I am a patient at Millbrook surgery in Castle Cary and have used this pharmacy for convenience due to its proximity to the surgery. On the afternoon of Wednesday 9th March 2016 I had a telephone consultation with a GP at Millbrook resulting in a prescription for a commonly used cream for fungal infections. The doctor advised that the prescription would be transmitted direct to the local Boots pharmacy, to which I agreed. Since I have previously experienced delays in electronic prescriptions appearing in pharmacy systems and had other engagements the following day, I went to collect the medication on the morning of Friday 11th March. Initially the staff claimed to have no knowledge of the prescription, but then stated that it had only just arrived on their system shortly before I arrived. I don’t believe this story, as whilst there have been previous delays, they were measured in hours rather than days. I was then told that the medication was out of stock, but a new supply would be delivered during the morning of the following day. Since I was by then in some discomfort, I asked whether I could be given the prescription to take to another pharmacy in the area. Apparently this was quite impossible and the prescription would have to be returned to the issuing surgery for reallocation to another designated pharmacy. As the medication would apparently be available the following day I agreed to return, although feeling that this system is hardly patient friendly. Upon returning at midday on Saturday 12th March I was initially told that staff had been too busy during the morning to fill the prescription, but this story changed to the fact that new supplies had not in fact been delivered. As I would then have had to wait at least until the following Monday, no less than five days from the original consultation to having the prescription dispensed I made the point that this is a ridiculous situation resulting from an inflexible system. I was then told by an assistant that there was no point being rude to them! As there are two Boots branches in Wincanton, less than four miles distant, I would have thought that any organisation which gives a jot for customer service could have arranged for a local transfer of the required product, since they were responsible for my being unable to obtain the product to relieve my suffering. Instead I was subjected to insult. I will never set foot in this branch again and will do my best to ensure that friends and family are aware of my disgraceful treatment.
Original Comment Report...

This is a terribly small branch with limited space to display its products and accommodate customers, many of whom are obliged to wait in line for ten, fifteen minutes or sometimes longer. On Monday 16th October having been seen by a member of the medical staff at the Millbrook Surgery, I was informed that a prescription to treat a very painful condition would be available at the Boots Pharmacy in Fore Street, Castle Cary. When I arrived, ten minutes after leaving the surgery I was told that the prescription had been received and it would be ready shortly. After five minutes or so I was informed that instead of an entire weeks' course of a commonly available antibiotic, there was only sufficient for two days and then I would have to come back for the rest. Reluctantly I had to accept this as I was in considerable discomfort. Another fifteen minute passed and the shop by then was bulging with customers. Because of the delay and the pain I was in, I felt obliged to engage with a member of staff and complained that I was still waiting for something that merely had to be taken out of a box, counted and checked before giving it to the customer. I was told that there was more to it than that. To which I was able to confirm that I had, in the past, worked in a pharmacy, I knew exactly what was involved and could she please see what was the cause of the delay. A moment or two later a qualified pharmacist spoke to me and said that there had been an error and apologised, as indeed, subsequently, did the sales person. After confirming my name, age and address I was duly handed a box containing the full week's quota of the antibiotic. I feel sorry for those that have to work in such a confined area but I feel more sorry for the customers who, like me, have to put up with the inefficiencies, brought about by, I suggest, the lack of space. Might Boots hierarchy in Nottingham and their estate department get a larger shop to serve the growing populace of Castle Cary please?