Changes to Repeat Prescription Requests from 6th July

From 6th July, we will no longer routinely accept repeat prescription requests over the telephone.

This is not a new policy. Telephone prescription requests were withdrawn several years ago, however over time exceptions have become more common and the practice has gradually resumed taking requests by phone. We are now returning to our original process to ensure prescription requests are managed safely, accurately and efficiently.

There are several convenient ways to request your repeat medication:

• NHS App
• Online request via Admin AccuRx
• Emailing the practice
• Handing in a written request at reception or via the practice letterbox

What if I cannot use the internet?

We recognise that some patients may not be able to access online services or may be unable to visit the practice in person.

Where possible, we would encourage these patients to ask a trusted friend, family member or carer to submit a request on their behalf using one of the methods above. If you know someone who may be affected by this change, please consider whether you could assist them with requesting their medication.

We understand that some patients may not have anyone available to help them. In these circumstances, exceptions will be considered on an individual basis.

Why are we making this change?

Taking prescription requests over the telephone carries a number of risks, including:

• Medications being misheard or misunderstood
• Incorrect quantities or strengths being requested
• Delays caused by the need to clarify information
• Increased risk of prescribing errors
• Reduced ability to maintain a clear audit trail of requests

Telephone requests also require significant staff time. Every prescription request taken over the phone must be manually documented, checked and processed. By reducing these calls, our reception team can spend more time helping patients with urgent queries, appointments and other essential services.

For patients who require regular medication each month, we may also consider whether Electronic Repeat Dispensing (eRD) is suitable. eRD allows your pharmacy to dispense authorised repeat prescriptions automatically without the need to contact the practice each month.

We appreciate your understanding and cooperation as we make this change. Our aim is to improve patient safety, reduce the risk of errors and ensure our telephone lines remain available for patients who need to contact us about other important matters.