Abstract
A 46-year-old woman consults with you. She is treated for hypertension with monotherapy on repeat prescription. She is obviously angry and states that she has just picked up her prescription from the dispensary and her medication has been changed without her knowledge. There was a note in the bag informing her of the change. She has read in the papers about doctors who give cheaper drugs and wants to know if this is why the switch has been made.
How might you diffuse her anger?
You read her notes and discover that her medication has been changed to a cheaper alternative as part of a local cost saving initiative. On reflection, you feel that the communication to the patient regarding the switch in medication was inappropriate.
How might you explain why the practice felt it was necessary to make this change?
How do you think it is best to inform patients of drug switches and who do you think is responsible for doing that?
How would you try to negotiate a mutually agreeable management plan with the patient involving her in the decision-making process?
She remains furious despite your explanation and wants to make a formal complaint about the situation to the practice or the Primary Care Trust.
How would you advise her regarding how to make a formal complaint and are you aware of the complaints procedure at your practice?
British Medical Association (BMA). Focus on. … excessive prescribing. Accessed via
www.bma.org.uk/health_promotion_ethics/drugs_prescribing/focusexcessive.jsp
General Medical Council (GMC). Good practice in prescribing medicines—guidance for doctors. Accessed via www.gmc-uk.org/guidance/ethical_guidance/prescriptions_faqs.asp
General Practitioners Committee (GPC). Information and guidance in prescribing in general practice. Accessed via www.wessexlmcs.com/c2/uploads/information%20and%20guidance%20on%20prescribing%20in%20general%20practice.pdf
NHS Choices. Complaints. Accessed via www.nhs.uk/choiceintheNHS/Rightsandpledges/complaints/Pages/NHScomplaints.aspx