Staff need better mental health training in the St Thomas’s Hospital branch. A young man who was in obvious distress while waiting to collect his medication was told by an assistant that his medication wasn’t available and would be couriered from guys hospital. He was told that it would arrive soon and to sit and wait, It wasn’t until the young man collapsed that the pharmacy called for medical assistance, and he was then told that his medication would be 2 to 3 hours. So the pharmacy assistant was basically willing to let someone in obvious mental distress sit and wait for this length of time. The young man was eventually taken to A&E. Shame on you Lloyds Pharmacy for not training your staff properly. This is mental awareness week, make your staff aware. The store is also a complete mess, hardly any products on shelves.

Please please sort out this awful pharmacy! Or please please please Guy’s hospital, stop giving outpatient prescriptions that can only be retrieved from here. I was told it would be 1-1.5hrs… after 2.5hrs of waiting I had to just leave because I was told it would be at least 1hr or more. For a basic prescription, nothing complicated. People were crying from waiting. The tiny corridors were packed with people so close to each other that it felt like a hot, disease-spreading cupboard. Cancer patients couldn’t get their chemotherapy meds. Staff refused to speak to anyone. It was utterly disgraceful.

This is the worst pharmacy I have ever been to staff don’t have a clue what there doing. Speak and treat you like dirt. Medication is not delivered and just left sitting there. Ever time they were suppose to deliver to me I have had to call up and chase after days a week. Your put on hold and just left holding for at least 20 mins. The place is a shambles I sugggest they train there staff in customer services skills even better sack them all and start again 🤬

1:30 hours waiting for a simple prescription. Plus no paracetamol in the pharmacy. This vital service should be checked .

BE AWARE! They implemented a new system, and waiting time for a prescription is min 2h! And they don't tell you in advance. They also have the option to send it to another pharmacy. They can only send it to Guys hospital, where waiting times are even longer. Your other option is to come back to a&e and request a prescription in a paper form, but you might need to wait in the queue again.

Over one and a quarter hours wait for a much needed simple one box pain relief prescription. Told it would be 45 minutes when handed in which is terrible anyway. Literally over 22 other people waiting all around the small pharmacy at Guy's Hospital. Hopeless management should be changed for this vital service.

Ignoring and refusing service and assistance for the ill is the job they do best

The staff was a bit temperamental, not friendly, there was no customer service at all, at the end of the day, I'm the paying customer, the last thing I want is looking at someone's aggressive and unfriendly face, especially when I was not well. .. Not going there anymore. Hope the management can look at the views. Or St Thomas hospital can do something about it.

One of the slowest service I have ever seen. No clue how staff takes that long to fill each order, 1h30 of waiting with around 10 people ahead of me in the queue for basic prescriptions.

Possibly the worst pharmacy in London. We waited one hour forty minutes for our medication. When the number disappeared off the board, the lady dispensing to medication totally ignored us. Until I said excuse me, no apology, no professionalism. Lloyds needs to train their staff and look into the inadequate service they currently provide.

No considerstion of how seriously ill or upset a patient is. Pharmacy Despensing service is dreadful. Sent back to oncology because pharmacy wasn't happy with the prescription. They could easily have phoned for clarification. Then you get told it will be anything from an hour to four....You can't use another pharmacy without going to get the prescription changed by your doctor for a local pharmacy. Outrageous way to treat ill and or upset patients.

Absolutely rúbida! The worst customer service that I can imagine! I have been using the pharmacy inside my clinic at same hospital an today I went to collect some medication and never see so rude staff like that !

Worst pharmacy I’ve ever been too. Had to wait 1 hour and 30 mins for a simple prescription. Staff unhelpful too

The most horrible pharmacy in my life! I waited for 2 hours to get the meds! The pharmacists forgot things here and there, pointed fingers and colleagues who forgot something. It's insane experience! Zero compassion to patients! I would give 0/-1 if I could.

Slowest and rudest people ever they should be ashamed . Not to mention the amount of time u wait for your medicine if you weren’t sick when u arrived u will be by the time you leave after waiting for hours

Worse pharmacy all over the uk very rude staff specially pharmacist I visited St Thomas hospital with my 9 years old daughter she had eczema and dermatologist changed creams and when I went pharmacy to collect my daughter medicine after more then 1 hour wait she gave me wrong cream and when I told her why she cancelled medication which one described by dermatologist she called a Asian female with head scarf who was so rude and show me very bad attitude I was very disappointed and when I asked her to give me my daughter prescription back I will get from some where else she throw prescription paper and walked away my daughter asked me what’s wrong with her Why she did that’s ?? I was very angry but controls myself and walked out with prescription anyone please tell me how I officially complaint against her

Lady from pharmacy really not friendly. I was waiting to pick up my medication for half an hour while it was ready on the counter all this time... I was prescribed 3 months supply of tablets and have been given only one month and informed I have to go get more from my gp which will cost extra money.

For sure staff are not very friendly. I understand they are very busy but I had to wait over 2hrs for my medications.

I was hospitalised and a lady from the pharmacy came to ask what kind of medications I take. Came across to my laaglyda which I take for my diabetes for a very long time. She did not know this medication an asked me kinda rudely if I brought it from my own country. I am a cancer patient and the last thing I needed that her unprofessional and degrading attitude towards me. I am a british citizen with a foreign accent. If that bothered her, that’s her problem and do not give her the right to talk like she did. The medication mentioned above prescribed by british GP. As a pharmacist, regular updates on medications is essential.

Staff is friendly but they have seeeeeeeerious issues with the waiting time for the prescriptions. Way over one hour and if they don’t have the medicine you need they are not even connected to the doctors working in the hospital to request some alternatives. You as a patient will be absolutely helpless. Ended up going back to my local GP the following day who had to swap the outpatient prescription to normal NHS prescription so the sick person (me) can actually get the medicine from other pharmacies. The Lloyds Pharmacy has leaflets everywhere to be patient with them as they are aware of the long waiting time but this has been on for several months now without any improvements whatsoever.

Either the hospital is creating too many prescriptions or this is a terribly run pharmacy. The waiting times are long, the organisation is terrible, the queues are slow. Unfortunately if you get a prescription in the hospital you seem to have to come here so they have a monopoly and everyone has to lump it. It'd be funny if it weren't everyone's valuable time being wasted and sick people being forced to queue multiple times

They should get the transport ministry and everyone in charge of the railways to run this place. It’d be ten times better!! I’ve seriously never been anywhere, any type of establishment, as badly managed as this pharmacy. Unfortunately, the patients waiting here have little if any choice in the matter.

Called just now at 17:30 on 22/02/22. The fact that i would leave a review immediately after call is an indication of the terrible customer service. When the call was picked up the person on the end didn’t even say hello, when i said hello they returned with a “yes” like i was bothering them. And when I enquired about the prescription she lied and said they didn’t have the item in stock when it was to do with the prescription i had. Whoever this lady is that multiple people have complained about her rudeness she needs to be addressed about it. Horrendous. If you hate working there then leave🙄

Reviewing the *St Guy's Outpatient Pharmacy*: Terrible organisation, insane waiting time (1 hour +), number not showing as ready (just disappeared from the list), small space to queue (packed like sardines). To top it off, after waiting, queueing, waiting more at the collection counter, got told that they don't have the medicine!

Waited 3 hours to pick up some eye drops. Top tip: just ask your doctor to send your prescription to your GP (if they can). It would probably be quicker to drive to your GP and pick it up there.

Been to the pharmacy 3 times over the past 6 weeks . Wait time was more that 2 hours at each visit. Staff really under pressure and stressed trying to deal with the high volume of patients, all waiting over an hour to have prescriptions dispensed. No social distancing. Sick patients with various conditions on top of each other. Screens not working. Make sure you add 3 hours to your hospital visit when picking up medication.

Slow, 40’ already waiting for 1eye drop. Don’t have an idea how long I’ll still be waiting. 3 assistant at the front 1? 3? At the back ! Don’t seem to cope. Please accelerate🙏

Always so friendly and helpful, thank you x

How can you be a manager/supervisor and not be trained on how to speak to neurodivergent patients who are obviously in distress? The person wasn't even being rude at all. They were merely asking a question and trying to understand and she wasn't trying to be helpful at all and was rude and dismissive. The staff who was speaking to the person before seemed very sweet actually, but suddenly the supervisor asked from the back "What is wrong?" in a very aggressive tone. The staff explained the situation (my understanding is they didn't communicate the solution to the situation to the patient from the start though). Then, the supervisor asked -not very discreetly- if the patient wasn't cooperating. Obviously her attitude caused the patient discomfort. Seriously, train your stuff to have some empathy. People who go to a hospital pharmacy are very often stressed already. Not to mention that your staff should be extra sensitive to people with disabilities and neurodivergents.

I have to use the Lloyds Pharmacy in the Southwark Wing of Guy's hospital. The queues & waiting times for 'collections' i.e. prescriptions already made and bagged, is truly atrocious. I can't express here how angry & insulted I am and how abused I feel by this shockingly badly run understaffed private service. My experience yesterday 3 May was bad but only made bearable by a positive conversation with a fellow patient waiting. We talked for 20 minutes before my turn came. My last experience was much worse, it was like check in on a busy flight at an airport. I formally complained & got a pathetic blame passing reply - 16 weeks later - signed by the Trust's Chief Executive Ian Abbs. Complaining makes no difference. Our NHS is being ruined by outsiders like Lloyds Pharmacy and the NHS managers in their pockets

Not sure who is managing this pharmacy but the organisation is a shambles. There is always a long queue. Having spent all day in clinic / chemo the last thing anyone wants to do is wait hours for a prescription, which is always the case!

They didn't helped me with a prescription that was issued in a European country and told me that I need to contact with my GP. Even though they are allowed by law to dispense my medicine and even they have a full guidance issued by government what to do with a prescription from abroad. The lady was repeating that I need to contact with my GP.

I wish there was no stars to award Where do I start ...after waiting for one hour and 35 minutes we where told they where out of stock bearing in mind the patient has parkinsons disease. We where told to go to lloyds pharmacy at St. Thomas hospital wich is about two miles away we where also told we wouldn't have to wait as they where waiting for us to collect the prescription When we got there the person handling our prescription told us we need to wait about 45 minutes to collect it and that their colleagues at Guys where liars. We don't care who's lying we just need to be treated with respect Very about staff at both ends The NHS has outsourced their pharmacies and its even worse than before . It's now 6.43 pm we are still waiting for this medication for a parkinsons sufferer it's just not right

Worst pharmacy I been.... They on the cashier with hand tattoo super rude... He doesn't know nothing he just run from the shop up to down.... They say 20min waiting!!! I BEEN THERE FOR MORE THAT ONE HOUR. A JOKE..... Avoid this pharmacy at all cost.

Waited 2 hours to get medication after discovering that they didn't give me everything that I payed for they told me fo go to GP to get new prescription. Very unprofessional staff The hospital is very nice but the pharmacy is a joke

Over a period of about 2 years I have had medication delivered on at least 3 occasions. With the exception of one which was delivered at 1am by a very wet courier who came by motorcycle all were delivered on time. Without exception the couriers were professional and polite. I live in the countryside and am not easy to find.