The Medicine Order Line (MOL) 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 3rd party ordering via the pharmacy giving patients responsibility for their own medication to reduce medicines waste and improve patient safety.

The Medicine Order Line service is open from 08:00 to 16:00 Monday – Friday (excluding bank holidays). Incredibly busy on Mondays and Tuesday – when there are more than 100 people in the queue the call will not connect. Thursday and Friday is the best day to call.

Telephone 01246 588860 or 0115 855 0260.

During the call, our Medicine Order Line Operatives (MOLOs) 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 requesting a call back 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.

If you wish to request a call back, please email us including the following information:

• The name of your GP practice
• Your name
• Your date of birth
• Your contact telephone number (please do not give us the number of a line that will not accept incoming calls).

You can request a call back from the MOL by emailing ddicb.northMOLonlinerequests@nhs.net or ddicb.southmolonlinerequests@nhs.net Include in subject line “Callback Request”.

Please note that no responses will be provided via email as the purpose of email is to request a call back only. We expect to be able to call you back within 2 working days (excluding Saturdays, Sundays and Bank Holidays) but that may vary according to the volume of enquiries we are processing.

We will attempt to call you back three times only. Please keep your phone with you at all times. It is also important to note that by providing us with your email and details you are giving us permission to share your details with other NHS organisations that may also have to share your information so that we can complete your request. The ICB accepts no responsibility for the incoming transfer of information.

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.