AN elderly Westbury man is calling the Prescription Ordering Direct (POD) service ‘dangerous’ after spending days trying to order his medication.
Since August 2017, patients of the White Horse Health Centre have not been able to make repeat prescription requests via post, phone or in person at the surgery. Instead, they have to use the Prescription Ordering Direct (POD) service or register online to order their repeat prescriptions.
Tony Merritt says he called the medication ordering service 16 times over a number of days, with all calls leading to an answerphone message saying ‘this call will now be terminated’. Tony says he needed to order his blood pressure medication before leaving to visit his son in Wales, and without it, he would be unable to go. However, with no computer, calling the service was his only option.
Tony told White Horse News, “You have to ask the question of whether this service actually works! For days the only person I was speaking to on the phone were answerphones.
“I was calling the POD at the right times, calling the right number but still couldn’t get to speak to someone about re-ordering my medication. I then called Shaunaks [pharmacy] who said they were continually getting calls from people unable to contact POD and they were getting fed up because they cannot issue medication without a prescription.
“I’ve got blood pressure tablets that I need to take, I’m 77, it’s not life threatening, but someone is going to die one day if they don’t get their medicine, this system is just not working. It’s not just me either, it is everyone in my little old aged pensioners club, not one person has been able to get through.”
White Horse News has tried several times to contact the Prescription Ordering Direct but were met with a message stating ‘The wait list is limited and we are unable to take your call’.
Tony continued, “I was really gutted when I thought I might not be able to go and see my son, all because of this new system. However, I finally got a call back from the health centre who said I could get a prescription from them. But that’s not the system, they shouldn’t do that!
“The old system was so much better. I got a prescription, handed it over to the pharmacist. Once I got my medication, attached was a repeat prescription form that I’d fill out and hand back over to get more tablets.
“I’ve been in contact with our MP Andrew Murrison’s office to raise this issue because it just isn’t working.”
Wiltshire CCG, who run the system said, “We have been experiencing delays with the Prescription Ordering Direct (POD) service recently and apologise to people who have experienced longer than usual waiting times when they have called.
“January and the early days of February have seen an unprecedented demand on our services, increasing our usual wait time from three minutes to up to six minutes.
“To manage this demand, we are increasing the number of call handlers and expanding the capacity of our telephone queuing system so more people are able to wait in the queue if they choose. We are also introducing a feature in the system that will inform patients of their place in the queue. Monday and Tuesday mornings are always our busiest times and we advise people to call at other times if possible.
“The POD service can send a prescription to any pharmacy in England so patients can continue to use the service when they are away from home.
“As well as using the POD service, people can register with their GP surgery to order their prescription. If medication is needed urgently, community pharmacists have the discretion to provide a short-term supply of prescription medicines under certain circumstances and people can continue to call NHS 111 for prescription support.”
