If a pharmacy makes an error, you must contact our Technical and Procedural team to correct this.
Telephone: 0300 330 1009
Opening hours: Monday to Friday 9:00am to 5:00pm.
Email: technicalandproceduralteam@nhsbsa.nhs.uk
The information you must provide depends on the type of error.
Incorrect patient details
- your pharmacy ODS code
- HRT PPC certificate number
- patient’s full name
- patient’s date of birth
- patient’s address, including postcode
- what needs to be updated.
Missed application
If an HRT PPC was sold but not processed on Manage your service (MYS) within one month, provide the:
- pharmacy ODS code
- pharmacy name
- pharmacy postal address
- pharmacy contact number
- patient’s full name
- patient’s date of birth
- patient’s address, including postcode
- patient’s email address
- date the HRT PPC was sold
- HRT PPC start date. The start date cannot be more than one month before or after the date it was sold
- proof of purchase attach this to your email.
Incorrect certificate type
If you charged the customer for a standard PPC, but processed an HRT PPC, provide the:
- pharmacy ODS code
- HRT PPC certificate number
- patient’s full name
- patient’s date of birth
- patient’s address, including postcode
- pharmacy contact number
- PPC certificate length required
- PPC start date.
The HRT PPC will be cancelled. We’ll send out a standard PPC to the customer by email or post.
If you charged the customer for an HRT PPC but they need a standard PPC, provide the:
- pharmacy ODS code
- HRT PPC certificate number
- patient’s full name
- patient’s date of birth
- patient’s address, including postcode
- pharmacy contact number.
The HRT PPC will be cancelled. You must:
- Refund the customer.
- Take payment for the PPC.
- Process a 3 or 12 month PPC on Pharmacy Sales. The start date must be the same as the HRT PPC.
If the system does not allow you to add the same start date as the HRT PPC, you must contact our Technical and Procedural team. We can process the PPC with the correct dates.