William Brown Medical Centre
LW
Leonard W. 4 years ago • From Google
Bad
I have had further cause to raise concerns about the level of service provided by this practice. After being prescribed medication for an injury without what I felt was adequate initial assessment, I found the initial dosage to be ineffective. This led to a frustrating cycle of having to contact the practice every six days for prescription adjustments. Once the dosage was eventually increased and a larger bottle provided, I discovered this too was insufficient, as the quantity would not last until the next scheduled repeat prescription date. When I needed to contact the practice again to address this issue, I encountered what I perceived as an unhelpful attitude from staff members. I was informed that I would need to wait for the pharmacist to log on before my prescription could be processed, leaving me without medication for the entire day. When I called back later in the afternoon to follow up, I was told again that I was not the only patient at the practice and would have to continue waiting. This timing was particularly problematic as it was approaching the closing time of local pharmacies, which would have left me without access to my medication for another extended period. Fortunately, I was able to visit another location and speak with a receptionist who took a different approach. This staff member was able to quickly resolve the situation by contacting a clinician and arranging for my prescription to be sent to my pharmacy within minutes. This demonstrated that the issue could have been resolved promptly had there been a willingness to understand the urgency of my situation and to communicate with greater empathy. I would encourage the practice to provide training to all staff members on patient communication and to ensure that urgent medication needs are handled with appropriate priority and compassion. I hope the practice will reflect on this experience and make improvements to their service.
Keith R.