Patient Choice and IT

Some points are set out below which relate to patient choice and Patient Facing Services (PFS). These are also sometimes referred to as ‘GP online services’ or ‘online services’.

• NHS Digital technically assures certain PFS. The services are: (1) Patient access to electronic health records; (2) Ordering of repeat prescription; or (3) GP appointment booking; (4) certain GP practice communication to patient.
• Some of the providers that provide at least some of the PFSs will also work with a limited selection of pharma(cies). Some pharmacy contractors may also have their own tool or a selected tool which enables their patients to make use of PFS. Any pharmacy contractor can start to consider opportunities to help patients benefit from the use of PFS e.g. promotion of NHS App or an equivalent app/tool which allows PFS without influencing choice of pharmacy.
• Patients have the right to choose any pharmacy to provide services for them. Patient choice of pharmacy should not be unduly influenced. Patients which believe their choice has been restricted may follow the process set-out on NHS England’s Poster/guidance on freedom of choice including patient process for complaints (pdf). The patient might request that their GP practice is not made aware of the complaint and if so, they can mention this within their complaint. They may also cc others into the complaint (e.g. the pharmacy) or may also mention within the complaint, whether the complaint can be shared with others such as the system provider, NHS England and Community Pharmacy England. Patients or others may also complain in person or anonymously using the process mentioned earlier set out on the NHS patient complaints webpage. NHS England has delegated the responsibility of accepting patient complaints to ICBs.
• See also: the EPS nomination section of this webpage, Patient apps and their features and reporting apps, and the previously-mentioned Direction of prescriptions webpage.

Patients can, if they are concerned about their nomination choices being restricted, use this letter (Northamptonshire ICB and BLMK ICB versions available) to raise their complaint.

Patient letter of complaint Northamptonshire ICB and Patient letter of complaint BLMK ICB