Reporting IT issues (EPS/IT/digital)

Reporting IT issues (EPS/IT/digital)

Read PSNC’s Reporting EPS escalation route 1-page factsheet.

You can also contact PSNC’s IT Lead/team to raise IT questions. More about raising IT queries is listed below:

Reporting and escalating IT items or comments

Apps: Refer to the ‘Feeding back or reporting about apps’ section of PSNC’s apps webpage or

EPS: In addition to the Reporting EPS factsheet, another issue reported has been patients arriving at the pharmacy but their electronic prescription is not there as expected. The advice on locating a missing EPS prescription mentions the EPS Tracker can assist with resolving the issue. Or

EPS nomination: Patients who wish to complain that they may be having their EPS nomination choices restricted, may complain to NHS England e.g. by writing to NHS England ( with ‘your prescription: your choice’ in the subject line as per the NHS nomination poster, and if they wish they may also cc the email address of their genuinely chosen pharmacy. Read more at Nomination and patient choice. Or

Local Pharmaceutical Committees (LPCs) using or assisting their pharmacy contractors with IT escalation routes and seeking PSNC support may also seek assistance from PSNC’s IT Lead:

Medicine database issues: Medicinal items must be mapped against NHS medicine database and there is a reporting process outlined on this webpage. Or

NHSmail (see technical queries section of the main NHSmail webpage). PSNC can assist with escalation in accordance with the escalation process (

ODS change: Pharmacy or ODS change checklist includes information about escalating ODS related items. Or

Patient choice and technology: You may escalate to a system provider if you believe their system may have started to restrict a patient’s proper choice. You may also explore whether others such as patients and GP practices have already asked the system supplier by email to make changes to ensure full patient choice is always protected regardless of use of systems. Local Pharmaceutical Committees (LPCs), or contractors where required that are seeking assistance from PSNC can contact

PMR suppliers: Choosing/Changing a System Supplier. Or

PMR suppliers: Making your pharmacy system work for you. Or

PSNC IT/digital queries: Contact PSNC’s IT Lead/team:

Summary Care Record (SCR) reporting issues and maintaining business continuity. Or

Smartcards: Your local Registration Authority (RA) will manage card providing in your area e.g. providing new ones, adjusting roles etc. Contact details for your local RA are listed here. Also see: Smartcard escalation route which can involve

Tokens (EPS) issues: and token escalation process.Or

Identifying issues with the national EPS systems

PSNC recommends pharmacy staff use both:

1) Spine alerts: Staff can register to receive text or email alerts in the event that the national NHS Digital systems that support EPS are experiencing issues.

2) Status Checker (Smartcard required): Staff can save as a ‘favourite’ website, NHS Digital service status checker webpage which provides information about the status of the national systems.

EPS Service Review findings

The NHS Digital conducted a comprehensive review of the service model in place to report issues and have these resolved.  They sought feedback from PSNC, pharmacy contractors, and other stakeholders. The review produced key recommendations such as those listed further below. Implementation of these service review recommendations is one of the dependencies before the next phase of EPS.

NHS Digital to monitor all EPS local systems

The real-time monitoring of all system issues (e.g. slow running of particular pharmacy systems) will help support resolution.

Visibility of system status

The status of all EPS systems to be made available as a clear dashboard to all end-users via the service status checker webpage mentioned above.

Pharmacy system suppliers’ platform/process to be reviewed

These reviews will look at:

  • areas of risk for resilience and produce an improvement plan to resolve vulnerabilities; and
  • suppliers’ processes in relation to recognised best practices for managing IT services.

System functionality to be reviewed

A review of changes requested to national systems. Agreed changes will be built into a work-off plan.

Pharmacy system supplier agreements to be established

New Service Level Agreements would include:

  • fix and response times for pharmacy staff who raise issues;
  • availability targets; and
  • systems to be managed in accordance with recognised quality standards (ITIL/ISO).

NHS Digital to co-ordinate resolution of high severity service incidents

Following the agreements mentioned above in point (5), the NHS Digital’s ‘Service Bridge’ (the co-ordination facility for national service incidents) to act as command and control during high severity service incidents e.g. EPS local system non-availability or inadequate performance. During a high severity incident NHS Digital to issue clear, consistent and timely communication to all stakeholders and adhere to agreed escalation paths.


Return to the IT section: EPS home

Return to the IT section: Business continuity (IT/EPS)

Return to the Pharmacy IT hub page

Latest Contract & IT news

View more Contract & IT news >

PQS: Assessment framework now available

Community pharmacy contractors can now access the Pharmacy Quality Scheme (PQS) assessment framework on PharmOutcomes. This assessment framework is available...