Feeny Medical Practice's plans to scrap telephone requests for repeat prescriptions branded 'outrageous'

A patient of a County Derry health centre has described plans to scrap telephone and voicemail requests for repeat prescriptions from tomorrow (March 1) as 'outrageous'.

Feeny Medical Practice announced the changes via a statement which was posted on its Facebook page on Thursday, February 27.

The post states that they are 'migrating' computer software in March and there will be 'some changes' to the way patients order their repeat medication.

“We are making these changes to encourage people to have more control over their medication, make our prescribing protocols safer and enabling our telephone lines to be more accessible to genuine medical emergencies and enquiries,” the post read.

“From 1st March 2025 Feeny Medical Practice will no longer be accepting repeat medication requests via telephone or voicemail. This service will cease and you must make arrangements to re-order four further ways.”

The current Online Patient service, where repeat prescriptions can be ordered, will also cease working from March 1 with new a online service not going live until April 18. Patients are being urged to ensure their contact email address is stored on file so that a new registration link can be sent.

Other ways that patients are being advised to order repeat prescriptions include making a 'manual request order' on the health centre's website or by dropping a 'repeat medication slip' into a secure mail box at reception 48 hours before collecting from their nominated pharmacy.

Alternatively, patients are offered the option of requesting repeat medication via post but are advised to allow adequate time for postal delays.

Feeny Medical Practice added: “The vulnerable, elderly and those without online access will, of course, be considered to have access to make their requests in a way which suits them best. We request that these people get in touch with the Practice so we can be aware of their circumstances and we can continue to assist them.”

The new arrangements have been described as 'outrageous' by one angry patient.

The woman, who does not want to be named, said: “To announce one working day before a service is no longer available that the online prescription service will go down on March 1st and the replacement is not available until April 18^th, it's outrageous. Then add that we are no longer taking phone calls from March 1st. So for six weeks the only option is to leave a letter in the box provided or post a letter.

“I work from 8am to 5pm so the box option isn't available for me unless it's outside. If I post it I'll need to pay for a stamp, write a letter like it's 1960, then find a postbox because the Post Office only opens part time now too. 

“Then if, and when I finally do get my repeat request submitted, the letter can be lost in the post or the doctor can decide it's too long since you had that tablet and you need to come in but no one phones you to tell you and when you get to the chemist on a Saturday because you work all week the chemist says: 'there's nothing here for you' and you've lost seven to ten days trying to get something that you don't know you weren't getting.

“Surely if they knew their online services were being taken down on March 1st and won't be replaced to April 18^th, they should be keeping the phone lines open until after the 18th to give patients an option.”

The patient has also expressed concern for the elderly who may not have online access.

“Elderly people already feel vulnerable in this fast paced, ever changing, digital, cashless world - now when they are poorly and at their most vulnerable they have to write a letter,” added the woman.

Feeny Medical Practice has this evening responded with the following statement: “Feeny Medical understand that some of the changes communicated will cause some concern for some of our patients , we apologise for any confusion or distress to anyone. We would like to stress that these changes will make significant improvements to our practice efficiencies, patient care and safety.  

“We encourage as many of our patients to sign up to the new online services from the 18th March, to manage and track their own medicines. In the meantime the telephone lines will remain open for our patients to make requests for their prescriptions. A proportion of our patient base have already been using this service to suit their busy lives.

“We appreciate that some of our patients do not have access to online services, these patients are encouraged to make themselves known to the practice , so we can continue to support them. They will be able to make their requests via telephones  as they have always done so.  We are eliminating the voicemail function to reduce errors and delays to repeat medications only. Our aim is to ensure the correct medication is issued to patients and to update their records and ensure safety of prescribing protocols are followed.

“The practice is committed to providing a caring service whilst making efficiencies by using modern technologies to support our growing practice thus make it easier for our patients to contact us when they have medical concerns.”