Ms L complained the receptionist refused to issue her prescription to her and that her attitude was poor. She also complained that her medication had not been reviewed for a long time.
What happened
Ms L went to the GP to collect her prescription, having ordered a repeat prescription at the chemist. The receptionist could not find the prescription and Ms L left the building upset. The receptionist followed her out of the building to tell her she had found a note that said a repeat prescription could not be issued without a medication review by the GP. Ms L said the receptionist was rude to her and overstepped the boundaries of her role. She also complained that her medication had not been reviewed for many months, leading to mental health problems that now prevent her working.
What we found
We did not uphold the complaint about the receptionist. We said that as we did not witness the incident and there were two different accounts, it would not be reasonable for us to choose one account over another as being more accurate. The Practice properly investigated the complaint. We upheld Ms L's complaint that the Practice did not review her medication for a long time, but we did not find that it led to the injustice Ms L identified.
Putting it right
The Practice wrote a new policy on reviewing medication, intended to prevent the same mistake happening again.
A GP practice
Worcestershire
Did not apologise properly or do enough to put things right
Recommendation to change policy or procedure