Author: Sam Gledhill

Due to long term shortages of many common medicine supplies coming into the UK, which is affecting Pharmacies and Dispensing Doctors, we are unfortunately needing to work to a minimum 5 full working days to process your routine repeat prescription. If you have items in past drugs or queries need to be raised with the GP’s or Pharmacy Team, this may take slightly longer.

We will endeavour to complete your prescription request as quick as we can, please make sure we hold your mobile number so we can send you a text message advising it is ready to collect. We will review our position on this on an ongoing basis.

Prescriptions put in before 1pm            Earliest Collection (unless received text)

Saturday & Sunday (online or in box)   Friday PM

Monday                                                             Following Monday PM

Tuesday                                                            Following Tuesday PM

Wednesday                                                     Following Wednesday PM

Thursday                                                         Following Thursday PM (close at 4pm)

Friday                                                               Following Friday PM

Our phone ordering service is ceasing from 1^st May 2023, except for housebound patients. Please can we ask that you do not enquire if your prescription is ready until the above timescale has lapsed. If we are asked to check, it will cause further dispensing delay.

Any urgent prescription requests will be reviewed by a clinician, they may not be deemed as clinically urgent and therefore processed at the above timescale.

Please allow enough time so you do not run out, the impact of having to provide an urgent prescription is to the disadvantage of others.

Thank you so much for your support.

Since the start of Covid in March 2020 the Practice accepted prescription requests over the telephone, primarily to stop the spread of Covid. We have now taken the decision to withdraw this service with effect from 1^st May, with the exception to the patients that are registered on our Housebound list.

The decision to stop taking prescriptions over the telephone is supported by the NHS to minimise the risk of a potential error, causing a significant event.

You can continue to order your medication in the following ways;

• Via the NHS App (if you haven’t set this up yet, please visit Step by step instructions for NHS App for further information or visit our website for further information)

• Via SystmOnline – (if you haven’t set this up yet, please come into the surgery with photo ID and we will send you your appropriate linkage key/passwords)
• Prescription Box – Put the right-hand side of your prescription, ticking what you would like to order in the box at the front door

Reception Team will NOT take prescription orders. It is your responsibility to put your request in at least 5 working days in advance of your next order.

These changes are being made to ensure the highest standards of patient safety and prescription accuracy are maintained.

Dr Utting

GP Partner

Thank you for your patience.  We can confirm that we are now up and running on the new clinical system Systm One,

Our online services will be resumed on Wednesday 16^th November.

NHS App Only

If you self-registered for the NHS App (uploaded your own photo ID when registered) if you cannot see your details, you may need to remove the App and reapply it back onto your device with your same log in details.

If you registered for the NHS app with a linkage key supplied to you by the practice, check your account, but we expect your account will no longer be live.  You should delete the App and re-register, via self-registration using a form of photo ID.

Patient Access & Other Online Access (excluding Not NHS App)

Patient Access is no longer compatible with our new clinical system.  The quickest and best way to now apply for online access would be to self-register for the NHS App, you can do this by clicking on the following link https://www.nhs.uk/nhs-app/

The new online patient system that has replaced Patient Access is called 'Systmonline' or 'Airmid' if you are looking to download the mobile app.  To register for this service you will need to register with the Practice and receive a username and password.  Unfortunately, it is not possible to self-register on Systmonline or Airmid.

Please call into the Practice with photo ID and complete the simple ‘Patient Access to Systmonline application form’.

If you are unable to do this, and previously had Patient Access, you can apply for access via the Engage Consult Admin button from the top of our home page and upload your proof of identity, a member of our team will verify this with you. https://engage.gp/7010/#/welcome

We will reply to your Engage consult request with your access details once your account is set up on the new system. Please allow up to 28 days, as this will be a very busy time for us, learning a new system.

Thanks for your patience and understanding during this time.

We are in the process of changing our clinical system. Online services will be turned off on 26^th October 2022.

NHS App Only

Users of the NHS App (which is by far the best way to access your medical records) will experience some interruption:

If you self registered for the NHS App then you should only lose access temporarily to clinical records, medication and appointments, from 26th October to 10th November. You should still have access to your covid pass and other useful information during this time.

If you registered for the NHS app with a linkage key supplied to you by the practice, your account will no longer be live as from 26th October. You can re-register, via self registration only, after 10th November.

Patient Access & Other Online Access (excluding Not NHS App)

Patient Access is no longer compatible with our new clinical system.  The quickest and best way to now apply for online access would be to self-register for the NHS App, you can do this by clicking on the following link https://www.nhs.uk/nhs-app/

The new clinical computer system we are getting is called 'System One', the online patient system for this is called 'Systmonline' or 'airmid' if you are looking to download the mobile app.  These services will not be available to apply for until after 14^th November, when a link will be placed on our website for you to self-register.

If you are unable to apply for the NHS App or prefer Systmonline, and have any problems, please do not call the surgery. You can complete an admin query via our secure Engage Consult online messaging service after Monday 14^th November, stating that you are requesting online access to the new system (you will need to sign up to the engage consult service if you don’t already have a login for it) by visiting the following webpage and selecting 'admin query' https://engage.gp/7010/#/welcome

We will reply to your Engage consult message with your access details once your account is set up on the new system. Please allow up to 10 working days, as this will be a very busy time for us.

If you are unable to send in your request via the Engage Consult service, please come into the Surgery from 14^th November with a form of photo and proof of address.

Thanks for your patience and understanding during this time.

We are moving to a new clinical computer system called ‘SystmOne'. During implementation the practice has limited access to systems, therefore we are able to offer urgent appointments only.

If you have any doubt that your condition is urgent, please call the surgery.
If you have a common condition such as a cold, cough, sore throat please visit your pharmacist for advice.

When will the system change take place?
Work has already started on the system set-up and staff training, we go live on 9^th November 2022.

Will the Surgery have to close?
Opening times will remain the same however services will be reduced, and speed of service will be reduced whilst the team familiarise themselves with the new system.

What about my Repeat Medication?
We will only be able to process urgent or emergency prescriptions between 1^st November and 11st November 2022. Please check your stock of medications and ensure you have enough to last until 14^th November.

Can I still use my online service for appointments?
No, online appointments will be switched off from 26^th October to 11^th November, please see 'Important Message for Online Access Users'.

Can I register at the practice during this transition period?
We are unable to process any new registrations after Monday 17^th October through to Friday 11^th November, although we can’t register you, you can still be seen if urgent as a temporary registration, we are still accepting the paper registration forms and these will be added to our new system when it goes live.

This is a positive step for the practice, which will make patient care even better than we already do. Please share this information with as many people as possible. We will still be operating an urgent service during this time.

Please be patient with our staff at Tollerton Surgery, thank you.