In December, we helped someone at one of our regular drop-in events hosted by Action Foundation. They recognised us from previous events, and approached us with a problem - they had been issued a penalty fee for for claiming a prescription without the right certificate, despite their best efforts to keep them up-to-date.
Our Engagement and Involvement Officer listened and reviewed the situation with them, before directing them how to contact NHS Business Services and what to say. With the help of our signposting, they were able to make their case clear – the confusion was resolved, and the penalty charge was removed.
We also spoke to a member of the public who had been having issues communicating with their local ophthalmology clinic. They had been assured they could apply for readmission without needing referral, only to be told the policy had changed.
After discussing their options, we referred them to the adjoining Healthwatch, Healthwatch Northumberland (as their clinic was based in Northumberland), and they were ultimately able to get the referral they needed.