Background
The way repeat prescriptions are ordered is changing. All patients (who are able to do so) are required to order prescriptions directly from the GP practice. This means that for the majority of patients, the pharmacy will no longer order prescriptions on their behalf.
Practices rolling out patient-led ordering (PLO) should work closely with their local community pharmacies to agree a date for implementation. The lead time for this should be 12 weeks. This will allow enough time to manage all the steps required before a ‘go-live’ date, including time to communicate with patients, update practice procedures and carry out staff training. Further details on the steps to follow are outlined in the support guides listed in the table below.
Purpose of the change
This change aims to:
- reduce medicine waste. Current arrangements mean that many medicines are routinely ordered but not needed
- give patients better control over the ordering of their own medication
- improve safety by avoiding stockpiling of medication and prevent medication that has been stopped from being re-ordered by mistake
- save practice time (especially if prescriptions are ordered online) with less time spent chasing and processing prescriptions and answering the phone to queries and complaints
How can patients order their medication?
Patients can order repeat medication in one of the following ways:
- Online via the GP practice online ordering process or the NHS App – this is the safest and easiest way
- Via the repeat prescription box at the GP practice
- Via post to the GP practice using the repeat prescription slip
Exceptions to the change
The exception will be patients who are unable to order their medication by any of the recommended routes, are vulnerable, and/or housebound.
GPs should work closely with pharmacies to ensure patients who require additional assistance (Assisted Patients) get special care and specific policies geared to their personal needs.
This could mean that pharmacies continue to order on behalf of some patients, where all partners agree this is the best solution for a particular individual.
When do the changes take place?
Practices will set their own date for the change in conjunction with their local community pharmacies to ensure appropriate measures are in place to manage the process. Once a date is agreed, the lead time for implementation should be 12 weeks.
Patients who already take their repeat prescription request slips into the GP practice or order their repeat medication online are not affected.
Support guides
To ensure consistent operating procedures across GM and to assist practices with the roll-out of patient-led ordering, Greater Manchester Primary Care Provider Board (PCB), Community Pharmacy Provider Board (CPPB) and General Practice Provider Board (GPB) have worked with NHS Greater Manchester (NHS GM) and Community Pharmacy Greater Manchester (CPGM) to produce a set of documents.
Details of the documents are listed in the table below and can also be found in this summary document. Each document can be downloaded by clicking on the corresponding link in the table.
| Document name | Description | Download | Date reviewed |
| GM approach to patient-led ordering (PLO) of medicines | A briefing document explaining PLO, its benefits and general points of consideration | PowerPoint | March 2025 |
| Patient-led ordering process flowchart | A flowchart of the process to include in general practice repeat prescription processes, guidance and standard operating procedure (SOP) | PDF version | March 2025 |
| PLO roll-out activity planner | A detailed list of tasks to be completed by GP practices starting at least 12 weeks before the go-live date | PDF version Word version Excel version | March 2025 |
| PLO GP to pharmacy notification letter | A letter template to be used by GP practices to notify local community pharmacies of the intention to implement PLO within their practice | PDF version Word version | March 2025 |
| CPGM and NHS GM potential exemptions from PLO | A document co-produced by CPGM and NHS GM describing examples of patient groups potentially exempt from PLO | PDF version Word version | March 2025 |
| PLO Equality Impact Assessment (EIA) template | A GM-wide equality analysis template to be used by GP practices prior to PLO implementation to identify potential discrimination or disadvantage as a result of the changes | PDF version Word version | January 2025 |
| PLO example standard operating procedure (SOP) content | An example of what can be incorporated into general practice repeat prescription guidance, processes and SOP content | PDF version Word version | January 2025 |
| PLO FAQs | Frequently asked questions around common queries and issues related to the implementation of PLO | PDF version Word version | March 2025 |
| PLO communications toolkit | A toolkit designed to support with patient communication which includes assets and materials for download | PDF version Word version | December 2024 |
| PLO email communication to GM pharmacies | Copy of email communication sent to all GM pharmacies from NHS GM and CPGM to notify of PCB PLO website page | PDF version Word version | January 2025 |
