Date published: 20 October, 2022
Date last updated: 28 March, 2025
Digital, Gender identity

Online repeat prescriptions

Version 1.1, 28 March 2025

This guidance is part of the Online patient facing services section of the Good practice guidelines for GP electronic patient records.

Online repeat prescription ordering has been a requirement of the GP contract since 2015.  This is one of the most popular online services and has wide ranging benefits for patients and practices. 

Online services complement other ways patients can book appointments, order prescriptions, and access their general practice medical record.

Online ordering is not expected to entirely replace paper-based requests or telephone ordering. 

Uptake for practices can be high if the practice promotes the service effectively.

You may find more helpful resources on the NHS England web pages the Modern General Practice Model.

Key benefits

Online prescription ordering has a number of benefits to both patients and to practices.  

Benefits to patients include:

  • ease of use via a wide variety of apps or websites, such as the NHS App
  • links via the practice website on smartphone, tablet, or computer and available 24/7
  • ability to add a query or comment to a prescription request via the messaging option
  • option for parents, carers, relatives, and care home staff to order using proxy access
  • reduces the number of times a patient needs to contact their GP practice
  • ability to see changes made to their repeat medication online
  • ability to see a current list of repeat medication which can provide information for other services (e.g., hospital visits)
  • ability to check when medication was last ordered or is due

Benefits to the practice include:

  • improved clinical/patient safety, reducing the potential for prescribing errors
  • fewer telephone calls and unplanned surgery visits
  • saving staff time as direct patient contact is reduced
  • message option saves telephone and appointment time and allows the practice to respond by text, email, telephone when they have capacity
  • may help to reduce medicines wastage as the patient can see clearly what they are ordering and are less likely to order unwanted medication
  • prescribers can make any immediate changes in medication that are necessary following a consultation or receipt of a clinic letter
  • patients are aware of the medication that has been prescribed, reducing the number of patient queries

Practices need to be mindful of, and make alternative arrangements for, patients who cannot or prefer not to access online services. 

Practices should also consider whether the patient is suitable for electronic repeat dispensing (e-RD) which can be beneficial to both practice and patients.

Governance and training

Practices should have a GP prescribing lead and an administrative lead, to identify and manage risks, monitor the system, and ensure all staff have the appropriate training. 

New staff need to understand how the system works.  They also need to understand the policies of the practice relating to online requests for repeat prescriptions.

Training should be provided in the following areas:

Barriers to take up

Barriers to take up tend to focus on the following:

  • patients being unaware of the service (practices should routinely and continuously promote the service)
  • patients lack skills or confidence in using IT (patients can be directed to help and support services)
  • patients’ problems with access or activation of an online account (staff should be ready and able to help with)
  • mistrust that the system is not secure, and that information may be accessible to others
  • patients lacking equipment and the infrastructure required for online access or not realising they don’t need a tablet or computer and that a smartphone can be used

These barriers are important to think about when promoting services.

Related GPG content

Other helpful resources

Date published: 20 October, 2022
Date last updated: 28 March, 2025