Update on phone line operating hours
From Wednesday 2 August 2023, the Prescription Ordering Direct (POD) service will be changing its phone line operating hours. The phone line will be open from 8.30am until 4pm, Monday to Friday excluding bank holidays.
You can continue to order your medication when you have 7-10 days left via the website www.nwccgpod.co.uk, any time of day, or by calling 01502 718615 between 8.30am and 4pm.
Alternatively, text your name and GP practice to 07378 905195 and we will call you back within one working day to take your request.
Is my GP Practice using POD?
NHS Prescription Ordering Direct (POD) allows patients to easily order repeat medications over the phone or online.
There are currently 15 practices using POD in Great Yarmouth and Waveney and 2 in West Norfolk. If your practice is not listed below please order your prescriptions using the methods your practice uses.
You can view the practices currently using the POD service by clicking on the boxes below:
Great Yarmouth & Waveney GP practices
- Beccles Medical Centre (went live with this service on 27 March 2023)
- Bungay Medical Practice
- High Street Surgery
- The Beaches (formerly Central Surgery and Gorleston Medical Centre)
- Kirkley Mill Surgery
- The Park Surgery
- The Millwood Partnership
- East Norfolk Medical Practice
- The Nelson Medical Practice
- Bridge Road Surgery
- Solebay Surgery
- Alexander Road and Crestview Surgeries
- Andaman Surgery
- Rosedale Surgery
- Victoria Road Surgery
West Norfolk GP practices
- St James Surgery
- South Gates and The Woottons
Order using POD
Order online: www.nwccgpod.co.uk
Call: 01502 718615 (Great Yarmouth and Waveney) or 01553 605728 (West Norfolk). Calls are charged at standard UK rates.
Lines are open 8.30am – 4pm Monday to Friday, excluding bank holidays.
Mondays are the busiest day, if you can call later in the week you are likely to have a shorter wait time. POD phone lines are usually quietest on a Wednesday and Thursday afternoon.
You can also text your name and GP practice to 07378 905195 and POD will call you back the next working day to take your order.
Frequently Asked Questions
When should I order my medication?
Contact POD to place your medication order when you have 7-10 days medication supply left.
If it is earlier than this, you may be asked to phone back when you have 7-10 days supply left.
The whole process from placing your order to collecting medicines from the pharmacy can take several days, so try not to leave it less than 7 days.
How do I order using POD?
You can order through POD using an online form, telephone or text message. If possible, please use the online form which is available at www.nwccgpod.co.uk. This method is available to place orders 24 hours a day. We aim to process your request within 2 working days. We advise you not to leave urgent requests using this method.
You can call POD on 01502 718615 or 01553 605728, to speak to a trained call handler, who will ask you to confirm the items you wish to order and deal with any queries about your repeat items.
You can also send us a text message on 07378 905195 with your name and GP practice. A POD call handler will call you the following working day between 8.30am and 4pm to process your order.
When will the prescription be ready?
Once you have ordered your prescription, it will be authorised by your usual GP, sent to the pharmacy and be ready within 7 – 10 days.
If you have an existing arrangement with your pharmacy to deliver your prescription this will continue.
How do I order early if I’m going on holiday for example?
Please advise the call handler of the reason for ordering early and they will advise if the order can be processed.
It’s not convenient for me to call during your opening hours. How can I order?
You can visit www.nwccgpod.co.uk to place an online order 24/7 at whatever time is convenient for you.
How can I order all of my medications at the same time?
If you find that your regular daily medicines are running out at different times, please ask the call handler about synchronising your medicines. This should mean one trip to the pharmacy and fewer phone calls to POD.
Can someone else order for me?
Yes, to allow a representative to order repeat medication on your behalf via POD please complete this form and return this to your GP Practice so they can add it to your medical records. We will need to speak to the patient the first time of ordering, so POD can gain consent to access their medical record. If we cannot gain consent, we cannot process the order.
We can take verbal consent to talk to a third party if they are present with you at the time you call. This is only valid for that call.
Why do I have to tell you all the medicine names?
By confirming each medication required, we can ensure that you are getting the right medicines at the right time. If you struggle with the long names, the call handler will help you – please just let us know.
What are the benefits to using POD?
By placing your order through POD, you can speak to one of our expert call handlers who are here to help you. By ensuring you have the right medicines at the right time, we can ensure best use of NHS resources. It also means you are also supporting your GP practice to manage other aspects of your healthcare.
It is estimated that unused prescription medicines cost the NHS over £6 million every year in Norfolk and Waveney alone. Only ordering what you need, when you need it, will save the NHS money.
The alternative to using POD is ordering via the NHS app, please speak to POD or your GP practice if you require further assistance.
Can I still order from my GP practice?
There are multiple avenues for ordering medication and POD is the preferred option. POD will not be suitable for some patients so please discuss your needs during your first phone call and the call handler can advise.
What training do POD call handlers have?
All our specialist staff have training in prescription management and ordering, and complete regular competency checks.
Call handlers are supported by Pharmacy Technicians who can provide clinical input when required.
Our call handlers are not able to give you any medical or medicines advice but will signpost you appropriately.
How do I change my pharmacy?
All patients have the right to decide where their prescriptions are dispensed. The call handler will confirm your nominated pharmacy or appliance contractor with you every time you place an order. If you wish to change it, please advise them.
You can also change it as a one-off, for example if you need your prescription dispensing whilst on holiday in England.
I have additional needs or require interpretation – what do I do?
POD has access to translation services, which includes British Sign Language. Alternatively, by placing your order online, the form will translate into your internet browser language.
We have some versions of our patient information in different languages at the bottom of this web page. Please contact us if you require information in another language or format.
If you have other additional needs, please let the call handler know and they can discuss this with your further.
Why can’t I get through over the phone?
Our phone system has 50 spaces in the call queue. We are busiest on a Monday morning, so please call another day if you can. We have much shorter queue times in the afternoon, particularly on a Wednesday and Thursday.
How do I know my information is secure?
Your information is confidential, and all our call handlers receive additional training in this area.
You will be asked for consent the first time you call POD to check that you agree to the NHS call handler accessing your medical record. Your consent will be recorded for future reference and you can withdraw this at any time.
The call handler will only access your personal information relevant to your request and adhere to the same rules regarding confidentiality as your other NHS healthcare providers.
Why am I being asked for consent?
As POD is a different NHS service from your GP practice, we ask for consent to ensure you are happy for us to process your prescription request. You may withdraw your consent by getting in touch with POD.
If I don't give my consent to go into my record, how do I order my medication?
You can order via the NHS App or discuss other ordering options, such as registering for online ordering with your surgery.
How do I withdraw my consent?
You can withdraw your consent from the service at any time by contacting us on 01502 718615 or 01553 605728 and advising the call handler.
You will then need to place your prescription orders via the NHS app or directly with your GP practice.
How do I make a complaint?
Please get in touch with our Contact Us team on 01603 595857 or email: firstname.lastname@example.org
Have your say
We recently ran a survey asking people to provide feedback on the POD survey. You can find out more here.