Lloyds Pharmacy

Tigsteroonie

OP, I'm now home so I've found the information I offered.

If you are unhappy.

There may be times when our service may not meet your expectations. In order to improve our service, we welcome and value your comments, even your complaints.

How to complain.

If you feel that the pharmacy manager can resolve your complaint, please speak directly to them.

Or, you may want to tell the Pharmacy Superintendent by writing to Lloyds Pharmacy Limited, Sapphire Court, Walsgrave triangle, Coventry, CV2. 2TX.

You must raise the complaint within:
12 months of the incident, or
12 months of discovering the problem.

However you make your complaint we aim to:
Acknowledge your complaint within 3 working days of receiving it; and
Resolve or explain the issue within 20 working days.

Our aim is to:
Find out what caused your concerns and why; and
Apologise if we are at fault, and take whatever action is necessary to prevent a repeat of what caused the complaint in the first place.

Taken from: Lloyds Pharmacy "Customer Charter - Standards of service".

The leaflet doesn't give a phone number, but the numbers on the letters I received are:

Tel: 024 7643 2400
Fax: 024 7643 2401

fluffnutter

This thread is of real interest to me, because I also find the staff at my local Lloyds difficult to deal with.

When asking for OTC but pharmacy only medicine, e.g. co-codamol, I think it's entirely reasonable to be asked who it's for, whether they've taken it before and to be notified that long-term use can cause problems.

What I don't expect is the third degree. Not only do they ask me who it's for, (my husband) they ask me what's wrong with him! They also say they're not happy to continue selling it to me without a prescription. Bear in mind that I rarely ask for this, he's not exactly a pill-popper and he gets Tramadol on prescription anyway, so it's fairly seldom that I buy co-codamol.

They're not even pharmacists. They're just counter staff. They make me feel uncomfortable, as if I'm some sort of prescription painkiller junky. What gives them the right to make decisions about what my husband needs? I have to pull the 'his consultant says...' card before they'll sell me stuff. Ridiculous.

RosiPossum

I'm surprised by some of the replies here.
The cashier has obviously been rude on more than one occasion to the OP. Shame on the people who've replied to a new mother with tones of accusation and judgement.

OP - good luck with the complaint. Glad someone had the right answer for you! Hope it's not my local - I'm in Glasgow too
x

Money-Saving-King

Seems six of one and half a dozen of the other to me.

pmduk

MamaMoo wrote: »

Also, a 45 minute wait for a prescription seems ridiculous!

If only. That's about normal for my local pharmacists, both Boots and Lloyds.

MamaMoo_2

pmduk wrote: »

If only. That's about normal for my local pharmacists, both Boots and Lloyds.

5 minutes in my local Boots, 15 in the Boots in Birmingham city centre any time I've used it! I must be lucky, never waited longer than 15 minutes for a prescription unless the pharmacy need to order it :S

peachyprice

MamaMoo wrote: »

5 minutes in my local Boots, 15 in the Boots in Birmingham city centre any time I've used it! I must be lucky, never waited longer than 15 minutes for a prescription unless the pharmacy need to order it :S

Yes, you're very lucky!

The Co-op pharmacy nearest to my GP often ask you to come back after lunch if you take a script in in the morning, or the next day if you go in the afternoon, the next nearest pharmacy is half an hour walk away although they are a little better. Luckily my surgery is building it's own pharmacy, can't wait for that to open.

sunflower_2

peachyprice wrote: »

Yes, you're very lucky!

The Co-op pharmacy nearest to my GP often ask you to come back after lunch if you take a script in in the morning, or the next day if you go in the afternoon, the next nearest pharmacy is half an hour walk away although they are a little better. Luckily my surgery is building it's own pharmacy, can't wait for that to open.

:eek: that is just :eek:

our rowlands pharmacy is right next to the surgery and whilst there is normally a 15 - 50 minute wait (yes 50) you can sit and wait for your meds.

if it is lunch time they will advise you to come back later, but they will allow you to wait whilst the pharmacist finishes their salad if you wish

OP - you made a mistake - we all make them
however, that does not mean you should be patronised by some power-hungry bint.
i do hope your complaint makes a difference and she is re-trained in customer service x

pmduk

peachyprice wrote: »

Luckily my surgery is building it's own pharmacy, can't wait for that to open.

My GP's health centre has its own branch of Lloyds Pharmacy and that's the worst of the lot, both for waiting and customer service.

Thomas_Hardy

fluffnutter wrote: »

This thread is of real interest to me, because I also find the staff at my local Lloyds difficult to deal with.

When asking for OTC but pharmacy only medicine, e.g. co-codamol, I think it's entirely reasonable to be asked who it's for, whether they've taken it before and to be notified that long-term use can cause problems.

What I don't expect is the third degree. Not only do they ask me who it's for, (my husband) they ask me what's wrong with him! They also say they're not happy to continue selling it to me without a prescription. Bear in mind that I rarely ask for this, he's not exactly a pill-popper and he gets Tramadol on prescription anyway, so it's fairly seldom that I buy co-codamol.

They're not even pharmacists. They're just counter staff. They make me feel uncomfortable, as if I'm some sort of prescription painkiller junky. What gives them the right to make decisions about what my husband needs? I have to pull the 'his consultant says...' card before they'll sell me stuff. Ridiculous.

Dispensary assistants (who are not "just counter staff") are trained to ask these questions. Also the drug you refer to is not OTC, it is pharmacy only (there is no such classification as "OTC but pharmacy only"), hence why the questions are asked.

Money-Saving-King wrote: »

Seems six of one and half a dozen of the other to me.

This is my thought also.