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The Medicine Order Line is a way for patients to order repeat prescriptions over the telephone. This takes away the need for the patient to contact the surgery direct for their repeat medication and stops third party ordering via the pharmacy. This gives patients responsibility for their own medication, it reduces medicines waste and improves patient safety.

The Medicine Order Line service is open from 8AM to 4PM Monday – Friday (excluding bank holidays).

If you are a patient at one of the following practices, please call: 01246 942751 (Arden House, Buxton, Dronfield Medical Practice, Goyt, Ivy Grove, Sett Valley, Thornbrook)

For all other practices please telephone 01246 588860 or 0115 855 0260.

During the call, our Medicine Order Line operatives will go through your prescription request and check which items are needed, with support from a team leader or pharmacy technician as appropriate. The medication request is processed whilst you are on the telephone and is then sent electronically for the prescriber to review and sign. The prescription will then be sent electronically to your nominated pharmacy.

Before calling or submitting an online form patients are advised to:

  • Check your medication cupboard before ordering
  • Order your prescription when you have 7 days of medication left
  • Let us know if you have a build-up of medication so we can adjust the quantities
  • Do not order medicines ‘just in case’. If you need the medication in future then you will still be able to request it even if not ordered regularly
  • Let us know if you have stopped taking any of your medicines.

Online Ordering Form

The Medicine Order Line now offers an online ordering form for you to order your medication on if you do not wish to wait in this queue. This new online ordering form has many benefits:

  • available for use 24/7
  • you don’t need to create an account
  • we do not have to call you back to process the request you submit

The online form is available on The form takes just a few minutes to complete and a member of our team will process your request within 48 hours.

The Medicines Order Line is one of many ways to order prescriptions. We recognise that the Medicines Order Line is not suitable for everyone. If you have access to the internet or email, you may benefit from using an alternative ordering method:

NHS app

If you have a smartphone or tablet device, you can download the NHS App where you will be able to request a new repeat prescription and choose a pharmacy for your prescriptions to be sent to.

Online ordering via the GP clinical system

If you have access to the internet, you could manage your prescriptions online with your GP practice. Please discuss this with a member of the GP practice reception team, who will be able to assist and provide details with how to register for online access.


Electronic Repeat Dispensing

Patients who regularly get the same medicines do not need to visit their GP every time they need a repeat prescription. GPs can issue up to 12 months’ worth of regular prescriptions at once which are stored securely on the NHS database and are ready at the pharmacy each time you need them. Talk to your GP or the person who prescribes your medicines to ask if you can use electronic Repeat Dispensing.


Alternative arrangements

If your GP practice agrees that ordering a repeat prescription via the above options is not suitable, they may be able to make alternative arrangements for prescriptions to be ordered with them directly. Some GP practices may be able to receive paper medication requests or medication requests over the telephone.


Patient Advice & Liaison Service (PALS)

NHS Derby and Derbyshire ICB PALS offers help, advice, support and information about the local health service.

As a patient, relative, carer or visitor you may not always know where to go for help or information. It can often be a worrying or confusing time especially when you, or someone you know, is unwell. This is where your PALS team can help.

The service is confidential; the information is used anonymously to identify trends in services, highlight good practice and also to identify where improvements to services are needed.

How to contact PALS

Telephone: 0800 032 32 35

Text mobile facility no: 07919 466 212


Patient Advice & Liaison Service
NHS Derby and Derbyshire ICB
Cardinal Square
10 Nottingham Rd
Derby DE1 3QT

Last Updated: Wednesday 20th December 2023 - 3:30:pm

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