Cleobury Pharmacy (Avicenna Partner) - Kidderminster

Z T

Like other people on this site, I have noticed a complete turnaround at this pharmacy. As the only pharmacy in the local area, it is a lifeline and vital to the community. It is not, however, efficient or professional, which it used to be. I have not commented before, as we all know how much pressure the healthcare system has been under recently. Today, however, I feel obligated.
First, I put my prescription in, a simple box of routine pills, I then sat down to wait my 10 mins. In the next 20 minutes I had to listen (they were not quiet) to all the ins and outs of the shop assistants lives, how stressed they were, how many gears their cars had, why they were upset with the doctors next door and various other pieces of information. All being discussed while the phone rang at least 3 times and was not answered. They discussed patient prescriptions and how worried they were about Strep A, especially as they were “running out of penicillin”. Not something to discuss in front of worried parents!!
In the end, I had to ask again for my prescription, which was then found and handed over.
It has some lovely assistants who are thoughtful and do their best. Today, however, it needed a strong manager to take things to task and help set the standard expected of people handling often delicate situations and vulnerable people.

James Payton

I've always received good service from the pharmacy when collecting my prescriptions. The staff have also helped me out with an issue ordering the specific eye drops that I needed following 2 operations. I can't fault the service I've received from them.

I've previously spoken with the staff about changes to their usual service levels. The pharmacy is extremely busy at the moment and the team are all doing their very best to cope with the impact of Covid on production and supply of medicines, changes to GP processes, a change of manager and an increasing number of patients as a result of poor service from other pharmacies in the surrounding area. They're not purposely avoiding the phone, or delaying processing of prescriptions, or not ordering adequate supplies... they're just really under pressure at the moment.
They have huge quantities of prescriptions coming through each day, for individuals and many care homes in the area.

Ordering prescriptions well in advance, giving them good time to prepare them, checking in advance if they can get (or already have) unusual items will help them to get back to the good service levels that the town is used to.

Please try not to berate them for a short-term blip in service, especially when they're trying so hard to do the best for their community. Many of the team read the reviews and comments, and negativity only goes to impact on morale, which will lead to further issues with service as staff won't feel valued.

They worked their socks off to keep the community safe and well throughout Covid. Let's show them a bit of support back by appreciating their efforts and understanding that things might be a little hard for them at the moment. I'm sure they'll be back to their usual 'gold standard' soon, but they'll really appreciate our help in the meantime. The world of pharmacy is in trouble in general, it's not only Cleobury who are having difficulties.

Jane Flatters

The service we are getting from the Pharmacy is nothing short of disgraceful. We are told to leave 3 working days before collection of our medication but when you get there they havnt even been done, I went in on a Friday after a week of placing my prescription and was told it was being done that day as I wasnt in desperate need of them I said I will call back for them on Saturday then low and behold on Saturday I had to wait 20 minutes for it to be done and I am not the only one having to wait. Please get it sorted.

Shaun M

I have used this pharmacy for a few years now and I have never had an issue that is not resolved quickly. All of the team there are under alot of pressure with staff shortages and an increasing population of cleobury and the surrounding areas. I have always received very good customer service there and they go above and beyond to help with any issues. Maybe people should cut them a little slack and bare in mind the situation they unfortunately find themselves in.

Martin Rodman

The staff went above and beyond to help get my prescription, even though it isn't my usual pharmacy. Great communication throughout. Could not recommend enough, thank you again

Max Berger

One of the pharmacists told me about the NHS Prescription Prepayment Certificate (PPC) seeing as I need two medications each month. With the PPC I stand to save around 120 pounds per year. Amazing service!!

David Johnson

My repeat prescription was collected yesterday with no dosset box included. Whan I called I was told one of my tablets was unavailable, when I asked when it would be available I was told it would be there tomorrow. It was picked up today and the lable said it had been made up on 7/12/2022
Something is not right!

Sally Andrews

I think it’s fair to say that I am a familiar face in this pharmacy both personally and through my job as a carer, it’s also fair to say that the service has been below par in the past - since the arrival of Bryony the current pharmacist the service has improved no end, she is efficient and goes out of her way to help, unfortunately her job is made more difficult by stock shortages but it is clear that the staff are doing their very best to source products and they are all really helpful as always, she’s also brilliant at doing flu jabs as I found out the other day