Repeat Prescriptions
As of the 1st October 2022 we will no longer accept prescriptions requests over the telephone unless in exceptional circumstances. You can still post/bring in your requests.
Since the outbreak of Covid-19 we in general practice have had to adapt the way we work due to changes brought on by the pandemic. This has resulted in mostly telephone led clinics and the majority of patient queries have been dealt with over the telephone. This has inevitably meant that our telephone lines are extremely busy and we are aware that getting through to the surgery can be difficult and time consuming.
We have audited all incoming telephone calls during the week 16th -22nd August and the results demonstrate that 584/1280 (45.6%) of all incoming telephone calls are prescription requests or queries. This is a significant amount of time that our reception team could be handling other queries from patients.
One way for us to free up the telephone lines and decrease waiting times is to revert to no longer accepting prescription requests over the telephone. We are aware that allowing telephone requests has helped patients greatly over the last couple of years during the pandemic, but it has also contributed to the congested lines.
We are advised by NHS England to encourage patients to order online where possible. The benefits of ordering online include:
• Increased patient satisfaction, order any time no restriction to practice opening hours or waiting in a queue
• Improved safety as there is less opportunities for error.
• Improved efficiency requests can be processed by our extended team if they are received digitally
The Practice is getting busier and busier with more people on repeat medication for ever increasing complex conditions. By receiving prescription requests digitally, we minimise the risk of a potential error causing a significant event.
Please note that this will not alter the time it takes to process a repeat prescription which is 2 working days. As most prescriptions are processed and sent electronically, we also ask that you contact your nominated Pharmacy, not the Practice, to check if your prescription is ready as our processing times have not changed.
We hope that by asking everyone to make this change it will free up our phone lines for our most complex patients who cannot use online service. We understand that this might not be popular with some patients, but we hope that you will understand that safety is of paramount importance.
Many of you have already made the transition, but for those of you who have not there are several options available for ordering your repeat prescription:
• Register for online services by bringing your ID, photo ID preferred, into the Practice and we will print your Online credentials for use with Patient Access Once registered you can also order via the NHS app
• Using your repeat slip (right hand side of green prescription if you have printed prescriptions) tick the items you need to order and hand this slip into the practice or post it to us. There should ALWAYS be a copy from the Pharmacy when you collect, or have your medication delivered. If not, please ask the Pharmacy for this.
• Drop off the repeat slip in the dedicated post box by our reception desk in Whitegate Health Centre which is open 8am-8pm 7 days
• Some patients with suitable medication may be offered eRD (electronic repeat dispensing) whereby your nominated chemist will receive pre-authorised prescriptions that can be dispensed monthly without the need for ordering from the surgery.
Thank you for your understanding
Please note that our reception staff are instructed not to issue any item requested more than 4 days early other than in exceptional circumstances. If you will be on holiday at the time your next prescription is due we would be happy for this to be issued early please let us know. You may be asked to bring in a copy of your Travel Itinerary.
Please allow 2 clear working days for your order to be processed. Prescriptions are usually ready to collect after 1.00pm.
If you have a query about your prescription and need to telephone us please wait until after 11am when our lines are less busy.
This will ensure our telephone lines are not blocked with routine queries and concerns when patients are trying to contact us urgently for same day appointments when we open at 8am.
Thank you
If you have nominated a Pharmacy for your prescriptions to be sent electronically please DO NOT telephone the surgery to check if your prescription is ready, you should contact the pharmacy directly. We always process electronic prescriptions well within the 48 hour time frame.
Prior to issue of repeat medication you may be asked to attend the practice for a medication review with either the Doctor, Pharmacist or Practice Nurse. Please be assured that you will be given plenty of notice for medication review and we expect patients to co-operate fully with the surgery if you are contacted to attend a clinic to monitor your health.
Please note that we do not take orders for repeat prescriptions by telephone except in exceptional circumstances and by prior arrangement.
NHS Prescription Services GDPR Information
Online Prescriptions
You can now order prescriptions on-line through this website using your Patient Access credentials or via the NHS app on your mobile devices
You will need your online credentials to use these on-line services. Register for online services by bringing your ID, photo ID preferred, into the Practice and we will print your Online credentials
With Online access you can now view, book and cancel appointments at the Practice from home, work or on the move — wherever you can connect to the internet. What’s more, because Online Access is a 24 hour online service you can do this in your own time, day or night.
Plus, Online Access is not just for ordering repeat prescriptions, you can also:
- Book GP and nurse appointments.
- Change your address details.
- View your Medical Records
If you would like to use our online services please download the NHSapp on your mobile device or from the app store or google play
You can also register for Patient Access
Repeat Request
Please allow 48 hours, excluding weekends and Bank Holidays, for your request to be processed.
If you have nominated a Pharmacy for your prescriptions to be sent electronically please do not telephone the surgery to check if your prescription is ready, you should contact the pharmacy directly. We always process electronic prescriptions well within the 48 hour time frame.
Any other problems please telephone the surgery.
Prescriptions Charges and Exemptions
Extensive
exemption and remission arrangements protect those likely to have
difficulty in paying charges (NHS prescription and dental charges,
optical and hospital travel costs).
The NHS prescription charge
is a flat-rate amount which successive Governments have thought it
reasonable to charge for those who can afford to pay for their
medicines. Prescription prepayment certificates (PPCs) offer real
savings for people who need extensive medication.
NHS charges
These charges apply in England only. In Northern Ireland, Scotland and Wales prescriptions are free of charge.
If you will have to pay for four or more prescription items in three months, or more than 14 items in 12 months, you may find it cheaper to buy a PPC.
- Telephone advice and order line 0845 850 0030
- There is further information about prescription exemptions and fees on the NHS website
