Telephonic Nurse Consultation and Medication Coverage*

Dear Dis-Chem Health Team,

I would like to formally express my disappointment regarding the service I received today.

I initially contacted you because I wanted pre-authorisation to consult my GP as I am currently unwell. Instead, I was referred to a telephonic consultation with a nurse, who advised that I did not need to see my GP and that she would issue a prescription for me.

During the consultation, I specifically asked whether the medication prescribed would be covered, and I was assured that it would be. I was therefore extremely disappointed when I was later contacted and informed that only three of the prescribed items would be covered, while basic medication I currently need for my symptoms, including Panado and throat lozenges, would not be covered.

This leaves me questioning the benefit of being directed to a telephonic nurse consultation instead of being allowed to consult my GP, who would have been able to assess me properly and dispense the medication I need.

To make matters worse, I was informed that the medication would not be delivered and that I would need to collect it from Kenilworth. I am currently sick and do not feel well enough to travel to Kenilworth simply to collect medication. I have also previously had medication delivered to me, so I would appreciate an explanation as to why delivery is suddenly not available in this instance.

I pay for medical insurance because I expect it to assist me when I am unwell. At the moment, I have followed the process I was directed to follow, yet I am still without some of the medication I need and am expected to travel while sick to collect the limited medication that has been approved.

Please explain why I was directed away from my GP, why I was assured that the nurse's prescription would be covered when this was not the case, and why delivery cannot be arranged.

I would appreciate this matter being addressed urgently.