Following a visit to my doctor today I received a prescription for a course of steroids to treat my asthma symptoms. I was having trouble breathing and potentially high risk in terms of the possibility of an impending asthma attack. I arrived at the pharmacy to collect my prescription so that I could start my treatment immediately. I handed over my prescription and as I went to pay for it, my card was declined and I realised that in my haste to get to the pharmacy and the fact I was late for work and struggling to breathe I had picked up my old card. I explained that I was on my way to work,I was late and needed my prescription and asked if I could call and pay tomorrow. The pharmacist point blank refuses to even consider my suggestion. She was fully aware of the medication I was after and would do nothing to help me. I clearly needed this medication and fast. I was so upset when I left the pharmacy I actually cried. I don’t imagine this type of situation happens every day and especially where the medication in question is so important. I believe that if she wanted to she could have made the decision to allow me to take my medication and return the next day to pay as I said I would. This pharmacist was completely lacking in empathy and a disgrace. She showed no understanding for my situation and offered no solution to help me leave with my medication. I am appalled by the complete lack of flexibility to help a customer/patient that clearly needed that medication sooner rather than later.

Reply from Rowlands Pharmacy
Wed, 18 Sep 2019 16:50:53 +0100

Dear Sir/Madam, Thank you very much for taking the time to share your disappointing experience. We would like to take this opportunity to apologise for the inconvenience caused, and that the service did not meet your expectations. Customer service is of paramount importance to us and that your feedback is valued as it allows us the opportunity to improve our service. Should you have any further concerns please do not hesitate to contact our Patient Experience Team by emailing complaints@rowlandspharmacy.co.uk