A month ago I was told that my prescription was sent to this pharmacy from my local surgery. I enquired about the issue with the pharmacy and was told that there had been a problem with the item on my prescription and I was told to phone back next week. I phoned the next week to be told, to phone back Friday, however the item was still not in. Therefore, I was told to phone on Monday as the item was going through a bit of a problem when ordering. I understood this, and this was not the fault of the pharmacy. But I needed to know about this item as I was due to have a vaccination before starting a health course and was told to phone back my a pharmacy staff member. When I made a phone call to enquire about the product, the dispenser said they would find out. I overheard them say, its that woman about the Hep vaccine, she's phoning AGAIN!. I decided to ignore this, and said that I would pick up my prescription later that week. When I arrived at the pharmacy and went to pick up my medication, at the time I entered the same dispenser was dealing with my prescription. Whilst I was there waiting, the dispenser was talking on the phone about me sarcastically, saying the lady has been EVER so patient. I pretended I did not notice this, but I could tell they were being sarcastic. I did say sorry if I had been annoying. I did not expect this level of service, I said sorry, but I needed to have my injection before my health course. But I don't think the staff cared too much. There is nothing wrong with enquiring about your medication, it should be no trouble for a pharmacy after all I am paying for my prescription. I would never go back to this pharmacy again.

Reply from Well Tamworth - Church Street
Fri, 15 Sep 2017 15:40:42 +0100

Thank you for taking the time to contact us regarding your poor experience at the Well Tamworth - Church Street. I would like to sincerely apologise for the upset and inconvenience caused with the branch. I would like to assure you that we take feedback such as this very seriously and I will speak to the Branch Manager regarding the concerns you have raised. Following this conversation, we will be able to identify the root cause of these issues and will be implement necessary changes to improve their service. I will also pass this to the Regional Development Manager (RDM), who has full responsibility of your pharmacies in the area. So that they can address this on their next branch visit. I would like to thank you again for your feedback as we believe customer feedback is essential for our business to continue improving our customer service, and we totally agree it is unacceptable for a customer to feel unappreciated in our branches and feel unwelcome. I will highlight your concerns regarding the colleague’s attitude to their regional manager to ensure this does not occur in the future. Once again, I would like to apologise for what has occurred. Thank you again for taking the time to contact us, please do not hesitate to contact us should you have any further queries or concerns. Kind regards, Well Pharmacy Superintendent's Team