What to do if we cannot confirm your GP registration

Modified on Thu, 2 Jul at 5:24 PM

As part of our checks, we contact your registered GP surgery for certain medications. This is to confirm you are their patient, for them to be made aware of the additional medication you are taking and for them to add to your NHS records. If they reply to say you are not registered, or no longer registered, we will get in touch and ask you to update the GP details on your account. This article explains the two scenarios you might hear from us about, and what to do.

Who this applies to

This applies to patients who have received a message from us saying we have been unable to confirm their GP registration. It also applies if you have moved house or changed surgeries since you last used us and want to update us proactively.

Why we check with your GP

Confirming your GP registration helps us prescribe safely. It allows our doctors to inform your GP about anything we have prescribed, where appropriate, and to cross-check that the patient ordering is the patient we have on record. It is a routine part of how regulated UK online pharmacies work for certain medications.

The two scenarios you might hear about

Scenario 1: You are not registered with that surgery (REJ02)	Scenario 2: You are no longer registered with that surgery (REJ01)
This means the surgery has replied to say they have no record of you as a patient at all.	This means the surgery has replied to say you were once their patient but are not any more.
Possible reasons: You selected the wrong surgery from a list of similarly named surgeries. The name or postcode you entered did not match how the surgery records your name. You have not yet registered with the surgery you intended to use.	Possible reasons: You moved house and registered with a new surgery, but the old one is still on your account. You were removed from their list (sometimes this happens automatically after a long period of no contact). The surgery has merged with another, and your registration moved across.

What we need from you

In both scenarios, we need your correct, up-to-date GP details. To provide them:

Confirm with your current GP surgery that you are registered. Your NHS App, any recent letter from them, or a quick call to reception will do this.
Note the exact surgery name and postcode as the surgery records them.
Reply to our message with the correct details, or update them on your account directly.
We will update our records and your order can continue.

If you are not currently registered with any GP

To prescribe safely, we need you to have a registered NHS GP. If you are between surgeries (for example, after a recent move), register with a new one before placing your order. You can find your nearest surgery on the NHS website at nhs.uk.

Common scenarios

You moved a few months ago and forgot to update your GP on your Oxford Online Pharmacy account.
There are two similarly named surgeries in your town and you picked the wrong one when you set up your account.
Your old surgery has merged with another and the new name is different.

What to do next

Confirm with your current GP surgery that you are on their list, then reply to our message with the correct details or update your account. Once we have the right surgery on file, your order can carry on.

Still need help?

See our Contact us article for the best way to reach our team.