NHS National Services Scotland - Pharmacy Services
NHS National Services Scotland - Pharmacy Services provides assistance with prescription search and retrieval, focusing on NHS prescriptions, including 'specials', disallowed, rejected, or reported items. The Business Support team at Gyle Square handles these requests. Services are available Monday to Friday during business hours, with limited support on Saturdays. Callers should be prepared with all relevant prescription and patient details. Some queries may require escalation or follow-up via email. Typical wait times can vary, and it is advisable to call during mid-morning or early afternoon to avoid peak periods.
Updated 15 Dec 2025
Expected outcomes
- Locate NHS prescriptions
- Retrieve prescription details
- Provide prescription information
- Assist with 'specials' prescriptions
- Escalate complex queries
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Patient name
- Prescription number
- Date of prescription
- Prescriber details
- Contact information
- Authorization proof
Known issues
Occasional delays in prescription retrieval can occur, especially for older or 'specials' prescriptions. In such cases, escalation to senior staff or a manual search may be necessary. Misdirected queries are another issue, where calls are sometimes routed to the wrong department, causing delays. These are typically resolved by transferring the call to the correct team after initial screening. To minimize issues, ensure you have all necessary details ready and call during non-peak hours if possible.
