To call the POL, please phone: 0300 421 1215
Standard opening hours: 9am – 5pm Monday to Friday.

Our quieter times are usually between Tuesday afternoon and Thursday afternoon, which may be a better time to call if you can.

IMPORTANT UPDATES – COVID-19 IMPACT

This service is currently experiencing high call volumes due to COVID-19, which can sometimes result in longer waiting times. Additional call handlers have been drafted in at POL to help reduce waiting times down

Thank you for your patience and understanding while the team handle received calls as quickly as possible.

It is really important that medicines are not over ordered in this challenging time. Over ordering medicines will negatively impact on the medicines supply chain and in some cases result in stock shortages.

You should not be trying to order if you have more than 7-10 days’ supply remaining; we are unable to issue longer supplies or issue items ‘just in case’. This is in line with national guidance.


POL is a telephone service which provides another way to request your regular repeat medications. POL is currently available for patients of 23 practices within Gloucestershire to order your medications and/or appliances. If your GP practice is not listed, the POL team will not be able to order your repeat.

These are as follows:

  • BARTONGATE SURGERY
  • BRUNSTON PRACTICE
  • CAM & ULEY FAMILY PRACTICE
  • CIRENCESTER HEALTH GROUP (Avenue & St Peters Road)
  • COLEFORD FAMILY DOCTORS
  • CORINTHIAN SURGERY
  • GLOUCESTER CITY HEALTH CENTRE
  • GLOUCESTER HEALTH ACCESS CENTRE
  • HUCCLECOTE SURGERY
  • KINGSHOLM SURGERY
  • LECKHAMPTON (APPLIANCES ONLY)
  • LONGLEVENS (APPLIANCES ONLY)
  • MANN COTTAGE SURGERY
  • OVERTON PARK SURGERY
  • PORTLAND PRACTICE
  • RENDCOMB SURGERY
  • ROSEBANK HEALTH
  • SIXWAYS CLINIC
  • ST GEORGES SURGERY
  • ST.CATHERINE’S SURGERY
  • THE ALNEY PRACTICE (Chelt Road, College Yard, Highnam)
  • THE ROYAL WELL SURGERY
  • YORKLEY HEALTH CENTRE


The POL service intends to make ordering repeat prescriptions more convenient. Many surgeries do not accept repeat medication requests over the phone, and this service will enable you to place those requests over the phone.

[nhs-accordion name="Who will you talk to?"]
Your call will be answered by a fully trained call handler, who will process your prescription request in a friendly and efficient way. They will discuss your medication requirements with you, and will let you know if you need a medication review with your Doctor*.

The team currently consists of up to twelve staff at any one time, and who you speak to will depend on the next availability. All staff members are trained to receive your call, and the experience held across team members supports newer members of staff when necessary.

* The call handler will only access the personal information that is relevant to your request. Your personal information is secure and confidential in line with the Data Protection Act 1998.


If a family member currently orders your prescriptions for you, you will need to give your consent for them to continue doing this through the POL.
  • You will need to know which GP surgery the patient is registered with.
  • You will be asked for the patient’s date of birth, name and first line of address.
  • We will need to know the names of the medications required- you must be able to give the names or be able to confirm them.*
  • You will need to know how many days or weeks supply you have left. You can order up to 7-10 days before your medication is due, and we offer flexibility for covering holidays.

*If someone is calling on your behalf and you are not there to give consent to share information, or there is no consent to share noted on your records, they must have the names of the medication- the POL team will not disclose information.


Patient safety is paramount so we need to be able to confirm we are issuing the correct medications and asking also helps us to avoid wasted medication.

We need to ensure patients are taking medicines safely and as prescribed, checking how much medication a patient has left allows us to do this


This service provides a convenient way for you to obtain repeat medicines, while possibly reducing wasted medicines for the NHS. Once medicines have been supplied to patients they cannot legally be used for anyone else and have to be destroyed if no longer required. We want to make sure that you receive the correct amount of medicines, in a timely and efficient way. Many surgeries do not accept repeat medicines requests over the phone and this new service will enable you to do this.

If you have medication remaining, call POL during routine opening hours.

Patients requiring urgent medication outside of normal POL opening times should do one the following:

  • arrange a prescription by contacting their GP surgery directly, or
  • speak to a community pharmacist about obtaining an emergency prescription supply
  • contact the GP Out-of-Hours Service by calling 111 (NHS111)


No. If you prefer not to use the POL, you can still order your medicines in the following ways:
  • By post or by handing your own written request to your Doctor’s surgery (NB some practices vary in how they wish to handle requests)
  • By ordering online*

*Please contact your Doctor’s surgery if you wish to discuss this option.


Your prescription will be provided by your Doctor, in the usual way and timeframe (i.e. 48hrs – 72hrs depending on the practice). If you have asked your regular pharmacy to collect the prescription on your behalf, you may need to allow extra time for this to occur. If your prescription is electronic, it will be sent to your nominated pharmacy if you have one, otherwise at your practice.  If you don’t have a pharmacy nomination, speak with your regular pharmacy about this- it is easy and convenient.

Yes. This service will not affect the way you receive your medicines.