Repeated Dispensing of Incorrect Prescription and Request for Immediate Resolution

On June 2025, my mother visited her doctor and was issued a new prescription. I immediately took this prescription to Clicks at MetLife in Qonce to have it updated in your system.

Despite this, in July we received the same old medication that my mother had previously been using. My sister contacted the pharmacy, and we were assured that the system would be updated. Unfortunately, my mother was forced to continue using the incorrect medication for that month.

On 14 August 2025, I returned to the pharmacy to collect her prescription. I was informed that there was a levy to pay, which led me to believe it was the new prescription, as the old one never carried a levy. However, when I arrived home, I discovered that once again, the same old medication had been dispensed.

I immediately contacted the pharmacy and was told, yet again, that the error was regrettable. I was also asked to make a 90km round trip from Burnshill to Qonce to correct the mistake. This is unacceptable. My mother has now completely run out of her medication, and she urgently requires the correct prescription as issued by her doctor in June.

I expect this matter to be resolved immediately, with the correct medication provided without further inconvenience or cost to us. This is now a recurring error that has caused both financial and health risks to my mother, and it must be addressed as a matter of urgency.