Mystery Shopping NHS prescription prepayment certificates and medication disposal in Eastbourne

Healthwatch East Sussex carried out mystery shopping visits to 19 pharmacies across Eastbourne in June 2026 to examine access to NHS Prescription Prepayment Certificates (PPCs) and medication disposal services. The review was prompted by concerns that people on low incomes and those who are less digitally confident may face barriers when trying to apply for PPCs, which can help reduce prescription costs. Of the pharmacies visited, 47.4% supported customers to apply for a PPC in-store, usually by helping them complete an online application, while the remainder signposted people to online or telephone routes. 

The findings highlighted significant variation in non-digital access to PPCs. Only two pharmacies stocked paper application forms and only two accepted cash payments for PPC applications. Although many pharmacies were willing to support customers with applications, only four reported regularly receiving requests for PPC assistance and only four proactively promoted PPCs to patients who might benefit. Healthwatch found that information about PPCs was not consistently displayed and that it was difficult for members of the public to identify which pharmacies offered additional support without asking staff directly. 

The position was generally more positive regarding medication disposal services. All participating pharmacies offered a medication disposal service and reported regularly receiving returned medicines, often following bereavement or from care homes. Most pharmacies felt they had sufficient secure storage capacity and regular disposal collections. However, three pharmacies reported occasional challenges when large quantities of medication were returned or when collections were delayed, and some highlighted difficulties managing the disposal of sharps because this is not part of their commissioned service.

Healthwatch concluded that while digital approaches to PPC applications work well for many people, they can create barriers for those who are digitally excluded. The report recommended increasing awareness of PPCs, improving access to paper forms and non-digital payment options, clarifying NHS information about application routes and payment methods, and ensuring robust arrangements for medication disposal services. It also called for closer collaboration between pharmacies and NHS commissioners to improve access and reduce the risk of people missing out on financial support available through PPCs.