Just had a very demeaning and rude experience with the Lloyds pharmacist in Crowthorne High Street, Berkshire. My daughter's prescription could not be completed and I had to pick up the remainder another day, I forgot all about it, for which I accept full responsibility. I got a letter and went to pick up it up. The lovely assistant couldn't find it, and the pharmacist then told me he had unpacked it. I then had to ask a list of questions to understand more on what this “unpacked” meant e.g. could they complete it now, did I need to go back to my GP for a new prescription, I had a repeat slip with me would that work, etc. He wasn’t helpful, in fact quite dismissive, didn’t ask about my daughter’s condition, pain, did we need emergency medicine. He wanted me to return to my GP and get another prescription, he was not prepared to help. We Just left the shop feeling humiliated with no duty of care. Thank goodness we have 2 amazing, caring independent pharmacists in Crowthorne. So far no response form Lloyds Headquarters.

Shocking lack of confidence customer service twice in one week. A confusing ticket system with a non-existent provision of front of shop service. Told it would be a 25 minute wait the first time. It was two and a half hours. Second time told it would definitely be less than half an hour. It was two hours. No eye contact, nothing said to reassure the fifteen or so people queuing up, and the same number spilling into the corridor with their ticket stubs. Where a hospital contracts out their pharmacy, they both have a responsibility to make sure patients and/or their relatives get the best service possible. Most of those queuing yesterday had already been to clinics dotted around the hospital before they were sent on to the Pharmacy. A coupke were over 80, a few with very young children. We had come straight from Oncology. There was no sign of any organisation, with the medication ending up on the shelf in a heap. So much time was wasted looking through the various envelopes for the ‘right’ prescription. Often there was no one to be seen for 15 min or more. No one popped their heads around the front to apologise. The numbers were called randomly, no one manned the desk, and if a member of staff did come up to the desk, she diligently failed to look at those in the queue. Those waiting are mostly unwell. They deserve more. This lack of customer care and lack of organisation/communication is unacceptable, unnecessary and unforgivable. Empathy and goodwill would go a long way. As would an efficient, speedy service for people who just want to get back to the security of their homes.

Sadly after attending a long clinic at hospital I was then required to go to Lloyd’s pharmacy at Treliske Hospital Truro cornwall. How sad after receiving amazing care in over stretched oncology clinic to then receive such poor service from the pharmacy. Twice in as many weeks, I have had to wait two and a half hours for my prescription. Many others waited longer. The saddest was customer patient care!! No eye contact, no smile no empathy! Most of us requiring this service are unwell, have probably already been waiting in long and busy clinics or other departments within the hospital. Also possibly disabled, elderly and those with young children. A poor show, it doesn’t take much just communication of situations. Staff training, basic procedures that work as the one being used st the moment obviously doesn’t. Poor show Lloyd’s. Staff training essential, or give the job to others who can do the job efficiently and with some empathy.