First reported 24 Oct 2017•Latest report 8 Mar 2022
Definition
What this concern includes
Includes failures in arrangements for requesting, collecting, delivering, confirming receipt of or responding to failed delivery of prescriptions, including repeat prescriptions and coordination with pharmacies, where the deficiency can interrupt access to important medication.
Not included
Excludes medication prescribing, dispensing, administration or clinical-review failures where prescription collection or delivery is not the deficient control.
Excludes general medication shortages or supply interruptions not caused by unreliable prescription collection, delivery or pharmacy-coordination arrangements.
Excludes hospital-issued prescription fulfilment where the assertion is limited to a separate hospital discharge or hospital-prescription process.
Excludes generic communication, record-keeping or continuity-of-care deficiencies unless they directly impair prescription collection, delivery or failed-delivery response.
Reports
3
Distinct published reports
Individual concerns
6
A report can raise multiple concerns
Date range
2017–2022
First to latest report issue date
Stated actions
8
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Boots UK Limited1
Egton Medical Information Systems Limited1
Fitzalan Medical Group1
National Institute for Health and Care Excellence1
NHS Surrey and Sussex Integrated Care Board1
Royal College of General Practitioners1
Waythrough1
Private limited company2
Executive non-departmental public body1
Healthcare site1
Health professional body1
Integrated care board1
Registered provider of social housing1
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
County Durham and Darlington
Concerns raised4
Lack of a mechanism to remedy failed delivery
Lack of an effective mechanism for immediate detection of failed delivery
Failure to witness or confirm delivery
Reliance upon delivery of a physical prescription document
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.8
Action
Agree contingency plans for failed deliveries and escalate unresolved issues to the Area Manager and Clinical Lead.
Stated by WaythroughStated plannedThe respondent said that this action was planned when they made their response on 10 March 2022.
Action
Provide Saturday morning service availability to remedy unresolved Friday prescription deliveries and maintain weekend provision.
Stated by WaythroughStated completedThe respondent said that this action was complete when they made their response on 10 March 2022.
Action
Remind pharmacists to direct patients to local hospital Accident & Emergency teams when FP10MDA problems arise outside clinic hours.
Stated by Boots UK LimitedStated plannedThe respondent said that this action was planned when they made their response on 10 March 2022.
Action
Require failed delivery attempts to be reported immediately by telephone to a nominated on-site manager using prearranged contact details.
Stated by WaythroughStated completedThe respondent said that this action was complete when they made their response on 10 March 2022.
Action
Record failed prescription deliveries in the incident system, notify relevant staff, review incidents and identify learning to prevent recurrence.
Stated by WaythroughStated completedThe respondent said that this action was complete when they made their response on 10 March 2022.
Action
Encourage treatment clinics to contact pharmacies and confirm receipt of posted FP10MDA forms.
Stated by Boots UK LimitedStated plannedThe respondent said that this action was planned when they made their response on 10 March 2022.
Action
Require prescription deliveries to pharmacies to be made directly to staff, with recipient details, signature, returned paperwork and management-system records.
Stated by WaythroughStated completedThe respondent said that this action was complete when they made their response on 10 March 2022.
Action
Escalate the lack of electronic FP10 MDA prescription functionality through relevant national and professional networks.
Stated by WaythroughStated in progressThe respondent said that this action was in progress when they made their response on 10 March 2022.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.6
Position
Pharmacies cannot supply Schedule 2 medication after failed FP10MDA delivery without a replacement paper prescription, including through emergency supply.
Stated by Boots UK LimitedUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Position
Outside clinic hours, pharmacists have no route to contact a prescriber familiar with the patient and request an urgent replacement prescription.
Stated by Boots UK LimitedUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Position
Treatment clinics or service commissioners, rather than Boots, would need to require witnessed delivery and monitor failed prescription deliveries.
Stated by Boots UK LimitedRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Position
Pharmacies cannot detect failed deliveries because patients may choose any community pharmacy for dispensing.
Stated by Boots UK LimitedUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Position
Electronic transfer of controlled-drug instalment prescriptions is unavailable nationally, so physical prescriptions remain unavoidable until functionality is developed.
Stated by WaythroughUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Position
Electronic prescribing is unavailable for FP10MDA instalment prescriptions, leaving paper forms as the only legal mechanism.
Stated by Boots UK LimitedUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Manchester City
Concerns raised1
Lack of patient alerts for requesting and collecting repeat prescriptions
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.4
Position
The EMIS Web functionality was working as designed and complied with NHS Digital’s specified system requirements.
Stated by EMIS GroupDisputes the concernThe respondent disagreed with part of the concern or the basis for it.
Position
Changes to the EMIS system cannot be influenced by NICE.
Stated by National Institute for Health and Care ExcellenceUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Position
NICE considers no action required because its implementation tools are put into practice locally.
Stated by National Institute for Health and Care ExcellenceRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Position
The practice lacks sufficient administrative and clinical resources to respond appropriately to alerts about missed repeat prescriptions.
Stated by Recipient name withheldUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
West Sussex
Concerns raised1
Failure to establish and record arrangements for repeat prescription collection, delivery and pharmacy coordination
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
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Includes failures in arrangements for requesting, collecting, delivering, confirming receipt of or responding to failed delivery of prescriptions, including repeat prescriptions and coordination with pharmacies, where the deficiency can interrupt access to important medication.
