We know it can sometimes be difficult to get through on the phone, especially at busy times. Demand for GP services has increased, and we want to improve access without moving to a full online-only triage system.

From 29/05/2026 we will begin introducing our new Virtual Care Navigator, developed in partnership with Think Healthcare. It works alongside our phone system and online consultation tools to make sure your request reaches the right team first time.

What this means for you:
• Shorter phone queues
• Faster responses to routine queries
• Easier prescription and admin requests
• Better use of appointments for patients who need clinical care

We are introducing the changes gradually, so patients and staff have clear guidance and a smooth transition.

At first, you’ll be able to:
– Check or cancel appointments

– Order repeat prescriptions

Patients wanting to use the new automated prescription system over the phone will need to request a 6 digit pin via our On-Line Consultation Tool or follow instructions through the prescription menu on the phone.

– Submit general admin requests including Requests for Sick Notes, Referral Information,

– Book Chronic Disease or Long Term Condition reviews using a PIN number.

Later on in June, the system will expand to include more appointment types

Important Patient Note:
Reception staff are still here to help you. You can still call us. This system supports access — it does not replace it.

Our aim is to improve access without removing choice.

The Virtual Care Navigator helps us respond to rising demand while keeping telephone access and personal support — ensuring patients receive the right help, at the right time, from the right member of the team.

Thank you for your patience and support while we make these improvements.

👉 Please click on this link to read the full patient briefing to understand exactly what and why things are changing and when.

Please be aware that we do not take repeat prescription orders over the telephone* or by email. This is done in order to ensure there is no misunderstanding when organising your repeat medication and thus provide a clinically safe service.

So as to ensure that all of our patients receive efficient and prompt attention, we ask for all repeat medication orders to be made by the following methods:

1) The Electronic Prescription Service. The easiest ways to order repeat prescriptions are:

• using the GP online system via the link at the top of this page.
• or by using your NHS account (through the NHS website or in the NHS App)

These accounts show you all your repeat medicine and dosage and you can choose the ones you need.

The GP and nurse prescribers can generate, sign and transmit a prescription to the patient’s nominated pharmacy with no need to produce a paper prescription. Please ask at the reception desk for your unique log-in and password details for online services. You must have 2 forms of identification (including one form of photo ID).

2) The post box located just inside the entrance of Castle Mead Medical Centre or the normal post box at Pine Close on the corner wall especially for posting prescription requests (or by letterbox if we are closed). This is emptied morning and evening.

3) By Royal Mail You may give another person permission to access your prescription details so that they may place the orders for you. 

4) *We do take basic repeat requests over the phone at our Stoke Golding site but only between 10am and 11am.

5) Finally we can also take basic routine repeat prescription requests using our new none-urgent contacts us form on the home screen to order. We also then need a link to the none urgent contact us box.

We require 48 hours to process your repeat prescription after you have requested it. This does not include the weekend or Bank Holidays.

Example - If you order your prescription on a Friday afternoon before 6pm the prescription would not be processed until Tuesday afternoon for Hinckley or Wednesday morning if ordering for Stoke Golding. You would add 1 day if the Monday was a bank holiday.

This is when your prescription will be ready for you to collect at the surgery for a paper prescription or sent electronically to the pharmacy of your choice. This timescale does not include pharmacy processing time.

Our GPs, Nurse Prescribers and Pharmacists can generate, sign and transmit a prescription to your nominated pharmacy with no need to produce a paper prescription.

You will need to choose a pharmacy to collect your prescription from. We call this nominating a pharmacy.

You can change your nominated pharmacy at any time:

• on the app or website where you order repeat prescriptions
• at your GP practice
• at any pharmacy that accepts repeat prescriptions.

Ordering early:

Our on-line ordering systems allow patients to order their medication up to 2 weeks in advance. This supports our patients to be better organised and ensure they do not run out of essential medications.

Whilst the clinical system allows you to order 2 weeks in advance, for patient safety reasons, the prescription will only be processed and sent to your chosen pharmacy in time for you to collect as normal. 

The Electronic Prescription Service (EPS) is an NHS service. It gives you the chance to change how your GP sends your prescription to the place you choose to get your medicines or appliances from.

What does this mean for you?

You will have more choice about where to get your medicines from because they can be collected from a pharmacy near to where you live, work or shop.

For further information on:

• Choosing a pharmacy or other dispenser
• Cancelling or changing your choice of pharmacist or dispenser
• What can I do if I'm unhappy with the process?

Go to Electronic prescriptions .nhs.uk.

If you have questions about your medicine, your local pharmacists can answer these. They can also answer questions on medicines you can buy without a prescription.

The NHS website has information on how your medicine works, how and when to take it, possible side effects and answers to your common questions.

• Go to Medicines A to Z (nhs.uk)

If you would like to speak to someone at the GP surgery about your prescription:

• phone our pharmacist after 10am
• fill in an admin request using our online consultation tools which you ca find on the front page of this website and the NHS App.

   

If you have a repeat prescription, we may ask you to come in for a regular review. We will be in touch when you need to come in for a review.

Find out more about prescription charges (nhs.uk).

Take it to the pharmacy you got it from or bring it in to the surgery. Do not put it in your household bin or flush it down the toilet.

As qualified healthcare professionals, we can refere you to a local pharmacists who can offer advice on minor illnesses such as:

• coughs
• colds
• sore throats
• tummy trouble
• aches and pains

They can also advise on medicine that you can buy without a prescription.

• Find a pharmacy (nhs.uk)

Many pharmacies are open until late and at weekends. You do not need an appointment.

Most pharmacies have a private consultation room where you can discuss issues with pharmacy staff without being overheard.

Our nearest Pharmacies are Cohens and the Hinckley Pharmacy