IT and EPS contingency planning

Unexpected closures or technical failures can disrupt patient care and pharmacy operations. Planning ahead is essential. Below are key resources and actions to help you prepare and respond effectively.

Core resources

• Business continuity hub – central guidance and templates.
• Emergency and business continuity planning page – includes template plans for pharmacy teams.

Temporary closure checklist

• Emergency closure checklist for community pharmacy – covers contractual, IT, and operational actions.

Broader IT and EPS planning

• Change checklist – for when you change supplier, ODS code, IT system, ownership, or location. This is also the technical list for new pharmacies.
• Working with GP practices – guidance on EPS continuity before or during an issue.

Technical failures, outages, and live status

• Supplier service status. Many suppliers provide updates via their websites, social media, email, and within their systems.
• EPS and NHS IT service status checker – bookmark the checker for quick checks.
• Real Time Exemption Checking (RTEC) – see the ‘Business continuity’ section on the RTEC webpage.
• Guidance for technical failure – including EPS troubleshooting factsheet (NHS Digital).
• Understanding EPS/IT failure points and avoiding data loss with IT system backup processes.
• Hardware/software upgrades – speak to your supplier or IT support first to maintain compatibility.

Updating opening hours

If you need to adjust hours:

• Directory of Services (DoS) – guidance on updating DoS.
• NHS website – instructions for changing opening times.

Working with EPS prescriptions and tokens

• Returning EPS prescriptions to the Spine.
• Locating missing EPS prescriptions.
• Using EPS Tracker in standard or continuity mode.
• Submitting prescriptions promptly to avoid issues during outages.
• Managing split prescriptions (EPS and paper).
• Troubleshooting EPS token issues.

When EPS prescriptions cannot be obtained

Options include (use professional judgment):

• Ask the patient to return later.
• Deliver prescriptions when systems resume.
• Emergency supply at prescriber’s request.
• Arrange for paper FP10 from the GP.
• Refer to another pharmacy (where appropriate).

Reporting IT/EPS issues

• Visit cpe.org.uk/reportIT which in turn points to processes such as: The EPS reporting factsheet, Smartcard and NHS.net Connect escalation processes.
• For urgent EPS/IT queries during temporary closure, email it@cpe.org.uk.

NHS.net Connect, SCR, and Smartcards

• Multi-site Smartcard and SCR arrangements.
• Temporary access Smartcards (via local RA).
• Setting up Smartcard sponsors/unlockers.
• NHS.net Connect technical queries and shared mailbox guidance.
• Sign up for Spine EPS and NHS IT alerts.

Top tips

• Ensure all team members have Smartcards with correct roles and ODS codes.
• Link personal NHS.net Connect accounts to the shared pharmacy mailbox.
• Sign up for EPS/NHS IT alerts for outage notifications.
• Bookmark the EPS and NHS IT service status checker.
• Register for the Priority Services Register (PSR) for utility priority during emergencies.

Return to the Pharmacy IT hub

For more information on this topic please email it@cpe.org.uk