Thank you for your request for information about the following:

Internal process and guidance for the MEDEX renewal process and the guidance for making reasonable adjustments

Your request was received on 17 April 2023 and I am dealing with it under the terms of the Freedom of Information Act 2000.

Response

This process is managed through our scanning software image processing application (IPA). There is a paper route but it follows the same rules outlined below and details are manually entered onto the system. Please see below for a breakdown of the process.

• Application received by the BSA
• Applications are scanned and read by the IPA software and a record is created with a reference number. If the software is satisfied that all details have been scanned correctly it will automatically issue a Medex to the customer.
• If the software is not sure on a section of the form, that section of the form will be presented to a staff member (processor) and the processor will manually input the details.
• If all details are correct the processor will save the form and move onto the next application. The system then automatically issues a Medex to the customer.
• If the processor is unable to read the handwriting, details are missing or needs clarification, they will mark the record as pending and send a further information letter to the customer by either text, email or letter. In the letter, depending on the question, it states that customers can contact us and provide the details over the phone and once these details are provided the record will be updated and a Medex issued to the customer.
• The only time we do not offer this is when a signature is missing and we send a physical letter along with a copy of the form to have it signed and returned, due to this being a legal document. Once received the record will be noted and a Medex issued to the customer.
• If the form comes with a covering letter asking for a Medex for other reasons outside the 9 defined reasons, it would be declined, and a letter sent explaining why.

Guidance for making reasonable adjustments.

There are no guides for making reasonable adjustment in the sense of moving outside the defined 9 reasons for having Medex. As these 9 reasons for having a Medex are set out by DHSC and we have no scope to move outside of these.

For customers with accessibility needs the form should be completed by a GP and submitted on their behalf, as a doctor needs to sign the form and can do so on the customers behalf. We also offer multiple contact options to support people with accessibility needs.

Data Queries

If you have any queries regarding the data provided, or if you plan on publishing the data please contact nhsbsa.foirequests@nhs.net ensuring you quote the above reference. This is important to ensure that the figures are not misunderstood or misrepresented.

If you plan on producing a press or broadcast story based upon the data please contact nhsbsa.communicationsteam@nhs.net. This is important to ensure that the figures are not misunderstood or misrepresented.

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright. This information is licenced under the terms of the Open Government Licence detailed at: http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Should you wish to re-use the information you must include the following statement: “NHSBSA Copyright 2023” This information is licenced under the terms of the Open Government Licence:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Failure to do so is a breach of the terms of the licence.

Information you receive which is not subject to NHSBSA Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. Please obtain their permission before reproducing any third party (non NHSBSA Copyright) information.