Please use our eConsultation to contact us online for an appointment or for queries. Norton Medical Centre - Covid19 Information for information within the practice such as face masks and sick notes.
Please note we are closed Thursday afternoons between 12 noon and 2pm. For more information please see our Opening Times

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Prescriptions Frequently Asked Questions

Q1. I have run out of my medication, can I have a prescription today?

A1. We require three full working days to safely process repeat prescription requests. If your prescription goes directly to your nominated pharmacy they normally require an additional working day before your items are ready for collection.
Prescriptions are processed in order of clinical priority or longest wait to ensure safety and fairness. Therefore the only medication we are able to issue same-day are those life dependant medications on our urgent medication list. However, as this pushes other patients’ requests back in the queue, the frequency of such requests are monitored. Please be aware that staff are not authorised to prioritise requests for medications that are not included in the urgent medication list.

Q2. I need to order my medication early, can I do this?

A2. Repeat prescriptions can be ordered up to 5 working days before the due date. However, if you have a qualifying circumstance we will allow medication to be ordered and issued early, for instance if you are going away on holiday. You will need to specify what is needed early and why in order for us to process the request. For safety reasons the frequency of these requests will be monitored and your medication(s) next due date will be amended accordingly.

Q3. I tried to ring the prescription line and could not get through, how else can I order my prescription?

A3. Many medications have similar sounding names and consequently many Practices no longer accept requests made by phone as it is deemed less safe. However, we understand that there may be circumstances that make other methods of ordering difficult for some of our patients so we currently continue to offer a time limited telephone service. Please note that this service is under regular review and we would encourage all patients to consider the following alternative methods:
o At any time, conveniently, using online access. Please ask reception about how to sign up.
o By submitting your repeat slip into our post box outside the surgery or our repeat box within the surgery. If you do not have your repeat slip you can request a copy from Reception or complete a form available at the counter. Please note you must provide the name, dose and frequency of your medication before placing an order.

Q4. I tried to ring the prescription line and could not get through and have now ran out of my medication, can I have a prescription today?

A4. It is your choice which method of ordering you use, and as there are several available if you have been unsuccessful using one it is your responsibility to find an alternative method, therefore we will not process a same-day prescription. As stated in A1 staff are not authorised to prioritise requests for medications that are not included in the urgent medication list.

Q5. I have been discharged from hospital, when can I have a prescription for my new medication?

A5. Hospitals are contractually obliged to provide at least a 7 day supply of medication upon discharge. The Hospital should inform us of any medication changes so we can update your medical record ahead of you needing to order any new medication that they wish us to continue . This normally takes around 3 working days at which point you will be able to order your next repeat prescription as normal. If we do not receive information from the hospital you will need to contact them to ask them to write to us before we are able to update your records.

Q6. The specialist has recommended I start new medication, when will my prescription be ready?

A6. As it is a recommendation, it is up to your GPs clinical decision if they want to prescribe any new medication(s). If the GP is agreeable we will ensure the medication is available to order within 14 days of receipt of clinic letter. If a medication is needed urgent ly, the hospital should provide you with a prescription. Please query this with the relevant department/clinic at the hospital.

Q7. Why can’t the reception team deal with my prescription request?

A7. We have a dedicated prescription team who are qualified Pharmacy Technicians with trained support staff to safely manage medication requests. Therefore the authority to issue prescriptions has been removed from Reception and is now only available to the Prescription Team. This is to ensure that the process is as safe as possible.

Q8. I have requested medication that is not on my repeat list, will I get this medication?

A8. The Prescription Team can request acute medication on your behalf; however the person who signs a prescription is medically and legally responsible for prescribing that medication. It is therefore the decision of the individual prescriber as to whether they feel a patient needs a particular item and not the right of a patient to receive the medication they want.

Types of Prescription How to order Repeat Prescriptions Hospital Medications Order Online

Contact Us


Norton Medical Centre
Billingham Road
TS20 2UZ

Tel: 01642 745350

Monday to Friday 8:00am - 6:00pm


Norton Medical Centre will be closed from 12 noon on Thursday 16th May for Staff Training - Surgeries in Hartlepool and Stockton, including Norton Medical Centre, will be closed for Protected Learning Time (PIL) If you require routine healthcare, we will open as normal at 8.30am on Friday 17th May 2024. For emergency healthcare, please contact 111 or 999 as appropriate.


The practice is closed on Thursdays between 12 noon and 2:00pm for staff training.

We are occasionally closed for training sessions, please see separate notices in the surgery and on the website for specific dates.

Closure dates can be viewed with our Opening Hours Page along with opening times.


Please use our Online Consultation Service to contact us online for an appointment or for queries by using our eConsultation link


From Monday 27th November, our eConsultation service and telephone lines will both open from 8.30am.

Please note we close eConsultations when we have reached safe capacity.

Out of Hours

When the practice is closed call 111 for medical help or visit Out of Hours


Call 999 for Health Emergencies


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