From 1st November 2026, Hathaway, Rowden, Porch, Lodge and Box surgeries will all be moving to a digital-first prescription ordering system.
You will be able to order your prescriptions via the NHS App or SystmOnline.
Prescription requests over the phone, on paper, via email, via your pharmacy, and via third parties such as the Pharmacy2U app will no longer be accepted.
Why is this changing?
Earlier this year, we asked a number of our patients your thoughts about our current repeat prescribing system and received useful feedback. Throughout all your responses, we noticed a key theme – you would like your prescriptions more quickly, and with greater transparency from the surgery.
Moving to a digital-first ordering system is the first step in achieving this.
What are the benefits to me?
There are a number of benefits to moving to a digital-first prescription ordering system, including:
- Convenience – with the NHS App, you can order your repeat prescription any time that suits you, day or night
- Reduced waiting times – without people ordering over the phone (or at the pharmacy), you won’t have to spend as long waiting to talk to us for important clinical problems
- Safety – by picking which medicines you need directly from your medication list, this reduces the risk of you misspelling the medicine you would like, and our staff mishearing you, or misreading handwritten requests
- Greater transparency – you can track the journey of your requested prescriptions via the NHS App, giving you greater insight into their progress
And perhaps most importantly – increased confidence in using digital healthcare services. By encouraging you to order online, we hope to build your confidence in using digital healthcare services. These are becoming an increasingly important way to access healthcare not only at your GP surgery, but also at hospitals and specialist clinics.
The NHS App already has a number of useful features, including ordering repeat prescriptions, viewing your patient record, and viewing test results, with more being rolled out constantly! For more information, please visit: https://www.nhs.uk/nhs-app/help/
Where can I get support with this change?
We understand this may feel daunting for some, but we would like to reassure you that there is lots of support in place to help you make this change.
Getting set up with the NHS App is easier than you think! Please in the first instance have a go yourself by visiting https://www.nhs.uk/nhs-app/setting-up/
Please note you do not need to upload photo ID to get full access to your account. Watch the video for more information – please find the link at the end of this page.
Not working? No worries!
Contact the surgery to ask to speak to your dedicated Ordering Champion – they will be able to help you get set up, as well as troubleshoot common problems during their drop-in sessions (please bring the device you’d like to use to order your prescriptions with you to the drop-in session).
There will also be other drop-in sessions in the community such as at libraries and at our Living Well Team Health and Wellbeing Event on the 26th of September 2026 at the Olympiad Leisure Centre in Chippenham. No sign-up needed, just turn up between 10am-3pm.
Frequently Asked Questions
What is an Ordering Champion?
This is a new role we have created within the surgery dedicated to helping with the transition to a digital-first prescription ordering system. This person (or people!) has been trained on how the NHS App and SystmOnline work, and how to get you set up. They will also be able to answer questions and troubleshoot problems.
I order prescriptions on behalf of someone else/someone else orders prescriptions on my behalf.
You can continue to do this – just get in touch, and your surgery Ordering Champion will be able to set you up with linked online accounts. You can tailor the level of access you would like the other person to have, for example you may want them only to be able to order your prescription for you, or you may want to give them full access to your record. For more information, please use the video link at the bottom of this page
I don’t have a smartphone
The NHS App is available on the computer by visiting https://www.nhs.uk/nhs-app/account/
We will also have a laptop set up in the surgery for you to use to order your prescriptions if needed, or you can allow a trusted family member/friend to order on your behalf via a linked online account.
I don’t have internet access
We will have a laptop set up in the surgery for you to use to order your prescriptions if needed, or you can allow a trusted family member/friend to order on your behalf via a linked online account.
Can I still use online pharmacies like Pharmacy2U?
Yes, you are still welcome to use whichever pharmacy you would like to fulfil your prescription. The only difference is prescription requests via the online pharmacy’s app/website will no longer be accepted – you will need to order directly with the surgery via the NHS App or SystmOnline.
I need to order a medicine but it’s not available to order via the NHS App
If you can’t find where to order your medicines on the NHS App, please watch this video for help or get in touch with your surgery Ordering Champion. If the medicine is listed as not available to order at this time but you need the medicine, please submit a triage request to the surgery.
I have a dosette box and don’t order my prescriptions at the moment – is this changing?
No, we are not making changes to how dosette prescriptions are ordered.
I have batch (also known as eRD) prescriptions
Your current batch will continue to run as normal. Your pharmacy will let you know when you are on your last prescription in the batch, you can then request your next prescription (or batch of prescriptions if you’d prefer) via the NHS App or SystmOnline. If you would like a batch again, please add a note to the prescription request to let us know.
