Shambolic handling of any form of electronic prescription requests or repeat prescriptions. Now refuse to let my GP use anything but a paper prescription I can pick up from reception and take to another chemist anywhere other than Princeway. Observation since new store opened: - it is normal to take 30mins or more to get your medicines- the queues are long, people are held up at counters for long periods of time and then more waiting time until your prescription is dispensed. On more than 1 occasion it has taken over 1hour. On 1occasion it took 1:45mins to get right items if you take into account going home, finding errors, and then returning and waiting again. -in that waiting time you can observe other customers with issues such as missing repeat prescriptions, mislaid items waiting for collect service, incomplete fulfilling of multiple items. This doesn't help the length of queues -automated repeat service seems to fail more times than gets it right for our family-items not ordered on time and running out of meds, items apparently fulfilled but can,t be found, items that were no longer needed continuing to be ordered, duplicated ordering. -Staff that appear to be overstretched, rushed,and hassled all the time. I used to think this was purely resource issues as they do handle ~200 prescriptions per day. However, ~2years since opening they still have not got to grips with either resourcing appropriately or improving ways of working to reduce amount of time taken up by staff trying to remedy all the issues, delays etc However, as a family we have all experienced independently, the extremely poor customer interactions with a particular member of staff who takes no responsibilities when things go wrong, lacks any empathy in trying to help resolve issues, and on a number of occasions appeared to be bent on making provocative comments and having a stand up argument. They appear rude and only interested in absolving themselves and other staff from taking any blame by putting blame on customer. I see a previous comment was left in May2014 which has had no response . Did anyone in Boots, NHS care enough to respond?
Original Comment Report...

Shambolic handling of any form of electronic prescription requests or repeat prescriptions. Now refuse to let my GP use anything but a paper prescription I can pick up from reception and take to another chemist anywhere other than Princeway. Observation since new store opened: - it is normal to take 30mins or more to get your medicines- the queues are long, people are held up at counters for long periods of time and then more waiting time until your prescription is dispensed. On more than 1 occasion it has taken over 1hour. On 1occasion it took 1:45mins to get right items if you take into account going home, finding errors, and then returning and waiting again. -in that waiting time you can observe other customers with issues such as missing repeat prescriptions, mislaid items waiting for collect service, incomplete fulfilling of multiple items. This doesn't help the length of queues -automated repeat service seems to fail more times than gets it right for our family-items not ordered on time and running out of meds, items apparently fulfilled but can,t be found, items that were no longer needed continuing to be ordered, duplicated ordering. -Staff that appear to be overstretched, rushed,and hassled all the time. I used to think this was purely resource issues as they do handle ~200 prescriptions per day. However, ~2years since opening they still have not got to grips with either resourcing appropriately or improving ways of working to reduce amount of time taken up by staff trying to remedy all the issues, delays etc However, as a family we have all experienced independently, the extremely poor customer interactions with a particular member of staff who takes no responsibilities when things go wrong, lacks any empathy in trying to help resolve issues, and on a number of occasions appeared to be bent on making provocative comments and having a stand up argument. They appear rude and only interested in absolving themselves and other staff from taking any blame by putting blame on customer. I see a previous comment was left in May2014 which has had no response . Did anyone in Boots, NHS care enough to respond?
Original Comment Report...

In my experience I can leave a prescription with the pharmacy for up to 2 weeks hoping that it will be ready for me when I go to collect it, it never is. I find that unless you are there at the chemist waiting for it the prescription is never complete and thus waiting to just be picked up. The staff, not usually the management have to deal with lots of complaints on this issue and it quite obviously is a pharmacy where the customers are not considered. I only stay because the other Boots in the village seems little if any better.
Original Comment Report...