I was fined despite paying for an NHS prescription

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"NHSBSA Fines Patient Despite Evidence of Prescription Payment Error"

I was fined despite paying for an NHS prescription analysis cover image The Guardian 7.0
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Original Article Source: https://www.theguardian.com/money/2025/jun/16/i-was-fined-despite-paying-for-an-nhs-prescription
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TruthLens AI Summary

Last Christmas, an individual was prescribed antibiotics for a post-operative infection and was informed by a pharmacy assistant that they were exempt from prescription charges. However, upon returning with another prescription two weeks later, the person was told there had been a mistake and that they were liable for prescription charges after all. The individual promptly paid the outstanding fee, believing the matter resolved. Subsequently, they received a letter from the NHS Business Services Authority (NHSBSA) indicating that they would be fined for non-payment of the original prescription. Despite providing evidence of payment and a confirmation letter from the pharmacist acknowledging the error, the NHSBSA deemed both pieces of evidence inadmissible, leading to frustration and confusion for the individual involved.

The situation reflects a broader issue where many individuals, including new mothers and cancer patients entitled to free prescriptions, have been incorrectly fined by the NHSBSA due to administrative oversights. Those affected often find themselves liable for fines that significantly exceed the original prescription fee, exacerbating their distress during challenging times. In this particular case, after intervention from the individual, the NHSBSA quickly reversed its decision, acknowledging that the patient had acted swiftly to rectify the error before receiving a fine inquiry. The authority's statement suggested a recognition of their initial intransigence, which has drawn comparisons to past scandals involving other organizations. This incident highlights ongoing concerns about the NHSBSA's handling of exemption claims and the need for better communication and processes to prevent wrongful fines in the future.

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Source URL: https://www.theguardian.com/money/2025/jun/16/i-was-fined-despite-paying-for-an-nhs-prescription

Last Christmas I was prescribed antibiotics for a post-operative infection. The pharmacy assistant insisted, despite my questioning, that I was exempt from prescription charges.

Two weeks later I returned with another prescription, and was told that they had made a mistake and I was liable for charges after all. I paid the outstanding fee on the spot.

I have since received a letter fromtheNHSBusiness Services Authority (NHSBSA) stating that I will be fined for non-paymentof the original prescription.

I have provided evidence of payment, and my pharmacist has written to it confirming the error, but the NHSBSA saysboth are inadmissible.

Reviewers reporting a similar experience on Trustpilot compare NHSBSA’s intransigence to the Post Office’s behaviour during the Horizon scandal, andI have to agree.

LM,Leamington Spa

The number of blameless people fined by the NHSBSA for non-payment is a scandal thatI exposed and have covered repeatedly. They include new mothers and cancer patients who are entitled to free prescriptions but who, due to an oversight by medical staff, were not registered for an exemption certificate.

The NHSBSA, which checks patient exemptions on behalf of the NHS, insisted that, because you didn’t pay the charge on the day you collected the prescription, you were liable for a fine, which is five times the prescription fee plus the original charge.

It reversed at speed when I got in touch and, hours later, informed you that you were in the clear. Its statement implies it repented its intransigence unprompted.

“Following investigation, we recognise that, in this case, the patient realised the error and acted quickly to correct the issue before receiving an inquiry letter from the NHSBSA. We have therefore been able to close the case and remove the penalty charge in this instance,” it says.

We welcome letters but cannot answer individually. Email us atconsumer.champions@theguardian.comor write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject toour terms and conditions.

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Source: The Guardian