Please view our survery report using the link below. We welcome your feedback on matters addressed in this

Feedback from the patient survery


medication4Ordering Medication

We want patients to take responsibility for ordering their own medication and do not encourage pharmacies to order medication on behalf of our patients unless the patient is particularly vulnerable and cannot order the medication themselves. The reason behind this is to promote contact between all our patients and reception staff where patients may be informed of changes to their prescriptions or indeed invited personally to attend for reviews etc.

There are a number of local pharmacies that collect prescriptions from us. If you want to make use of this service, please contact your chosen pharmacy and complete a registration form to let us know that you want your prescription to automatically be sent to your chosen pharmacy.  From time to time this process falls by the wayside and so we will request you to consent to all of your prescriptions going to your chosen pharmacy before we set this as the default.

Please remember that it can take up to 48 working hours notice for prescriptions to be processed. It is a practice policy not to issue more than one month supply of medication at a time. If you have any queries regarding this process please speak to reception.


                        A letter from the Practice Director

   One of the most important functions of this website is to reach as many patients as possible to inform them of changes that are happening within the practice and ask for comments and views.  One of the important possible changes to services that is to be considered is the repeat prescribing service that we offer which currently is as follows:-

   Patients who are able to, can order their repeat prescriptions by telephone (at certain times during the day) call in person to place their order, write to the practice or as of late order via this website. As most patients already know, I think we are the only practice in the Stoke-on-Trent area that allows prescriptions requests to be telephoned in direct by the patient. Most other practices insist that patients write or call into the practice personally to place the order or allow pharmacy's to do this on their behalf.  We used to support this system up until about 18 months ago when patients made their complaints known to us regarding the inconvenience of having to do this and, listening to what patients requested coupled with our own thoughts we looked at reverting back.  With the old system we found that when patients write or use a pharmacy to order their prescriptions, it was often difficult to get messages back to patients in a timely manner. Some of the messages that we needed to convey were around medication being changed, stopped or doctors requesting to see patients to discuss their requests for treatment. Laboratory tests are often indicated to ensure the accuracy of medication. When third parties (i.e. pharmacies) were ordering medication that had been changed we endeavoured to let the pharmacy know in order that messages could be passed to patients. However, this proved a big responsibility for pharmacy's and messages could not be guaranteed to get back to patients.  We therefore looked at ensuring that our service was in the best interest of patients and asked patients for views regarding our thoughts of encouraging them to telephone themselves to the surgery pharmacy's were still collecting and delivering the medication) and employing our own "medication team" who would be able to take the telephone requests from patients and advice them of any changes or messages from the doctor when they telephone.  This, we assumed, was a far greater safety approach and allowed the surgery vital contact with patients (at least monthly) to ensure that they were aware and understood any medication that they were taking.

   Pharmacy's play a very important role in our service however, of late the practice has had several complaints from them because they have been advised by us not to order prescriptions for patients themselves as we were not confident who would take responsibility if important messages were not getting back to patients regarding any change in their medication.

   We are now left in a position whereby patients need to express their wishes which system they would like us to use i.e. :- allow patients to telephone their requirements  to us and receive any messages directly from us which would mean that their chosen pharmacy would not be able to order their medication for them ( but continue to collect and deliver) or go back to writing/calling in person or using a pharmacy to order medication We cannot really have both systems as it would be very confusing to everyone.

   I do hope that I have explained the situation carefully and will leave it to patients to decide what they wish by means of receiving comments, either through this website, by telephone in person or by post.

     Both the practice and each pharmacy are  endeavoring  to offer an exceptional service for patients with a repeat prescription ordering service and, from a practice point of view, we will adopt whatever system the majority of patients wish to have.  We are prepared to discontinue our suggested ordering times for repeat prescriptions and make this available throughout the day if it helps but cannot guarantee that our fully trained staff who at present take requests, would be available throughout the whole day.

     Please respond urgently as we would like to take your views to our next Patient Reference Group who will be meeting at the end of August and hopefully a local pharmacist will be invited to discuss with our members.

  If any patients would like to become a member of this group, please contact Preeya at the surgery who will provide details of how to apply.


Many thanks

Marilyn a Marathe


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