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Lack of apology angers resident

Glemsford Surgery ANL-151229-154833009
Glemsford Surgery ANL-151229-154833009

The decision by NHS England not to apologise for a ‘confusing’ letter about prescription changes in Glemsford has disappointed one villager, after it left the community in panic on Christmas Eve.

Villagers were sent letters by NHS England that appeared to state they lived too close to pick up their prescriptions from the new pharmacy based at Glemsford Surgery in Lion Road.

The letter was simply meant to inform residents about the new pharmacy, letting them now that they needed to opt in or out of picking up prescriptions from the new service.

In response to complaints from residents who called the letter “ridiculous”, Carole Theobald, locality director for NHS England East said: “We are pleased to have supported an application for a NHS pharmacy in the village of Glemsford, which is located in the same building as the GP surgery.

“This means local patients now have direct access to a pharmacist, as well as their GP, at the same location, which will give patients access to another qualified clinician ensuring greater options for self-care.

“For anyone with queries about this change to the dispensing of prescriptions at Glemsford Surgery, please do not hesitate to contact us via email at england.ea-pharm-services@nhs.net or NHS England (East), Victoria House, Capital Park, Fulbourn, CB21 5XB.”

Pauline Currie, who was one of those who was left angered and confused by the letter, said: “On the one hand, it is a pathetic response to the concerns raised over the Christmas Eve letter, and the anxiety and damage caused by it.

“On the other hand, if only they had kept the original letter to this short, concise paragraph, we would have all been quite happy to learn that we now had an enhanced service at the surgery.

“How can they get it so wrong?”

Mrs Currie has written to the complaints team at NHS England and told she would receive a reply by January 20.

Residents also wrote to district and county councillors and South Suffolk MP James Cartlidge.

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