26/11/2025
**Edit - the review below states we left a patient without life saving medication, when in fact we hadn't received a prescription for this item which again was beyond our control. The patient in question came in the following day and apologised to staff for how he had blamed us for something that wasn't our fault**
As much as we really appreciate honest reviews and feedback, we do not appreciate ones that are not a true reflection of us as a business or our staff.
We just wanted to point out a few things regarding the below review received last week.
Firstly the 72 hour rule applies to the surgery, not us as a pharmacy. We have explained many times previous that the health board set out the guidelines for the one week turn around for your prescription. The surgery take up to 72 hours to prepare your prescription it is then received by us and has to go through a number of processes before it is ready to collect safely. This is why we tell all patients to allow a week from ordering so there is no risk of running out of their medication.
Secondly it is beyond our control if the prescription isn't signed, we do not have the authority to sign a prescription. That is solely the GPs responsibility. We are not able to dispense medication off an unsigned prescription it is illegal.
We have never told a patient they have to wait a week for a prescription, we advise that it takes 7 days for ordering. If your prescription is ready sooner then you are able to collect it. We would never make a patient wait a week without valid reason. On occasions with stock issues or delays in prescriptions getting to us they can take up to 7 days but this is very rare. We also recommend you signing up to our text messaging service so that you are informed as soon as your prescription is ready which can also avoid any delays.
We have NEVER refused ANY patient ANY medication, this is not in our nature. The only time a patient would be asked to take their prescription elsewhere would be if they were irate, rude or verbally abusive to any staff member as we have a zero tolerance policy.
To whoever left the lovely review if you would like to make contact with the branch so that your complaint can be dealt with in the correct manner, professionally, please do so. The branch manager will be happy to assist.
