NHS Norfolk and Waveney Integrated Care Board (ICB) has taken the decision to close the Prescription Ordering Direct (POD) service from 30 June 2024.

Repeat prescription ordering services are already provided by individual GP practices, who are contracted to provide these services to their patients. GP surgeries now have better access to pharmacy support and more online repeat prescription services have become available, for example GP websites and the NHS app.

Further information about this decision can be found here.

The NHS Norfolk and Waveney POD service will no longer be available from 30 June 2024. However, as GP practices transition to their own services, some practices may stop using POD sooner than this date. Patients will be notified by their GP practice when their practice changes its repeat prescription ordering process.

This will depend on each individual practice. In general, repeat prescriptions can be ordered in the following ways:

• On the NHS app or by logging into your NHS account at https://www.nhsapp.service.nhs.uk/login
• Online via your GP practice website and/or online services
• Submitting a written request at your GP practice

Please read the leaflet to find out about all the options for arranging your repeat prescriptions or speak to your surgery, as different options may be available depending on your GP practice.

POD will be able to provide you with further information on your available options in due course.

We understand that not everyone has access to digital platforms or may choose not to access online services. These should be used wherever possible.

Every practice is setting up methods to enable patients to order their prescriptions using various methods.  POD will be able to advise on your practice’s preferred methods.

You can get help for the NHS app by looking at the help pages on the NHS website which can be found at https://www.nhs.uk/nhs-app/nhs-app-help-and-support/

You may already have the NHS App – if you had a Covid Pass in the past this was available in the App.  You may need to complete some further registration steps.

If you would like some help with using the NHS App, there are several places you can access support including libraries or Digital Champions at your GP practice.

A friend or family member can register for “proxy access” to help order your medication.  The GP practice will need to help set this up and authorise your proxy to do this.  They will need to take some identification into the GP surgery to set up proxy access.

Not every medication prescribed for you will show on the NHS app as a repeat medication. Some medicines are only issued as one-off prescriptions and your GP may want to discuss your usage of them before they issue another prescription.

If your repeat prescription has reached its maximum number of issues, it may not show on the NHS App. If you need to have a regular review, for example of asthma or diabetes, you may not be able to order a repeat prescription until you have your review.

If you cannot see the medicine that you wish to order or you can see it but cannot request a repeat prescription, please contact your GP practice who will be able to review the medication and advise you accordingly.

You can only order repeat prescriptions issued by your GP practice – you will not be able to order medications that have been issued to you by any other NHS provider such as a hospital or community services.

Your GP or clinician will sometimes need to review your request to check that the prescription is still appropriate for you. They may contact you to review your request before it is approved.

This is because GP practices need to make sure the medicines they prescribe for you are still appropriate, and they also have a duty to reduce medicines wastage.

Please make sure you allow at least 7-10 working days between requesting your repeat prescription and the date when you need it.

Please make sure you allow at 7-10 days between requesting your repeat prescription and the date when you need it.  Your GP practice will usually process a request in 1-2 working days and pharmacies also require time to dispense and prepare your prescription for you.

If your medicines do not change regularly, you may be able to use electronic Repeat Dispensing where prescriptions can be authorised for a longer duration – usually 6 or 12 months – and then collected from the pharmacy without needing to order every month. 

Pharmacies are facing considerable work challenges and do not have the capacity to routinely take on this work.  If they have ordered your medicines due to additional support needs, then this should continue.

For general queries and support about the POD service transition, please contact the Prescription Support Line on 01502 718615.

To contact about a general query or complaint contact NHS Norfolk and Waveney ICB

Email: nwicb.contactus@nhs.net

Phone: 01603 595857

Address: NHS Norfolk and Waveney ICB, County Hall, Martineau Ln, Norwich, NR1 2DH