Medicines Order Line Update – 24th May 2022

We know many patients have had significant problems when ordering medication through the new order line – We have been assured that these issues have now been resolved. Please could patients now ring 0115 8550260 to order medication. We will no longer be accepting requests over the phone. Thank You.

At the Medicine Order Line, we recognise that ordering prescriptions over the telephone may not be a suitable option for all patients and therefore work is underway to promote alternative ways in which repeat medications can be ordered.

Please see some alternative prescription ordering methods listed below, in particular the NHS App promotional information which has recently been refreshed.


If patients have a smartphone or tablet device, they can download the NHS App. The NHS App now has over 26 million recorded registrations and can be used to book appointments, order repeat prescriptions and register organ donations.

A refreshed leaflet which is aimed at patients is now available (attached). This includes a step-by-step guide on downloading and registering for the App.

MOL Email Call Back Request

If patients are struggling to get through to the MOL and have access to email, they can send a request for a call back to:

Patients are asked to include their full name, date of birth, contact telephone number and the name of their GP practice. A call advisor will aim to make contact within 48 hours (excluding weekends and Bank Holidays) and will make three contact attempts.

Ordering Online

If patients have access to the internet, they could manage their repeat prescriptions online with support from the GP practice reception team.

With the upcoming Jubilee bank holiday, as well as the MOL is accepting prescription requests up to 14 days early rather than the usual 7 days early. The MOL has decided to offer increased support during the bank holiday week (w/c 30th May) and make the exception to extend our opening hours.

We have asked staff to volunteer to work to extend our opening times:

  • Until 17:00 Monday 30th May – Wednesday 1st June
  • 08:00-12:00 on the bank holiday of Thursday 2nd June

We will not be operating on full staffing levels however we will open additional on the hours mentioned above to give additional support for patients. We are aware that most GP practices and some pharmacies will remain closed.