Bradford on Avon pharmacy customer told to 'get out' by staff

Ned Vaught protested to the Day Lewis pharmacy chain head office about the 'chaos' at the Bradford on Avon branch, which has been hit by a backlog, staff shortages and a cut in opening hours.

He says he was told to leave the pharmacy next to the Health Centre in Station Approach after complaining to staff when they closed the doors early.

People queuing outside the Day Lewis pharmacy store in Station Approach, Bradford on Avon. Photo: Trevor Porter 69990-2 (Image: Trevor Porter 69990-2)

Mr Vaught says he went on to make three visits before being able to collect all the medications prescribed for his wife Anna’s heart condition.

He later protested to the firm’s head office about the ‘chaos’, which Day Lewis says is caused by staff shortages after five staff left in quick succession.

Mr Vaught told the firm’s customer care department: “The woman who came to the door spoke very aggressively to those of us waiting patiently to be let in. Or perhaps she was just very frustrated and letting it show.

“Anyway, it's a pretty upsetting way to find out I can't collect my wife's heart medication.

“I understand something's gone wrong and it's probably not the fault of your staff. But there are a lot of upset people being denied medication. It could be handled better.

“I'm not a lawyer, but from what I can see on this website changing a pharmacy opening hours without providing alternative provision is illegal. I wasn’t offered an alternative. I was just told to get out."

On Friday afternoon (July 21), there was a queue of people waiting to collect prescriptions from the store, which should have opened at 2pm but was still closed at 2.10pm.

People queuing outside the Day Lewis Pharmacy store on Friday. Photo: John Baker (Image: John Baker)

One woman in the queue, who did not wish to be named, said: “I’ve been waiting 20 minutes and they’re still not open.”

Another man was banging on the windows and doors to try and make the staff inside open up.

The notice on the Day Lewis pharmacy store door. Photo: John Baker (Image: John Baker)

A notice on the door read: “Due to staff shortages the waiting time and queuing times will be longer.

“We understand your frustration but we will not tolerate aggressive behaviour. Thank you for your patience.”

When the door opened, dispenser Lou Larby said that five staff members had left within a month, including the pharmacist, causing a backlog of made-up prescriptions.

“I know it is bad but we are aware of the problems and we’re here to fix it," she said. "We’re bringing people up from Bournemouth and Yeovil at least three times a week.

“We’re using two pharmacists and five dispensers and are working at weekends to try and clear the whole lot because it has got behind.

“We are trying. If people will give us six weeks, we should be back up to where we were with fully trained staff.”

Mr Vaught claimed: “In the many years I've used this pharmacy I've rarely seen more than four people working in it.

“Yesterday between 12-1pm, there were nine people behind the counter - more than double the usual number. I can't see how this could be described as a ‘shortage’.

“Everyone was working flat out and very stressed looking. There were clearly problems, but a lack of people was obviously not the issue.”

A spokesperson for Day Lewis, which runs more than 250 pharmacies nationwide, said the Bradford on Avon store had closed an hour earlier than usual on a couple of days due to “unforeseen staff shortages”.

He added: “We are actively addressing the situation to prevent similar occurrences and ensure that our customers have access to their medications promptly and conveniently.”