Friday, 8 May 2015

Issues with my GP and 'double' charging for a prescription

Had some issues with our GP in the last couple of weeks - in essence following a simple mistake on the part of one of the GP's we ended up having to pay for 4 lots of prescription charges rather than two - over £ 16.

The issue here isn't really the money (although it is !) the practice made a mistake, not us but we ended up footing the bill. What if this happened to a person who couldn't afford to pay for the prescription twice ? The analogy I use is a simple one. I walk into a shop, any shop anywhere. I discuss my requirements with a sales person or cashier and am given an item we agreed on. However on leaving the shop I discover they have accidentally given me the wrong item. In every case in every situation the shop would (quite rightly) correct their error.

For some reason not only would the reception staff at the surgery (despite being asked twice) nor the Practice Manager even discuss the issue with me. In fact I have now e-mailed the practice manager on no less than seven occasions since the 28th of April. Each e-mail is polite and concise - I have not even had an acknowledgement.

As I have had no response I have decided to take the subject to social media to see if that garners any response from them.

Here's a transcript of my initial e-mail on the 28th which outlines the exact situation (names and so on removed for confidentiality. The practice in question is : Yeadon Tarn Medical Practice on Silver Lane in Yeadon, Leeds West Yorkshire  

"My {FAMILY MEMBER} saw Dr X'XXXXXXXX this morning for severe ear ache. She had spoken to '111' overnight as the pain had been so intense and was advised to visit the GP urgently in the morning. The appointment was at 8.50 a.m.

During the consultation (which I also attended) we made it clear that my {FAMILY MEMBER} cannot swallow tablets - so the doctor even commented we would need soluble drugs when she prepared the prescription for pain killers and antibiotics. On collecting the prescription we realised that we had been given standard tablets not soluble versions and returned to the pharmacy to correct. Lloyds Pharmacy wouldn't change the prescription without a note from the doctor and I returned to the surgery. Eventually at 11.00am I was given another 'script and had this made up.

However, the pharmacy would not dispense the drugs without a second payment for two items, I returned to the surgery again and asked to speak to you (the Practice Manager - Averil Jardine) to clear this 'double charging' up but was told you were unavailable. So I wanted to make you aware that I have now paid an extra £ 16.40 for two unnecessary individual items following a basic error at your end. 

I really do resent paying a second set of unnecessary prescription charges. I would be grateful if you would be able organise a quick refund for £ 16.40 from Lloyds. 
Happy not to raise a 'formal complaint' so we can sort this out informally.

Very happy to arrange to bob in to the surgery to speak and for Lloyds to credit my card." 

As you can see the e-mail was to the point but extremely pleasant and that has been the tone of all my communication.

I wonder if publishing this on social media will have any impact on the response I receive from the surgery ?

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