Prescription Ordering Direct Service (POD)

POD Closure Announcement

The Prescription Ordering Direct service will be closing at the end of June 2024, with online ordering closing mid-April.  Further guidance and information will be added to this website, and your GP practice will contact you in due course. Please DO NOT contact your GP practice, you will be contacted directly in the next few weeks. Continue to place your prescription order as you have been doing until you are contacted.  Whilst the POD service continues to operate until the end of June, there may be delays in the usual turnaround times for repeat prescriptions.

In preparation for the closure of the service, we would urge those who haven’t already to sign up for the NHS App or Online access to your GP practice (SystmOnline/Airmid). These apps allow you to access a range of NHS services, including ordering repeat prescriptions and nominating a pharmacy you would like to collect them from. It’s simple to use and will allow you to continue ordering your prescriptions online.

You can download the NHS App to your mobile device via the App Store or Google Play. For more information on the NHS App, please visit https://www.nhs.uk/nhs-app/

Prior to the closure of the POD service the turnaround times for repeat prescriptions may be delayed. Please try to ensure that you have the recommended 7-10 days’ worth of medication left when placing your online order to allow for this.

Is my GP Practice using POD?

NHS Prescription Ordering Direct (POD) allows patients to easily order repeat medications over the phone or online.

There are currently 15 practices using POD in Great Yarmouth and Waveney and 2 in West Norfolk. If your practice is not listed below please order your prescriptions using the methods your practice uses. 

You can view the practices currently using the POD service by clicking on the boxes below:

Order using POD

Order online: www.nwccgpod.co.uk

Call: 01502 718615 (Great Yarmouth and Waveney) or 01553 605728 (West Norfolk). Calls are charged at standard UK rates.

Lines are open 8.30am – 4pm Monday to Friday, excluding bank holidays. 

Mondays are the busiest day, if you can call later in the week you are likely to have a shorter wait time. POD phone lines are usually quietest on a Wednesday and Thursday afternoon.

Frequently Asked Questions

  • How can I use the NHS App to place my prescription order?

    You can download the NHS App to your smartphone from the Apple App Store or the Google Play Store. Sign up for an account and you can use this to order your medicines.  If you had a Covid Pass you may have the NHS App already.  You can also place your order online if you can’t use a smartphone - https://access.login.nhs.uk/enter-email 

  • When should I order my medication?

    Contact POD to place your medication order when you have 7-10 days medication supply left.

    If it is earlier than this, you may be asked to phone back when you have 7-10 days supply left.

    The whole process from placing your order to collecting medicines from the pharmacy can take several days, so try not to leave it less than 7 days.

  • How do I order early if I’m going on holiday for example?

    Please advise the call handler of the reason for ordering early and they will advise if the order can be processed.

  • It’s not convenient for me to call during your opening hours. How can I order?

    Please use the NHS App which is available 24 hours 7 days a week. 

  • How can I order all of my medications at the same time?

    If you find that your regular daily medicines are running out at different times, please ask the call handler about synchronising your medicines. This should mean one trip to the pharmacy and fewer phone calls to POD.

  • What training do POD call handlers have?

    All our specialist staff have training in prescription management and ordering, and complete regular competency checks.

    Call handlers are supported by Pharmacy Technicians who can provide clinical input when required.

    Our call handlers are not able to give you any medical or medicines advice but will signpost you appropriately.

  • How do I change my pharmacy?

    All patients have the right to decide where their prescriptions are dispensed. The call handler will confirm your nominated pharmacy or appliance contractor with you every time you place an order. If you wish to change it, please advise them.

    You can also change it as a one-off, for example if you need your prescription dispensing whilst on holiday in England.

  • I have additional needs or require interpretation – what do I do?

    POD has access to translation services, which includes British Sign Language. Alternatively, by placing your order online, the form will translate into your internet browser language.

    We have some versions of our patient information in different languages at the bottom of this web page. Please contact us if you require information in another language or format.

    If you have other additional needs, please let the call handler know and they can discuss this with your further.  

  • How do I make a complaint?

    Please get in touch with our Contact Us team on 01603 595857 or email: nwicb.complaintsservice@nhs.net

Healthwatch Consultation Outcome

In October 2023 the ICB launched a survey for people to have their say on proposals to close the POD service. The ICB asked service users, their families and carers how they might be impacted if the POD service were to close, and what support they might need in the future.

The survey was available in local pharmacies, GP surgeries, libraries, printed in local newspapers, and available online and by phone. ICB staff were also consulted on the proposals over the summer. In total, 2,746 responses to the survey were shared with Healthwatch Suffolk, who produced a report to inform the ICB’s decision making.

Key themes can be found in the Healthwatch Suffolk report here or read more here.