demand. Our wider clinical team has also grown, which means we’ve been able to increase appointment availability and reduce delays, particularly around medication queries and reviews. Patient safety is always our top priority, and that includes making sure no one is left without vital medication. If you’re open to it, I’d be really happy to meet with you in person to show you the changes we’ve made since your review and talk through how we can better support you moving forward. Just contact the surgery and ask for the Practice Manager we’ll find a time that works. Thank you again for your feedback. It really does help us improve. Warm regards, Hassan Miah Practice Manager
Sebastiano R.