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Original poster

Dr surgery stopping repeat prescription ordering over the phone

57 replies

elliejjtiny · 26/02/2022 13:59

At the moment I order my repeats over the phone, then pick up the meds from the chemist 2 days later. Prescription phone line is very well used based on the amount of times I phone and the line is engaged. Dr surgery has now announced that the prescription ordering phone line is going and we either have to do it online or go into the surgery (an expensive bus ride, 2 hour walk or getting a lift) each time and fill out a form. Then there is the added complication that you aren't allowed in the Drs surgery to fill out the form if you or a household member has tested positive for covid (which is understandable but it's another reason why phoning them is easier). To use the online service you need to provide photo id which I haven't got and neither have the dc's. In our town there are a lot of elderly people and lots of families living in poverty. So lots of people who would struggle to use the internet and lots of people with children who don't have passports. Surgery said on their announcement not to phone them to discuss it. I don't get why they are getting rid of their prescription phone line when so many people use/need it.

OP posts:

StrangeAddiction · 26/02/2022 17:31

Our surgery has a message at the start saying they've stopped taking prescriptions over the phone but I still phone and order certain meds that they won't put on repeat prescription. If they aren't going to put certain meds on repeat for a long term user then they'll have to accept me phoning, I have to order for a lot of my family who are either elderly or disabled and I can't keep going to the doctors every time one of them needs a prescription, which would probably be every few days. I do enough for them and my dc without this added pressure!

However someof the prescriptions are in NOMAD trays delivered weekly automatically and others can order their repeats online for either delivery or collection apart from the controlled drugs that need to be ordered supposedly at the surgery rather than over the phone.

daisypond · 26/02/2022 17:33

We are not allowed to contact the GP practice at all for repeat prescriptions. We have to contact - you can phone- our nominated pharmacy instead.

JimmyDurham · 26/02/2022 17:46

Boots do repeat prescription re-ordering for free. I pick my stuff up, ask them to re-order and it's done. Only have to see the Dr once a year to confirm the prescription is still suitable. Apart from that I never need to get in touch with the surgery.

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7eleven · 26/02/2022 18:13

My surgery hasn’t done over the phone requests for years. I used to do it with the surgery’s online system, but now use the NHS app. Couple of clicks and it’s done.

Livebythecoast · 26/02/2022 19:13

I work in a surgery and we haven't taken requests over the phone for years. Patients can send them via post, pop through the letterbox, econsult using the admin option, email, patient access, via their pharmacy or through pharmacy2u and other online pharmacies - there are plenty of other options.

PukkaP · 26/02/2022 19:16

I o mine online on the NHS app and it gets sent straight to the pharmacy. Easy

Kumbaya12 · 26/02/2022 19:25

There are so many ways to do this, use your local pharmacy, online. Age isn't an excuse, people can be taught to use the internet.

OP the line isn't engaged because loads of people are phoning in, it's because it directs to the receptionist who probably has better things to do. Phone prescriptions are not only a waste of surgey time but also lead to errors!

Kumbaya12 · 26/02/2022 19:25

*not better thing to do.. I mean.. field 'general' calls

metersmart · 26/02/2022 19:34

We stopped prescription ordering over the phone because of the mistakes and Mis-communication, the phone lines being constantly engaged for people who need to see a gp or advice with people ringing for medications. Stopping this will clear the lines so it's easier to get through.

Mostly elderly/vulnerable patients are on blister packs so the chemist order on their behalf and we do take over the phone prescriptions when a patient calls and needing it urgent.

You should be able to email or be set up for online services. I also wouldn't be in a surgery that's so far away from me that it's not possible to get there easy by bus, taxi etc.

cptartapp · 26/02/2022 19:39

Our receptionists still take prescription requests over the phone. They supervise a dedicated line an hour a day.

LizzieSiddal · 26/02/2022 19:43

OP you can download the NHS app which links up with your Dr and you can order repeat prescriptions on that. It’s really so easy and helpful, I can’t recommend it enough!

BlueThursday · 26/02/2022 20:00

I wish my surgery would move to online it would be so much easier; everything’s in the dark ages with them.

Phoning is required for appointments, prescriptions, everything.

I take it the NHS app is England only? Sounds like it would be handy

Kumbaya12 · 26/02/2022 21:05

@metersmart

Mostly elderly/vulnerable patients are on blister packs so the chemist order on their behalf and we do take over the phone prescriptions when a patient calls and needing it urgent.

You should be able to email or be set up for online services. I also wouldn't be in a surgery that's so far away from me that it's not possible to get there easy by bus, taxi etc.

I also wonder this. Is the provision in your locality bad OP? I know some people have no choice, which mkes me shudder to think what would happen when they're actually ill... but why surgery so far away?

canigooutyet · 26/02/2022 21:20

Until local services had a clamp down we had people using them that were living hours away. Just they worked locally and so registered. It was done as locals couldn't access various services.

Not been able to do prescriptions over the phone unless an emergency for years.

You can nominate a number of local and national pharmacists for prescriptions. And even better as places like Lloyds direct deliver for free, and you can also put on other members of the family onto one account.

Original poster

elliejjtiny · 26/02/2022 22:20

Thankyou everyone. Sorry, it should say 2 miles walk rather than 2 hours. It's our nearest dr surgery unfortunately. The nhs app and our local chemist also required photo id but pharmacy2u didn't so I have registered with them. I'm more than happy to use my dr surgery online services but they will not let me use it without photo id which I haven't got.

OP posts:

UniversalTruth · 26/02/2022 22:26

help.login.nhs.uk/provewhoyouare/withoutid/

If you are in England you can follow this link. I prefer using my local pharmacy to an online one.

3cats4poniesandababy · 26/02/2022 22:29

Ours is email. Personally I find it works better than phoning (has been email for years). I don't have to do any special registration thing just state my name DoB and address in email and what I want on repeat. Occasionally I wil get a phone call saying doctor needs to see you before doing another repeat. My prescription is sent to a local pharmacy of my choice.

Personality works well a)no battle to try and get through b) nothing gets missed by the receptionist as I list meds and c) I can do it when I realise I am low. If that is 3 am I email at 3 am.

I can see why having to provide a load of ID to register as online would be pain but I do think overall going online/email is more efficient as long as the system is sensible.

Krabapple · 26/02/2022 22:42

@ohidoliketobe

Phone lines cost a lot to maintain and manage. I find it very bizarre that you dont have any photo id. It's a very common proof of ID request for many things, in the past 18 months I've used it for re-mortgage application, bank accounts, registering my DD at nursery...

Lots of people don’t have any ID. Causes huge problems for the poorest in society. If you can’t afford the basics like food and heat you aren’t likely to have a passport or provisional or the money to buy one.

CarbonelCat · 26/02/2022 22:49

Our surgery has never done repeat requests over the phone due to the safety and governance issues - not in the 10+ years I've been with them at least.

CoffeeRunner · 26/02/2022 22:55

Re: online access. The code your GP surgery gives you will allow the person it's given to full access to your past & present medical records. This is why it's only given with photo ID.

If you aren't able to order in person, order through a pharmacy. 90% of the patients at our surgery do this now.

Kumbaya12 · 27/02/2022 00:13

@Krabapple a CitizenCard costs only £15. I appreciate that for the very poor even £5 is a lot, but there you have it.

Unfortunately it doesn't seem to be publicized...

daisypond · 27/02/2022 07:06

I think it’s quite common not to have photo ID. I haven’t got any. I don’t have a passport, and while I do have a driving licence, it’s a paper one with no photo.

Roselilly36 · 27/02/2022 07:10

Common practice, for most GP practices. Nothing new, just surprised your mums practice were taking repeat rx over the phone until now.

MissLucyEyelesbarrow · 27/02/2022 07:46

@metersmart

Mostly elderly/vulnerable patients are on blister packs so the chemist order on their behalf and we do take over the phone prescriptions when a patient calls and needing it urgent.

You should be able to email or be set up for online services. I also wouldn't be in a surgery that's so far away from me that it's not possible to get there easy by bus, taxi etc.

All of this. Your local pharmacy will sort it all for you, if you're really not able to set up online ordering, despite being able to use social media.

balalake · 27/02/2022 09:18

Glad to read you have managed to get something arranged, OP.

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