Change to third party prescription ordering: Cumbria

Healthwatch Cumbria (HWC) received concerns from members of the public regarding the imminent change to the third party prescription ordering service between Castlegate and Derwent Surgery and the three pharmacies in Cockermouth; Allison’s, Boots and Castlegate Pharmacy located at Cockermouth Community Hospital.

A public drop in event was organised and the following key issues were recorded:

The changes affect the most vulnerable.

The new system is not person centred and does not take into consideration how accessible the surgery is for people to get to.

It is challenging for some to access the surgery.

The surgery poorly communicated why the changes needed to take place particularly when people thought the previous method of ordering prescriptions worked well.

People prefer accessing the pharmacies in the town centre because they find it easier than going up the hill at Castlegate to get to the surgery and/or the pharmacy located in the community hospital.

There have been frustrations with accessing the prescription ordering phone line.

There is reluctance to use the online system.

The loss of patient choice and lack of consultation about the change has led to a breakdown of trust.

The following recommendations were made by Healthwatch Cumbria:

To review the systems and processes in place on how significant changes are communicated to patients.

When the new system is reviewed to make the findings available to all patients.

As a consequence of the drop in and recommendations made, representatives of the Castlegate and Derwent surgery apologised for the lack of communications and agreed to review their processes in line with publice views.