PBS INFORMATION LINE REPORT, 2011-2012
The PBS Information Line, established in 1990, is an Australia-wide service which gives
information on all aspects of the Pharmaceutical Benefits Scheme to the general public,
health professionals, consumer groups, Ministers' and MPs' offices, and to other Government
Departments and agencies.
During the period 1st July 2011 – 30th June 2012, the information line received 19,189 calls.
Conclusion
Satisfied
Dissatisfied
Abusive
Total
Number of calls
19,166
18
5
19,189
%
99.88
0.09
0.03
100.00
Number of calls
1,670
1,788
1,605
1,471
1,573
1,415
1,920
1,731
1,477
1,245
1,618
1,676
19,189
%
Breakdown of calls by month:
Month
July 2011
August 2011
September 2011
October 2011
November 2011
December 2011
January 2012
February 2012
March 2012
April 2012
May 2012
June 2012
Total
8.70
9.32
8.36
7.67
8.20
7.37
10.01
9.02
7.70
6.49
8.43
8.73
100.00
Breakdown of calls by issue:
Issue
Pharmacy Item
Safety Net Issue
Number of calls
8,484
8,236
%
44.21
42.92
Breakdown of calls: Pharmacy item issue
Pharmacy Item Issue
Centrelink Conc. Card
Cost of Item to Patient
Authority Scripts
Availability
Refund - Medicare
Other
Schedule
Prescriber/Dispenser Number
Claims/Processing
Eligibility for the PBS
Doctors Bag
C'th Seniors Health Card
Private Scripts (non-PBS)
Cost of Item to Gov't
Taking Medicines Overseas
Brand Price Premium
Prescription Rules
Restricted items
Section 100 items
Deletion of Item
Prescription Shopping
Regulation 24
RPBS enquiry
Repeats (Reg 25)
SN20DR
Recip Health Care Agreements
Patient Contribution
HMR/DMMR
Brand Substitution
Flu Vaccine
Internet Query
PBAC
Generic Medicines
Public Hospitals and the PBS
PBS Statistics
Private Hospitals and the PBS
Exempt Prepared Item
Special Access Scheme
Schedule 8 Drugs
Number of calls
1,760
772
1118
517
285
264
894
311
478
354
271
236
125
108
139
145
109
96
123
38
75
65
62
26
52
52
88
75
48
4
26
63
43
21
18
17
10
22
17
%
18.90
8.30
12.00
5.50
3.05
2.83
9.58
3.33
5.12
3.79
2.90
2.53
1.34
1.16
1.49
1.55
1.17
1.03
1.32
0.41
0.80
0.70
0.66
0.28
0.56
0.56
0.94
0.80
0.51
0.04
0.28
0.68
0.46
0.23
0.19
0.18
0.11
0.24
0.18
Therapeutic Group Premium
Patient Co-payment increase
IME
Hospital Reforms
Be Wise Brochure
Full Cost on Labels
Withdrawal of Printed Schedule
Schedule Mailing List
Special Patient Contribution
Budget 08
Asthma Awareness Campaign
Closing the Gap
Lipitor - TPG Removal
Herceptin - Info Provided
Herceptin - Refer to Department
Integrated Best Practice
2007 PBS Reforms
Herceptin - Refer to Website
Listing Status Query
Total
79
17
19
14
5
24
2
1
0
2
0
99
3
1
1
0
1
1
135
9,331
0.85
0.18
0.20
0.15
0.05
0.26
0.02
0.01
0.00
0.02
0.00
1.06
0.03
0.01
0.01
0.00
0.01
0.01
1.45
100.00
Number of calls
1,581
1,270
930
1,321
698
447
501
349
%
19.20
15.42
11.29
16.04
8.47
5.43
6.08
4.24
472
172
134
101
102
125
5.73
2.09
1.63
1.23
1.24
1.52
33
8,236
0.40
100.00
Breakdown of calls: Safety net issue
Safety Net Issue
Thresholds
General SN Query
Recording Prescriptions
Refund - Medicare Australia
Eligibility
Recordable Value
Families/Dependants
Stationery
SN Processing (Medicare
Australia)
Period
Joint Safety Net
Cross-Overs
Lost Card/Supplementary Card
Change of Status
CombSafetyNet(separated
couples)
Total