Chronic medication delivered at a ****a shop for 2 months while the patient went on without medication

I am writing to lodge an escalated and formal complaint regarding the unacceptable and negligent handling of my grandmother’s chronic medication by your delivery service.

This incident is extremely serious and has placed an elderly, chronically ill patient at medical risk.

In the most recent delivery, medication that requires immediate refrigeration, including diabetes medication, was delivered to an unrelated local ****a shop without our knowledge or consent. We were only contacted three weeks later by the shop owner, who indicated that the medication had been sitting there while attempting to locate the intended recipient.

During this period: • The medication was not refrigerated as required. • My grandmother ran out of essential chronic medication. • The medication is now unsafe, unusable, and medically compromised.

This incident raises extremely serious concerns, including: 1. Patient Safety: The failure to deliver temperature-sensitive medication correctly resulted in an elderly patient being without life-sustaining medication and receiving medication that is no longer safe for use. 2. Patient Confidentiality and Privacy: Delivering medication to a random third party is a gross breach of patient confidentiality. Medication packaging contains identifiable patient information, and leaving it at an unrelated business exposes sensitive health information to unauthorised individuals. 3. Negligence and Trust: It is entirely unreasonable to expect a patient to trust or use medication that has been left unattended at a random location for weeks, with no assurance regarding storage conditions or handling.

I require the following with immediate effect: • A full written explanation of how this delivery failure and confidentiality breach occurred. • Immediate replacement of all affected medication. • Written confirmation of corrective and disciplinary measures taken to prevent recurrence. • Escalation of this matter to senior management and quality assurance.

It is deeply concerning that a courier entrusted with delivering chronic medication could leave medication at an unrelated shop for weeks. This conduct falls far below acceptable standards of care, professionalism, and patient safety.

Please treat this matter as urgent. I expect a written response within 48 hours.