New Medicine Service

The new medicine service is a free NHS service provided by your Rowlands Pharmacy team to help you understand your condition and get the most out of your new medicine.

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Book your first consultation

You can choose to book a phone call or video call with our pharmacist.

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Telephone Appointment

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Video Call Appointment

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Between 30% and 50% of prescribed medicines are not taken as recommended. This means that a lot of medicines are wasted or are not as effective as they could be. The service is for people who have received their first prescription for a medicine to treat one of a range of conditions which have been chosen by the NHS.

The service will:

  • help you to find out more about the new medicine you are taking
  • help to sort out any problems you are having with your new medicine
  • give you a chance to ask questions about your medicine and discuss any concerns
  • help to improve the effectiveness of your new medicine, for example, there may be an easier or better way to take it
  • help you to make your own decisions about managing your condition
  • help you to improve your health, which could lead to fewer GP and hospital visits.

The New Medicine Service will help provide better value for you and the NHS by making sure that your medicines are right for you.

Frequently Asked Questions

How does the service work?

There are 3 simple steps to the New Medicine Service which work in the following way:

Step 1 – Booking your first phone call with the pharmacist

We receive your prescription from the GP surgery, which is clinically checked by our pharmacists. If it’s a new medicine to treat one of the NHS approved conditions, we’ll send you an email to book a telephone call with a pharmacist, at a date and time that suits you. This would take place within 7-14 days.

Step 2 – Your consultation with the pharmacist

The pharmacist will call you on the number you provided at the time you made the booking.

The pharmacist will ask you questions about how you’re getting on with your new medicine, find out if you’re having any problems and give you any information and support you need. You may have concerns or questions that you want to ask. You can ask anything at all about your new medicine.

Step 3 – Your follow-up consultation with the pharmacist

We’ll send an email to you to book a follow-up telephone call with a pharmacist, at a date and time that suits you. This would take place within 14-21 days of stage 2 being completed.

You’ll be able to talk about how things are going with your medicine and ask for more advice if you need it.

How can you prepare for your discussions with the pharmacist?

  • Read the leaflet that comes with your new medicine.
  • Make a note of questions you want to ask about your new medicine.
  • Make a note of any concerns about your new medicine that you may want to discuss with the pharmacist.
  • Have your new medicine in front of you during the call.

What happens after the two discussions?

  • Everything may be okay with your new medicine and nothing else will need to happen.
  • If you have had problems with the medicine, you may agree with our pharmacist to change the way you take it.
  • Our pharmacist may recommend that your doctor review your new medicine. If this is needed, they will send a note to your doctor explaining the issues raised.
  • If appropriate, our pharmacist might offer you advice on healthy living and public health topics, in line with the promotion of healthy lifestyles essential service.

Will information about me be shared with others?

You will be asked to give your consent for the pharmacist to share information from your New Medicine Service discussions with:

  • Your GP, if necessary (for example if they need to change your medicine because you are having a problem with it)
  • NHS England, to make sure the service is being provided properly by our pharmacist
  • NHS England and the NHS Business Services Authority, to make sure our pharmacy is being paid the correct amount by the NHS for the service we have provided to you.

If you don’t give your consent, you will not be able to use the service.

You can view the Rowlands Pharmacy terms and conditions and privacy policy, which outlines how we handle your data.  

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