Medicines Order Line (MOL)

Medicines Order Line (MOL) : 0115 855 0260

From 29th July, patients at Hannage Brook (and other Derbyshire practices) will be able to ring a dedicated prescription phone line to order their repeat medication.  We will run this service alongside our online ordering system.

The MOL, funded and staffed by the NHS, is based in Ilkeston and open weekdays 08:00 to 16:00.

Phone lines are at their busiest all day on Monday and other mornings are also busy times. The quietest times to ring are Wednesday, Thursday and Friday afternoons.

Staff are trained to deal with prescription requests and able to resolve problems while patients are on the phone. Patients will also be told if a review is needed so that this can be organised prior to when they order again.

If you order through a local pharmacy (either by phone or dropping in a repeat slip), or by putting your slip in the repeat prescription box, we will ask you to ring the MOL from 29th July onwards or discuss registering for online ordering with one of our receptionists.

Why has it been designed?

The service has been used by patients from 14 practices in Ilkeston and Derby over the last year, and has so far saved our local NHS approximately £800,000 due to reducing wastage from medicines.

Derby and Derbyshire NHS can’t ignore the cost savings created by the pilot scheme and so we have been encouraged, as with all practices in Derbyshire, to sign up to this.  We know that any change will generate some queries and anxiety, so we have reviewed all of the comments posted on social media in response to the MOL.  There are some common themes which we have tried to address these below:

Benefits for our patients?

  • Hannage Brook will be notified by the MOL when patients are ordering medication which may indicate that their medical condition is not well controlled. Examples include people requesting too many inhalers that might indicate that their asthma is not well controlled or someone who is getting through a lot of pain relief or angina spray, indicating to us that you might need to change treatments or come in for an early review.
  • We know that some of our patients, for example those with poor memory, rely on the pharmacy to order on their behalf. This will continue after the end of July as your pharmacy can ring the order line directly in these instances. So if this is already in place it will continue with no change.
    Those patients who have their medication in a weekly blister pack from the pharmacy will also be provided with their prescriptions and medication in the usual way.
  • The MOL pharmacy team will be able to synchronise medications effectively to prevent different tablets running out at different times.
  • Feedback from the trial practices has shown that phone or online ordering is an easy process for patients, or their families or carers, to do on their behalves.

Benefits to the practice?

  • Currently, our reception team spend 12 hours a week processing repeat prescriptions. This time will be better used to respond to phone calls or other patient queries that they are trained to manage. 


  • Why do I have to phone a Nottingham number? –The MOL is currently based in Ilkeston, which carries a Nottingham dialling code. This is still charged at local rate.
  • What if I can’t use a computer? – Someone else could order your prescriptions for you online, or you (or someone else on your behalf) can phone the MOL. We will do everything we can at Hannage to try to support you; please come and talk to us if you’re struggling.  Also the local pharmacy will endeavour to support you, and are on board with these Derbyshire wide changes.
  • What about medicines that aren’t on repeat? – Any queries for non-repeat medications will be passed onto us at Hannage Brook and a GP or clinical pharmacist will deal with these.
  • What if I need advice about my medicines? – You can still have a face to face conversation with your local pharmacy as you would have previously.
  • Will people feel more isolated if they don’t come to the surgery to put their request in the box? – We would be interested in hearing from you if this is an issue. We have a care coordinator in the practice who might be able to help you find more interesting ways in which to feel less socially isolated.  You, or a relative, can reach her by phoning the practice on 0162 982 2434, leave your details and she will ring you back.

We hope that you will be able to engage with this change, but we are truly happy to hear from you if you’re not or are having problems. We will do everything we can to support you using the new system.

MOL Leaflet