Hospital pharmacy process reviewed amid "sudden increase" in complaints

Monday 13 November 2023

A "sudden increase in complaints" highlighting "dissatisfaction" with the hospital pharmacy opening hours and wait times has prompted a review of how the pharmacy is operated.

A new prescription drop off box has been introduced to help reduce queues and waiting times, alongside additional seating and a screen showing ticket numbers.

The latest Health and Community Services Advisory Board Report revealed that the hospital pharmacy "saw a rise in complaints particularly around opening times and length of wait" in the period of April 2023 to September 2023.

During this period, a total of 212 complaints were received which represents a 31% increase for the same period last year.

Pictured: The report said that "the sudden increase in complaints highlighted dissatisfaction with a recent change in pharmacy opening days/hours including wait times".

This is attributed as being "due to increase in complaints received around the pharmacy operating model".

"The sudden increase in complaints highlighted dissatisfaction with a recent change in pharmacy opening days/hours including wait times, seating etc," the report says.

"The issue was flagged immediately with pharmacy colleagues who responded by reviewing the procedures that were being reported to identify possible solutions.

"Pharmacy have now created a 24 hour turn around prescription drop off box to help reduce queues and waiting times.

"Further seating has been identified within the outpatient waiting area which is now reserved for those waiting to collect a prescription, along with a new screen showing ticket numbers.

"There has been a significant reduction in concerns relating to pharmacy since implementation of the new procedures."

Pictured: Islanders recently took to social media to voice concerns about the queue for the hospital pharmacy. 

A recent social media post about the hospital pharmacy on the 'Good or Bad Jersey Businesses' page attracted hundreds of comments, with many people sharing their experience of the long waiting times.

When one commenter told the post's author to "be patient and just wait", she replied: "I don't have the time. I have to be at work each day.

"Today I made a decision to go without my medication as I don't have over an hour to stand in the queue just to see if they have my prescription, let alone being told to come back later while they get it ready."

Another islander asked: "As most prescriptions are free, why can’t outpatient consultant surgeries issue prescriptions that can be collected at any pharmacy on the island, not just the hospital pharmacy?

"This would free up queueing times and allow patients choice, as well as giving more time for the hospital pharmacy to concentrate on hospital requirements."

One commenter wrote: "Old, sick, infirm waiting for much needed prescription. There this morning after hospital appointment with someone who’s ill. Told one-and-a-half hour wait came back then, another half hour in queue. Person exhausted. There must be a better way."

Another added: "There are still sick sick people standing there for over an hour in their elderly years, tired, uncomfortable, struggling – would this be acceptable in a bank?

"I haven’t got time to stand there forever waiting for my medication which keeps me alive! I have to get back to work, to afford to pay for the stuff!

"By the time I’m back at work I’m tired from standing because of the side effects from the medication."