The Prescription Ordering Department (POD) is a dedicated service for patients to order their prescriptions. The POD has had a significant impact on reducing the workloads for the practice clinical and non-clinical staff. This is achieved by re-directing the prescription requests from the reception team, allowing them to support the practice with more patient-facing activities such as care navigation. In addition, the POD service streamlines the medication queries that have to be dealt with by Clinicians.

Our key aim is to deliver it as an extension of the practice service, even though it is delivered as a centralised off-site department utilising up-to-date call centre technology. The service is able to provide dedicated time for patients to discuss medications from 8:30 am to 5:30 pm Monday – Friday, excluding bank holidays.

At the moment, we are handling more than 50,000 calls per month.

How does it work?

The patient calls their practice’s dedicated telephone number, and their requests are handled by a team of call handlers. The call handler will check that the items being requested have not been stopped by the GP and that the dates and quantities are valid. They will highlight any medication review dates, review any notes that may have been left by the GP, and confirm the nominated pharmacy with the patient. The POD team will process repeat, acute and past prescription requests. If your surgery is set up to use the Birmingham and Solihull Health App, they will also process requests that are waiting. The POD advises patients that all requests take up to 48 hours, and we are unable to guarantee same-day prescriptions.

If the patient is calling to enquire about a recent hospital or clinic letter that has yet to be actioned, the call handler will pass the request onto the team of Pharmacy Technicians to review and action accordingly.

How do you access the service?

  • Our member practices have to sign up to use the POD.
  • Patients’ practices each have a dedicated telephone number for their patients to call.
  • Patients can order through the BSol App or the NHS App, depending on which app your practice is using.
  • For vulnerable patients, such as blister pack patients, Pharmacies are able to email the POD to order medications on your behalf.

How does it benefit the healthcare system?

  • Empowers patients by putting them back in charge of ordering their own medicine
  • Reduces unnecessary medical waste
  • Minimises risk of inaccurate clinical errors

Want to know more?

Call: 0121 483 2128