Mr B felt that he had been penalised because of NHS Business Services Authority's lack of communication with other NHS organisations over renewing his certificate which entitled him to free prescriptions.
What happened
Mr B claimed exemption from paying for a prescription, believing he had a valid medical exemption certificate. However, his certificate had expired but Mr B was unaware of this. The Authority had previously written to Mr B to advise him of a change in process, and to remind him to renew his certificate. Mr B did not receive the letters, as he had changed address.
Mr B had updated his records with his local hospital, his GP, and his diabetes clinic, and assumed his records would be updated throughout the NHS.
What we found
We did not uphold this complaint. The prescription form clearly shows it is the patient's responsibility to make sure they complete it accurately. Mr B signed a statement agreeing to 'appropriate action' if it was found he had claimed prescription charges without having an exemption certificate. The exemption certificate itself contained a valid from and expiry date.
The NHS Business Services Authority made reasonable efforts to contact Mr B, and although he qualified for exemption, he did not have a valid certificate when he made his claim for exemption from his prescription charge.
NHS Business Services Authority
Essex
Not applicable
Not applicable