I would like to raise a complaint regarding my recent experience with Richmond Pharmacology.I initially contacted their team in February to express interest in participating in one of your clinical trials. During this process, I completed a phone screening with a lovely lady where I answered all relevant medical questions. Following this, I provided consent for them to contact my GP and access my medical records.At a later stage, I was informed by the lovely lady that my medical records had been received and that everything was in place. I was told that whenever I was ready, I could proceed with booking into a trial. I was also given potential dates in April, as I was unavailable during February and March.Based on this information, I confirmed my availability and was advised to call back to secure a booking. I therefore requested and received approval for time off work.However, when I contacted their team again on Monday to finalise the booking, I was told by another associate (Julia) that I needed to provide consent for my medical records again, which I found confusing as this had already been done.The following day, I received an email stating that it would not be possible to book me in after a review of my medical records. This is particularly frustrating, as I had previously been told that they received my medicals records already. That my medical records were on their system already and that I could proceed with booking whenever I was ready.It appears that there is a lack of clear communication and internal coordination. I understand that there is a need for a medical review by a doctor before confirming eligibility. But, by telling me that we already have your medicals records in your system that you just need to book you in, I thought that they already checked my eligibility and so on and determined that I would be eligible for the trial. While I understand that a doctor must review medical records before confirming eligibility, I was given misleading information that led me to believe this process had already been completed.I know that I would have to attend a pre-trial testing where they check if you have drugs on the system, check your urine and so on. I know all of this because I’m a blood donor. I even stopped donated blood because of this trials.As a result of this misinformation, I booked annual leave unnecessarily.I was later told that my ineligibility may be due to medication I take. I only mediation that I take is for migraines (such as Anadin Extra and other occasional medication that I take just occasionally when I have migraines as I don’t take them every single day. Only when I have migraines!). I fully understand and accept if this affects my eligibility: me taking pills for migraines occasionally. However, my concern is not the decision itself, but the process and the misleading information I was given. Apparently the doctor only check your eligibility when they book you in on the system. So you book in and then the doctor go to access your medical records to check eligibility at the same time.Additionally, when I requested to speak with a manager, I was told this was not necessary by Julia. That she understood how I felts, but that it was an unnecessary thing to do. When I eventually spoke with a manager (Amina), I felt that my concerns were not taken seriously, and there was little understanding of the inconvenience caused. She was very full of herself! She told me that she didn’t see any problem. I hope both ladies never are put in such a situation. Good luck for them. I think the company is in good hands.Overall, I am very disappointed with the level of customer service and communication. I would strongly recommend that in future, participants are clearly informed and please if you want to participate don’t book any time off when they tell you to the just call to booked you in.This experience has resulted in a significant waste of my time and annual leave. Yes, because now I book holidays for nothing! Don’t waste your time.
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