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Changes to Prescription Ordering in Shropshire, Telford and Wrekin

NHS Shropshire, Telford and Wrekin (NHS STW) has carried out a review of the Prescription Ordering Direct (POD) service - a phone and email-based system for ordering repeat prescriptions that has been in place since 2016/17. 

Currently used by around 70% of GP practices across the area, POD was originally set up to reduce medicines waste. However, the recent review has found that the service now duplicates functions already offered through GP practices and the NHS App.  

The service also faces persistent access issues, rising staffing costs, and no longer represents good value for money - costing the local NHS over £1 million annually. 

As a result, and in line with national priorities to improve digital access to NHS services, NHS STW will be phasing out the POD service over the coming months. 

There is support available

We understand this will be a change for many patients, and we are committed to supporting a smooth and inclusive transition. Access to medication will remain a priority for all patients, whether they use digital services or not.

How will patients be supported?  

  • Help using the NHS App, including resources shared through GP practices.
  • Collaboration with community partners to offer local digital support and ensure vulnerable patients are not left behind. 

Local organisations offering free support to help eligible residents build digital confidence and get online:

Shropshire Council digital skills programme: Computer skills for all | Shropshire Council

Telford & Wrekin Council digital face-to-face support and learning: Telford & Wrekin Council | Digital face to face support and learning

Alternative options

For patients who do not have the NHS App, other options continue to be available, although these vary by GP practice:

  • GP practice online services: many practices across Shropshire, Telford and Wrekin provide their own secure online portals. Ask at your practice for more information. 
  • Paper form attached to prescriptions: patients can complete and return the repeat slip to their practice, usually via a dedicated paper prescription box. 
  • In-person requests at GP practices: some practices may accept requests at reception or by phone. 
  • Pharmacy services: certain pharmacies offer prescription ordering support such as repeat dispensing. 

Listening to you

To help shape this transition, we have carried out a public engagement exercise to hear directly from local people. We want to understand how this change may impact you and how we can provide the right support to meet your needs. 

Your feedback is vital and will inform how we move forward to make this transition as smooth and inclusive as possible. 

Please note: the survey closed on Sunday 9 November 2025.

Communications and engagement resources

Below, there are a number of different information resources including further details around why this is happening, as well as communication and engagement tools to support healthcare colleagues, system partners and other stakeholders.  

We encourage everyone to use these resources to help broaden circulation and participation. It's especially important that those most likely to be affected by this change have the opportunity to share what support they need moving forward.

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Page last updated 12 November 2025

An illustration depicting Shropshire, Telford and Wrekin with key monuments