"I recently visited the practice in order to update my personal information.
I filled in a form with my new details and a young male receptionist made a copy of my marriage certificate.
A week later I realised I also needed a new log in for my online patient access, so I returned to the practice and was given a new letter with the log in details which included my new name at the top.
On signing in to order a repeat prescription I was amazed to find it still contained my old details.
On returning to the practice the following week I was not only told that there was no record of my name change (even though my new email address was on record) I was also told at the pharmacy that my usual tablets were not available.
I once again returned to the reception where I was assured someone would telephone me next day to resolve both issues. Needless to say no-one phoned!
I then rang the surgery early evening, speaking to an advisor after holding for another 20 minutes, who said a new prescription was waiting for me but I would have to go through the procedure of my change of details again as there was no record to be found.
I have found the whole business very frustrating over something as simple as a surname change, surely this is a common occurrence!"
–Anonymous, 7th March 2019
I filled in a form with my new details and a young male receptionist made a copy of my marriage certificate.
A week later I realised I also needed a new log in for my online patient access, so I returned to the practice and was given a new letter with the log in details which included my new name at the top.
On signing in to order a repeat prescription I was amazed to find it still contained my old details.
On returning to the practice the following week I was not only told that there was no record of my name change (even though my new email address was on record) I was also told at the pharmacy that my usual tablets were not available.
I once again returned to the reception where I was assured someone would telephone me next day to resolve both issues. Needless to say no-one phoned!
I then rang the surgery early evening, speaking to an advisor after holding for another 20 minutes, who said a new prescription was waiting for me but I would have to go through the procedure of my change of details again as there was no record to be found.
I have found the whole business very frustrating over something as simple as a surname change, surely this is a common occurrence!"
–Anonymous, 7th March 2019
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