Terrible reception attitude

Summary: Terrible reception attitude

My sister is booked in for radioactive treatment at the hospital. The hospital appt is booked, she has had to book accommodation to stay away from family and people in general, she has had to book 3 weeks sick from work in advance so that her employer can get cover.

Unfortunately, my sister is experiencing worrying symptoms in her mouth and the GP fortunately gave her an emergency appointment on the Thursday. They prescribed medication on the Thursday and were good to send it direct to the chemist. Unfortunately what they prescribed is no longer available. The chemist informed the GP meds management immediately. Unfortunately a replacement medication was not sent back to the chemist.

As a patient my sister asked the chemist again, but nothing had been re-sent from the GP surgery.

On the Friday morning we went across to the GP surgery, as my sister is worrying as her mouth needs this treatment so that there are no delays in her hospital treatment.

When we explained the situation to the receptionist, she told us there was nothing she could do. She said there is nothing on the computer. We tried to explain how important it was and did she think the prescription would be sent back to the chemist today, as it was Friday and it was urgent medication. Her response was ' Highly unlikely'. I was just so shocked. Why would a receptionist not care or try to find out.

This medication has still not been delivered, it is now Tuesday. Everything that has had to be put into place for the hospital radioactive treatment, but the receptionist would not try and help sort a prescription that was urgent. The prescription was prescribed by a GP at this surgery. Why was there nothing that could be done? I find this baffling and hope that this is not usual practice and that this receptionist can be trained in how to support patients.

Healthwatch Sefton has made changes so that individual persons are not identified negatively.