Complaints about script payments on the rise
The sector's paymaster received 4,640 complaints last year, up from 4,184 in 2010, a C+D investigation has found. But complaint levels remain down overall on 2008, when NHS PS's customer services team received 4,743 complaints.
Contractors responding to C+D's Fight for Fairness campaign have previously criticised the paymaster's handling of complaints. And pharmacy business owner Graham Phillips (pictured) this week told C+D: "They've been very quick to respond [when I have made complaints] but they've got absolutely no answers."
Mr Phillips, of Manor Pharmacy (Wheathampstead) Ltd, Hertfordshire, added: "When we make a mistake, it's fraudulent; but when they make a mistake, that's just the way it is."
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Graham Phillips: 'My NHS PS angst'
However, a survey of 184 independent contractors carried out last year on behalf of NHS PS suggested many pharmacists were broadly happy with the way the paymaster had dealt with complaints. Just 16 per cent of respondents who had made a complaint said they were "completely dissatisfied" with the way concerns had been handled.
Mike Hewitson, of Beaminster Pharmacy in Dorset, told C+D: "I've queried my account a couple of times, but each time it's ended up that I owe them money. They've turned my complaints around pretty quickly so I have no problem with the people there – I have a problem with the machines."
But the NHS PS survey did indicate further levels of unhappiness with the prescription payment system. More than a quarter of respondents said they had concerns about inaccuracies in payments and pricing errors, while 18 per cent said there was a lack of transparency.
The survey also found 25 per cent were completely dissatisfied with the accuracy of payment schedules, with only 1 per cent completely satisfied.
My tear-jerking tales of prescription pricing woes - read Graham Phillips' comment here
Click on the link above to sign C+D's petition and help us fight for improved accuracy in payments and compensation where it is due.
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