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Colville Health Centre

Colville Health Centre, 51 Kensington Park Road, London, W11 1PA

Telephone 0207 727 4592

Launch of Online Prescription Request Service

Wednesday, 13 November 2019

After many years of accepting repeat prescription requests over the telephone, we have taken the decision to stop taking prescription requests over the telephone from 1st January 2020 and we are moving to online prescription requests.

Why are we making this change in our surgery?

  • Online prescription requesting is a national initiative across all NHS GP practices and it will improve convenience for patients and safety when ordering prescriptions.
  • Patient Convenience. There are many advantages to the electronic system which allows you to request repeat medications and other medications you may have had in the past with the click of a button. You will be able to track the progress of your prescription request e.g. check when it has been sent to the pharmacy and you can also nominate and change your preferred pharmacy.
  • There is a potential risk of discrepancy between the name of the medication requested by the patient and what is heard by the receptionist over the phone.  The Practice is managing patients with increasingly complex conditions who can be taking multiple medications.  Many medications have very similar names and this can create further confusion.
  • It will free up our phone lines for patients contacting us for GP appointments and other medical queries reducing waiting times on the phone.
  • Already we have many patients who use the online facility with very positive feedback.

You can request your repeat medication by the following methods:

  • Option 1 – preferred method – Order online. You can request your repeat medications using our online services. This is a national initiative across all NHS GP practices. We will be sending all patients with mobile phones information with how to set up and access their online account.
    • If you are using a laptop or desktop computer, you will need to go the following website https://systmonline.tpp-uk.com
    • If you are using a tablet or smartphone you will need to download the “SystmOnline” app from the relevant App store.
    • You will need login details to be able to access your account, which you will need to request from our reception staff.
    • Any existing login details you have for online access will still be valid for this system.
  • Option 2 – Make the request in person or via the pharmacist. This option is only available to patients who have no electronic devices or who are physically or mentally unable to use the electronic service. Examples include frail elderly, housebound patients and patients with severe mental illness e.g. Schizophrenia, who cannot use electronic devices.  These patients can continue to order their medication in the way they currently do.
  • Option 3 – Using your repeat slip (right hand side of green prescription) – ticking the items you need to order and putting this into the prescription box at reception or posting it to the practice.
  • Option 4 – Writing a list of the medications you require with the correct dosage on a piece of paper clearly marked with your name and date of birth. Please note that messages such as ‘All repeats required’ will not be accepted as we require a specific list of medications – this is for safety.

Any medications that are required which do not appear on your repeat medication list, should be requested in writing specifying the exact name, dosage and duration it is required for and the reason for the medication.  This request should be left in the prescription box at reception.

Despite our very valid reasons for stopping the telephone prescription requests service, we DO NOT wish to cause undue difficulty for our vulnerable patients.  For this group, which includes frail elderly, housebound and severe mental health patients, you will be able to ask the pharmacy to make your prescription requests for you.

We understand that this is a big change for patients but please bear with us.  We have given this much consideration and agree with the national guidance on electronic prescription requests. We are confident that once you have used the system you will agree that it is more convenient and reliable and is a safer way to request prescriptions.

We are almost always able to process and send to the pharmacist your prescription on the same day or the next day.  There are occasions however, when the surgery is so busy that the GP cannot sign off the prescriptions so promptly.  For this reason, please do not leave requesting your medicines until the last minute.  In view of this, our practice policy of allowing two working days to process a prescription request remains in place.  Please note, weekends and public holidays do not count as working days.