Frequently Asked Questions

All You Wanted to Know And More

Why does this medication look different from last time?

The medicine may be from a different manufacturer, but it contains the same active ingredient and works in the same way. If you have concerns, please speak to our pharmacy team.

How much is an NHS prescription?

The current NHS prescription charge of £9.90 per prescription item applies unless you are exempt.

Who is exempt from prescription charges?

Some people qualify for free prescriptions:

A is 60 years of age or over; or is under 16 years of age

B is 16, 17 or 18 and in full-time education

D Maternity Exemption Certificate (MATEX)

E Medical Exemption Certificate

F Prescription Prepayment Certificate (PPC)

G Prescription Exemption Certificate issued by Ministry of Defence (formerly War Pension)

H Income-based Jobseeker’s Allowance

K Universal Credit and meets the criteria for help with health costs

L HC2 Certificate (full help with health costs)

U Prescribed free-of-charge contraceptives

You may be asked to show evidence (e.g., exemption certificate, PPC, UC award) at the pharmacy.

Why can’t I get this item?

Sometimes we may be unable to supply an item on your prescription. This can happen for a few reasons:

Out of stock:Occasionally medicines are temporarily unavailable from suppliers. This may be due to manufacturing delays or increased demand. We will order the item as soon as possible and let you know when it arrives. If appropriate, we may contact your prescriber to suggest an alternative.

Discontinued:Some medicines are no longer made by manufacturers. If this happens, we will inform you and, where necessary, advise your GP or prescriber to issue a suitable alternative.

Supply restrictions:Certain medicines may be subject to national supply issues. In these cases, we follow NHS guidance to manage supply safely and fairly.

How do I refill or order new prescriptions?

You can order your repeat prescriptions in several easy ways:

1. Through the medicine order line (MOL)

Call 0115 885 0260 to order
Use this link to order online through the derbyshire MOL www.derbyshiremol.nhs.uk

2. Through your GP surgery

Order using your GP’s online system or app
Call your GP surgery
Hand in your repeat slip at the surgery

3. Through our pharmacy

Bring your repeat prescription slip into the pharmacy
Ask our team to request your repeats from your GP

4. NHS App

Order repeats directly through the NHS App

Helpful tips:

Order your repeat medicines at least 5–7 days before you run out
Let us know if your medicines have changed
Tell us if you’re going on holiday so we can plan ahead

Can I get an emergency supply of my medicine?

In certain situations, we may be able to provide an emergency supply of your regular prescription medicine if you run out unexpectedly. Call NHS 111 to send us a referral we will then contact you for more information.

What we will need:

Your name and address
Details of the medicine and dosage
Proof that you have been prescribed it before (e.g. record of prescription, previous prescription or medicine box)

We can usually help if:

You have previously been prescribed the medicine
It is clinically appropriate to supply
The medicine is not a controlled drug (except in limited circumstances)

Important information:

Emergency supplies are provided at the pharmacist’s professional discretion
There may be a charge for this service