Request

In addition to my complaint, I would be grateful if you could set out detail of measures you have taken to address the poor customer service of your NHS contractors in regards to prescriptions? I would be grateful if you could set out the details of improvement training, development and guidance you have undertaken with pharmacy partners; what measures you have in place to address poor performance and the number of complaints and fixed penalty notices issued by BSA concerning poor performance and maladministration from pharmacies. Please provide a breakdown of the total income generated from PCN as a result of this category of complaint for each of the previous three financial years. Please treat this request as a Freedom of Information request.

Response

Question 1 - I would be grateful if you could set out detail of measures you have taken to address the poor customer service of your NHS contractors in regards to prescriptions? I would be grateful if you could set out the details of improvement training, development and guidance you have undertaken with pharmacy partners; what measures you have in place to address poor performance.

I am writing to advise you that following a search of our paper and electronic records, I have established that the information you requested is not held by the NHSBSA. Any concerns about a specific pharmacy's service would typically be handled through individual patient complaints to the pharmacy in the first instance or escalated to NHS England (who commission community pharmacy services) or the relevant Integrated Care Board (ICB) for local oversight of quality and standards.

Having reviewed your request, I believe that it is possible that NHS England may hold some of the information you require. They can be contacted at:

NHS England

PO Box 16738

Redditch

B97 9PT

Telephone 0300 311 22 33

Email: england.contactus@nhs.net

Web http://www.england.nhs.uk/contact-us/foi/

Following the announcement on 13 March 2025 regarding the disbanding of NHS England, please be assured that at this time they can be contacted for information as normal.

More information can be found here: NHS England https://www.england.nhs.uk/

Question 2 - the number of complaints and fixed penalty notices issued by BSA concerning poor performance and maladministration from pharmacies

I am writing to advise you that following a search of our paper and electronic records, I have established that the information you requested is not held by the NHSBSA. We do not monitor data on customer service complaints in regards to pharmacies.