South Shields pharmacy apologises after social-distancing system leaves disabled customer locked out of accessible door

The Galen Pharmacy on Gordon Street, South Shields, has admitted a ‘major communication breakdown’ between staff and a disabled patient who raised concerns that the accessible entrance was out of use.

Ellen Jakeman-Barnes, who lives in the Chichester area, has been struggling for several months while the accessible door has been locked to limit the number of customers inside.

The 25-year-old suffers from scoliosis and uses a rollator walking frame to get around.

But when Ellen asked staff when the door would be open again, on Monday, July 20, she was told they didn’t know and could not open it ‘in line with Covid-19 restrictions’.

Ellen told the Gazette: “The accessible door has been locked and shuttered for four full months.

“I have been managing to get my prescription but I’ve had a few little bruises and bumps on my shin from having to use the handrail for grip and kick my rollator up the stairs whilst trying to get up myself – it’s not very dignified.”

She continued: “When I contacted the pharmacy by email I was told they offered delivery for prescriptions, but I still need to buy over-the-counter medicines.

"When I asked why they can’t shut the able-bodied entrance and keep the fully accessible one open, I was told they couldn’t due to Covid restrictions.”

The pharmacy has now ‘apologised unreservedly’ and confirmed that the accessible door is fully operational again.

In a statement it explained a decision was taken to close one of the entrances following a Covid-19 risk assessment.

The accessible door was chosen due to it being a ‘secondary’ entrance and not visible to patients attending the next door health centre – who may have assumed the pharmacy was closed during the lockdown.

A spokesperson said: “Unfortunately there has been a major communication breakdown between our pharmacy team and the patient for which we apologise unreservedly.

"We should have explained to the patient that after reviewing the guidelines issued by the Government a risk assessment of Galen Pharmacy was undertaken. Following this a decision was made to close one of the pharmacy’s entrances. This permitted us to limit the number of people in the pharmacy to two, in line with the government’s requirements.

“We ought to have made arrangements to open the other entrance on a controlled basis if access was needed.

"Our pharmacy team was concerned to follow the Covid-19 procedures, to ensure the safety of our staff and our patients, and to ensure compliance with government guidelines.”

They added: “We offer a free delivery service to all patients, irrespective of circumstances in the South Tyneside area, which has continued uninterrupted through the lockdown.

"If delivery was not a suitable option, we should have offered to send Ms Jakeman’s prescription to another pharmacy with disabled access.

“Our response to the patient’s initial compliant was inadequate and we are very sorry for that.

“We will be reviewing our complaints processes as a matter of urgency to ensure that we learn lessons from this incident.”

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