FOI 2026/1866

For the time period 1 July 2025 – 30 June 2026, please could you share:

1. How many complaints you received relating to patient’s nominated pharmacy being set or changed without their consent?
2. What action you took following these complaints?
3. What action you are taking on the issue of EPS nomination theft generally.

1. Between 1 July 2025 and 30 June 2026, 92 complaints were received by NHS Greater Manchester from patients whose nominated pharmacy was changed without their consent.

2. For each complaint received a request is made to the patient for consent to provide their name, date of birth and NHS number to allow access to data in relation to nomination changes. With this information a request is made to the EPS Support team to access to the patient’s Electronic Prescription Service (EPS) data, this information shows the changes that have taken place to the patient’s pharmacy nomination, who made the change, where the change was made from and to and the date the change took place.  A local dispute resolution letter is then sent to the pharmacy where nomination has changed without consent, the letter includes the DOB and NHS number for the patient(s) who have/has made a complaint.  The pharmacy(s) are asked to undertake an internal investigation and provide a detailed response which gives reasons for the changes being made, learning from the event and actions to be taken as a result.

The information is taken to the Pharmaceutical Services Regulations Committee (Panel) for discussion and any further actions needed as a result of the response from the pharmacy contractor.  Actions taken to date have included suspension of Smartcards where it has been shown that a high volume of nomination changes have been actioned for a number of patients, without consent, by the same pharmacy over a short period of time by the same individual.  For pharmacies where a single complaint has been received the actions have included additional training for all staff members, updates to the pharmacy’s Standard Operating Procedures and a period of review.

3. There has been an update in the national guidance in relation to EPS nomination process. This has been shared with all pharmacies via email, through the NHS GM Portal, it is also available on the NHS digital website, Community Pharmacy England (CPE) website and Community Pharmacy Greater Manchester (CPGM) website.

EPS nomination: standards that must be followed – NHS England Digital

The guidance contains the 4 standards for nomination which includes seeking a patient’s consent on each occasion that is necessary e.g. issuing of a new prescription.  It is recommended, but not mandated, that an electronic or written record of the patient’s consent is kept in case of future queries.

NHS GM are working closely with CPGM, the Local Pharmaceutical Committee to ensure issues of EPS Nomination changes without consent are reviewed and discussions held with the pharmacies involved.