A WOMAN said she is "outraged" after a pharmacy lost her 97-year-old mother's prescription and did not answer the phone despite her calling 17 times in one week.
Vanessa Bateman-Thornton posted her 97-year-old mother, Doris Bateman's prescription through the door of the Day Lewis Pharmacy, in Adelaide Road, Andover, on the afternoon of Sunday, July 30.
She told the Advertiser that she watched through the window as the piece of paper "hit the floor" at 1pm that day.
Vanessa, who lives in Bournemouth, made the journey to Andover to assist her mother who had been prescribed medication on Friday, June 28.
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She said: "The chemist was closed when I went there, so I posted the prescription through the door and saw it hit the floor.
"I rang them on Monday at 9am to check they had got it but there was no answer. I then called back throughout the week on different days and at different times. I rang constantly, three times a day throughout the week - I called 17 times between Monday and Friday."
Feeling frustrated, Vanessa's daughter visited the pharmacy and find out what had happened.
Vanessa said: "Eventually my daughter went to the chemist and they said they had lost the prescription."
Vanessa said that she "panicked and had to ring up doctors for an emergency prescription to be pinged across" on Friday, July 5.
"I understand there can be teething problems with new management, and it can be busy, but it is actually outrageous that they didn't answer the phone after I called 17 times.
"It was the simplest question that I wanted the answer to - have you got it? [the prescription]"
She added: "You really lose hope, I'm now thinking of not using them again. I understand it can be busy but at the end of the day, if you notice business is busy, take on an extra person to answer the phone.
"Just a simple call or email back stating it's being dealt with and when they'll deliver it as mum is 97 years old and desperately needed it.
"You put your faith in chemists. We all understand they're busy but this is totally inexcusable, unacceptable, and totally unprofessional. I will not be using them again and hope every other patient does the same."
The Advertiser has contacted Day Lewis Pharmacy for a comment.
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