Colne Road Surgery

Dear Patient

I am so sorry that our customer service standards have fallen below the level that you would have expected and would like to apologise for this and any undue stress this had caused you.

As a practice, we do actively promote the use of digital apps to assist you when ordering your medication, book and cancel appointments or to communicate directly with us. We do however totally understand that not all patients have access to technology to allow them to do this and some patients simply do not wish to use this form of communication/ordering process.

All our administration staff offer different options we have available to all our patients, such as:

* ordering over the phone for our elderly and vulnerable patients
* ordering at the practice in person
* ordering via email
* completing a prescription request form and popping this in our prescription request
box at the practice

I really would like to discuss this further and help resolve this for you. This would also provide an opportunity to explain why we discuss self-care treatments with patients and sign-post to the most appropriate service. Please could you contact the surgery and ask to speak to the Reception Manager, Mandy or alternatively you can email us with a convenient time for us to contact you, our email address: colneroad.surgery@nhs.net.

Thank you
Helen Slater
Practice manager