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 SystmOnline or the NHS App. You can click the two buttons below to access these.
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.
How to request a repeat prescription in the NHS App | NHS (BSL)
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 – you just need to ask your GP surgery for 3 extra details. Follow this link for more information: What to do if you do not have photo ID
For information on registering and updating your details in SystmOnline web application please watch this video.
Not working? No worries! Contact our reception team, we will try our best to help you get set up, if you are still struggling we will be hosting a drop in session at Box Surgery on Thursday 27th August 9am-1pm.
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. On top of this our entire reception team are well aware of how the NHS App and SystmOnline work.
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 watch this video.
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 tablet set up in the surgery for you to use to order your prescriptions if needed and a member of staff is available, 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 tablet set up in the surgery for you to use to order your prescriptions if needed, this can be used if a member of staff is available, 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.
