PBS: Respectful interactions with PBS Authorities Officers
Services Australia has reported an increase in aggressive, abusive and disruptive behaviour towards officers assisting health professionals through the PBS Authorities telephone line.
Health professionals are reminded to communicate respectfully when seeking approval for PBS-subsidised medicines. Services Australia officers will remain calm, courteous and respectful and ask that they be treated in the same manner. Unacceptable behaviour may result in a call being ended, potentially delaying a patient’s access to care.
Prescribers can also submit PBS authority requests electronically through compatible clinical prescribing software or Health Professional Online Services (HPOS). Online PBS Authorities provides an immediate outcome for most requests, while applications requiring further assessment are referred to a Services Australia officer.
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