Patient Experience - Accessing Prescriptions

Blog - 2 August 2021

In this patient story, we follow Mabel and her experience getting a regular prescription.
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Mabel’s Journey of accessing her prescription (July 2021)

Mabel is in temporary accommodation out of her GP area and is in need of her regular prescription. 

Access to a GP

Mabel contacts her GP practice for her repeat prescription and is told she has been de-registered as she is now out of area. She is told to register with a local practice who refuse because she is only in the area temporarily. Mabel asks Healthwatch (HWWL) for help as her medication is due the following day.

Solution

Healthwatch contact her practice to explain her situation.  The practice advises that it will make a note on their system of Mabel's situation. Prescriptions should be requested with 2 days notice and will be sent to a pharmacy near to where she is staying.

Problem

Mabel telephones HWWL the following day to say she can't remember which pharmacy she should go to. HWWL contact her GP practice who say she has been deregistered.  HWWL explain previous days conversations and receptionist realises records have not been updated. Mabel is informed which pharmacy to collect meds from.

Access to GP

Mabel rings HWWL as her prescription is incorrect and asks us to contact GP practice. Her anxiety is heightening. Practice explain that she has been put on weekly prescriptions and if Mabel wants to speak to GP she should go through AskmyGP. This is not possible for Mabel so receptionist agrees to put a request in through AskmyGP for GP to contact Mabel.

Communication

Charity supporting Mabel contact HWWL.  They have called urgent response team. They try to update her GP record but it is showing that Mabel has been de-registered. Urgent response team refuse to post or telephone update to GP practice. Mabel is panicking that her next prescription will not be at pharmacy on due date. HWWL confirm with practice that script has been sent and registration is fine.

Mabel has several health conditions, including anxiety, and is panicking that she will be without medication. She is living in temporary accommodation with limited funds and has a pay as you go mobile for communication.
Her experience raises the issue of people being placed in temporary accommodation having access to their own GP. Mabel is happy with her GP, who she has been registered with for a very long time, and she is happy with the support she usually receives from the practice.
Mabel’s experiences highlight the problems caused when people temporarily move out of their local area. The GP may deregister them and instruct them to find a GP closer to where they are in temporary accommodation. The communication between practices is poor and slow and people often go without important medication while arrangements are being made.

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