Rainbow Pharmacy - Ratings and reviews
Reviews
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Review titled Friendly - but too difficult to contact.
Rated 4 stars out of 5
by Anonymous - Posted on 05 January 2024
I have tried today over 30 times to call the pharmacy. There needs to be an email correspondence option. I want to have on record my correspondence as the phone calls are not providing sufficient evidence of correspondence already undertaken -that continue to go unfulfilled. I have diabetic medication that needs to be delivered today. I got thru on 6th attempt 2 days ago. But still haven't received my medication. The prescription was submitted on 22nd Dec 2023 and the doctors have confirmed this was filled.
Visited January 2024
Review titled Rainbow Pharmacy
Replied on 22 January 2024
Dear sir/madam, Thank you for submitting your feedback. Friday 22 December 2023 was the last day before the Christmas weekend. It is probably the busiest day of the year in any pharmacy. In the week leading up to Christmas we receive a deluge of prescriptions and are inundated with telephone calls which puts an enormous strain on our resources. That said, we can also understand the frustrating this may cause you. However, we can assure you that our team do everything they can to ensure that all prescriptions are fulfilled and delivered promptly. In normal circumstances we request that patients allow five days from the time they order their repeat prescription to enable the surgery to issue the prescription and for us to dispense it. In situations where a medication is needed urgently, particularly with drugs such as diabetes medicines, we will always prioritize these prescriptions and, if necessary, get our driver to make a special trip to deliver it. You are welcome to pop in to the pharmacy to chat to our manager to discuss your particular experience. Finally, we take this opportunity to thank you for your continued support. Yours sincerely, Rainbow Pharmacy
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Review titled Very friendly
Rated 5 stars out of 5
by David Pascoe - Posted on 28 November 2023
Great service, always remember my name each time I go in for my medication or if wife goes in for me the shop assistant always asked how I am etc. Will call me to see how I am getting as well when changing medication. Currently on 10 different types however they always make sure my meds are in Stock.
Visited November 2023
Review titled Rainbow Pharmacy
Replied on 19 January 2024
Dear Mr Pascoe, It would appear that our reply below on 8 December 2023 to your feedback of 28 November was not uploaded at the time. Dear Mr Pascoe, Thank you for taking the time to provide your feedback which has been shared with our pharmacy team. At a time when we are facing unprecedented levels of drug shortages and huge challenges sourcing some of the most common medicines, your acknowledgement of the dedication and commitment of our team is very much appreciated. It goes a long way to keep the team motivated. Many thanks once again. Yours sincerely Rainbow Pharmacy.
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Review titled Missing medicines
Rated 2 stars out of 5
by Anonymous - Posted on 21 February 2023
I am elderly/disabled but live in sheltered housing to which Rainbow deliver medicines. But twice in last 6 months one item has not been delivered - however no notification of missing medicines is given or what to do about it! As I try not to use the phone because of deafness this causes real issues!
Visited February 2023
Rainbow Pharmacy has not yet replied.
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Review titled Always great
Rated 5 stars out of 5
by David B - Posted on 16 December 2022
I moved to the Rainbow Pharmacy a couple of years ago from a local 'major chain of chemists' due to their chronic understaffing and consequent long delays. Without exception, I have always found Rainbow to be very good indeed and they could teach the 'major chain' a thing or to, to boot. I usually request my repeat prescriptions at least a week in advance and give them a quick call before collection. Works every time. I think folks should remember that this is a small local pharmacy which managed to keep its head above water all the way through Covid and - like the rest of the NHS - is still under immense pressure.
Visited December 2022
Rainbow Pharmacy has not yet replied.
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Review titled Badly organised
Rated 1 star out of 5
by Marilyn - Posted on 02 August 2022
Went in to get some bits from the shelves and something from behind the counter. Stood in front of the counter for a long time. The place was busy, all waiting for prescriptions. No one had asked me if I needed help. There were many staff behind doing prescriptions. I find this system very inefficient, as I normally go to my pharmacy about ten minutes drive away but, was passing here. They only have a couple of staff and are just as busy but, manage to cope a lot better. After asking if anyone could help multiple times, I got ignored. After someone else was served in front of me, I asked again and the person told me that they were busy and I would have to wait my turn, as people waiting for prescriptions had priority. In all my 56 years, I have never come across a pharmacy operating in this manner. When I used to go to Whaddon Way, the Pharmacy there had someone who took over the counter purchases, whilst the other person dealt with prescriptions. For products that are available without dispensing, I feel staff should make more of an effort to ask people waiting what they are there for, or if it’s obvious someone is waiting for these purchases make it priority otherwise, they will be waiting in the pharmacy for a long time for something that could be dealt with in a minute. A new way needs to be found.
Visited July 2022
Rainbow Pharmacy has not yet replied.
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Review titled Disorganised
Rated 1 star out of 5
by Anonymous - Posted on 21 July 2022
I have been to this Pharmacy multiple times, and can say it’s badly run. I used to live in Milton Keynes and the this pharmacy used to be good. But since one of the people left it’s got bad. Queue times are unbelievable, it’s not clear what queue is for prescriptions and what one is for general medicines you can buy over the counter. No one behind the counter asks anyone what they are waiting for. Even when you wait by the counter they ignore you, even when they call someone for a prescription and you are there at the counter. Today I had to say something as I was waiting with 2 others for behind the counter stuff. A member of staff gave me attitude and told me I would have to wait my turn with the prescription people. Which is not on as this pharmacy seems only to start processing the orders when people come in and ask for their prescriptions. They pointed at the sign and tapped on the glass it was on, and said we are busy as it says on the sign. I said you have 4 members of staff behind the counter, you can get sort me and the other two people waiting behind me in a minute or less. Then another member of staff came to support him and I said no, why should I have to wait with the prescription people. I have already complained about how the pharmacy is run. They don’t seem to understand priority and should really get the prescriptions ready so that when people come in they can just collect like any other pharmacy does. If there are three staff doing prescriptions the other one should be monitoring the counter for new customers and over the counter purchases and can help with prescriptions when there is no people in the queue. It’s a saviour that I don’t live here anymore. I feel sorry for everyone who comes here. My parents are in their 80’s and has said how bad the pharmacy is. Surely they need to change.
Visited July 2022
Review titled Rainbow Pharmacy
Replied on 31 July 2022
Hello, Thank you for submitting your comments which we have noted. We regret you feel that you should not have to wait with “prescription people”. Unfortunately we operate a single queue system for people visiting the pharmacy for whatever reason and therefore there should be no confusion about queuing. Whilst you might be generous enough to let an Over-the- Counter customer be served before you, we have found from experience that, other people will take exception to that. Further, and contrary to your assertion, our staff do not ignore anyone at the counter, Nevertheless we will use your comments to remind them to remain observant at all times. With regard to your observation that we only start processing prescriptions when people come in and ask for them, we presume you mean repeat prescriptions. This is something we are constantly having to explain. Local surgeries take two to three days to process requests for repeats and send them to the pharmacy. The message on the surgery website is often wrongly interpreted to mean their prescription will be ready to collect in two to three days. We receive hundreds of prescriptions on a daily basis and by the time they get to us the patient may already have waited for two to three days. If the patient comes to collect their prescription from us on the day we receive it then it will, probably, not be ready. However we will, invariably, prioritise it and dispense the prescription whilst the person waits. The 4 members of staff behind the counter you refer to were, most likely, busy dispensing prescriptions for people waiting at the front. We hope the above goes some way to explain the dilemma our staff face on a daily basis. Yours sincerely, Rainbow Pharmacy.
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Review titled Review customer service ASAP
Rated 1 star out of 5
by Anonymous - Posted on 21 July 2022
Tried for from 11:15-1pm to get through via phone, to double check they had received an emergency prescription that had been admitted. As post op-have to send someone else to collect for me and as they are doing me a favour, don’t want them waiting around with it not being ready as they are so slow on processing, serving customers. Understood COVID-but now we have to live with it, need to improve customer service so people not waiting 100 years for prescriptions as staff work at snail rate and busy chatty, rather than provide the service they are paid to do. I am on regular prescriptions and considering changing pharmacy (although this one is 2 minutes from my house) as have same problem very month with that aswell-waiting 20 minutes minimum for repeat prescription
Visited July 2022
Review titled Rainbow Pharmacy
Replied on 31 July 2022
Hello, We are sorry to hear that you were unable to get through to us by phone. Unfortunately, we have recently had issues with our telephone system which has now been resolved. Waiting for prescriptions, including repeat prescriptions, is sometimes unavoidable. Most surgeries take two to three days to process repeat prescriptions and send them to us. We get them in large batches, all of which we then have to dispense. It is unreasonable to expect a repeat prescription to be ready dispensed on the day it arrives when it has taken up to three days to get to us. “Repeat Prescriptions” may, therefore, still be waiting to be dispensed when people come to collect them on the same day that the prescriptions have been sent to us from the surgery. We always, however, prioritise them and dispense whilst the patient waits. The time taken will depend on the number of items on the prescription. We hope this sheds some light on the reason why people have to wait – even for their repeat prescription. We can also assure you that at the end of the day our staff will leave utterly exhausted but ready for the onslaught the next day. Yours sincerely, Rainbow Pharmacy.
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Review titled Massive help
Rated 5 stars out of 5
by Roger - Posted on 08 June 2022
Went to the pharmacy to collect a prescription which was ready as usual. Quick efficient service. I also asked to speak to the pharmacist about an issue I have had. She recommended a product and it has started work within two days. Keep up the good work.
Visited June 2022
Review titled Rainbow Pharmacy
Replied on 31 July 2022
Hello Roger, Thank you so much for sharing your experience with us. Our team is delighted with your positive comments which reaffirm their hard work and commitment. Many thanks once again. Yours sincerely, Rainbow Pharmacy.
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Review titled Wait times are out of this world
Rated 2 stars out of 5
by Anonymous - Posted on 02 June 2022
Came to get some sick pills from behind the counter. First of all I was extremely disappointed as when I got there it was like Covid times again. The queue was 14 people queuing outside. The line went round into the old peoples housing road. When I got into the pharmacy there was a lot of staff so I did not understand why the queue was so long. I asked for the pills which took minutes to get. I also had to ask for a prescription for my niece. I was waiting 30 mins for someone to come and say that no prescription was put in. And that the last date was the 13th May. As everyone was getting served before me, I did not understand how hard it was to look on the system and just tell me this instead of waiting this long. Also I don’t understand why the staff could not have come out and taken peoples names from outside. The whole system could be done better and more efficiently. Not impressed at all. I live in London and the pharmacy I go to has two people and they don’t have queues like this. I implore you to find a better way.
Visited May 2022
Review titled Rainbow Pharmacy
Replied on 31 July 2022
Hello, We regret you had to wait outside in the queue to be served. Our waiting times are much lower, however you visited the pharmacy during one of the busiest, if not THE busiest, week of the year – the platinum jubilee week. Our premises are fairly small and can only accommodate a handful of people at any given time. We do indeed go out and take names of people waiting for prescriptions. At holiday times particularly queues are usually formed because patients come to collect prescriptions which have only just arrived from their surgery which we then have to dispense whilst they wait. With regard to looking for a prescription, we carry out an exhaustive search which involves not only looking on the patients record but also carrying out a search on the NHS spine (cloud) to see if there is an issued prescription which has failed to download. This can take time during which we continue to serve other people. By doing so we are able to keep the queue down and provide you with up-to-date and accurate information about your prescription. We are constantly striving to improve our services and we take this opportunity to thank you for taking the time to post your comments. Finally, comparing us with a pharmacy which has two staff is probably unfair. With no disrespect to the pharmacy in question we doubt very much if they routinely dispense in excess of ten thousand prescriptions a month. Yours sincerely, Rainbow Pharmacy.