Reviews

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1. Review titled Poor service and getting worse

   ★

   Rated 1 star out of 5

   by Ian Irving - Posted on 16 February 2023

   This used to be an efficient pharmacy with two white jacket staff dealing promptly with patients. Those staff have been replaced by six unqualified staff who ignore patients. I queued for 10 minutes (again) this morning while staff totally ignored me. When someone finally asked what I wanted she couldn’t find my prescription. Another 5 minute wait. The pharmacy has become bloody useless.

   Visited February 2023

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   Review titled Buxted Pharmacy

   Replied on 26 February 2023

   Dear Mr Irving, Thank you for taking the time to provide feedback. We take all observations regarding our practices seriously, especially when the perception of our way of operating is negative. Like with any business, staff turnover is a challenge faced by all organisations. You are correct in pointing out that much of the staff members are somewhat new to the business and some are altogether inexperienced in the pharmacy profession. These staff members are in the process of nurturing their understanding, knowledge and skillsets, partly through learning 'on the job.' I'm sure you would agree, experience is best gained through practical learning which we are encouraging, rather than restricting staff to books and theory. Some of the staff are in the process of attaining qualifications for their roles, but are always under the supervision of a qualified staff member and pharmacist. I apologise prefusely if you feel you were ignored at the desk. Regardless of experience or qualifications, this should never be the experience of our customers and I take this comment with utmost seriousness. I would really appreciate you coming in to explain the situation you encountered further, to allow me to understand the circumstances more clearly and in turn take the necessary actions to prevent future reoccurence. With regards to the waiting time, there are multiple facets which influence this including (but not limited to) service demand/walk-in activity, prescription volume, staffing, prescrition processing stage, whether you are dispensary or pharmacy patient, stock fulfillment and supplier delays. Some patients will only need to wait around a minute or two, and others much longer based on the circumstances. From your post alone, I am unable to inform you why the waiting period was as it was, but am more than happy to investigate it further and try to make improvements for your next visit, if you should allow us to do so. I would require further input from yourself, so once more I am inviting you to come in and have a conversation with me. I work on site on Wednesdays and otherwise remotely. If you choose not to take up my invitation, then I will finish off by offering my sinceriest appologies for this experince and can only state that all the staff here endevour to improve and develop in their roles, and work very hard to ensure all customers are provided a professional service and are treated with absolute curtousy and respect. Kind Regards, Rafiq (Superintendent Pharmacist) Buxted Pharmacy

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