NHS NEW MEDICINE SERVICE

Started a new medicine? Get help from your pharmacist.

Free NHS support for eligible newly prescribed medicines.

Understand what your new medicine is for, how to take it and what to do if you have concerns. Our Southall and Hillingdon teams can check whether you qualify for the NHS New Medicine Service and arrange pharmacist support.

Speak to your local pharmacy team

Call or visit your usual branch and tell us the medicine name and when you started it. We will check eligibility and explain the consultation arrangements. You can also ask when collecting a new prescription.

Southall pharmacy

39 Western Road
Southall, UB2 5HE

020 8574 6848

Branch details and directions

Hillingdon pharmacy

165 Ryefield Avenue
Hillingdon, UB10 9DA

01895 272571

Branch details and directions

NHS-funded

No consultation fee if eligible

Your questions

Time to discuss your medicine

Practical support

Help with taking it correctly

Follow-up

Check how you are getting on

What is the New Medicine Service?

The NHS New Medicine Service (NMS) is free support from a pharmacist when you start certain medicines for a long-term condition. It helps you understand your treatment and deal with questions or difficulties early on.

There are three stages: joining the service, an initial pharmacist discussion, and a follow-up discussion. You do not need to have side effects or problems to benefit.

Which conditions and medicines are covered?

Eligibility depends on both the condition and the newly prescribed medicine. Our pharmacist checks that the medicine is on the NHS NMS list and is being used for a covered condition.

Asthma or chronic obstructive pulmonary disease (COPD)
Type 2 diabetes
High blood pressure or high cholesterol
Osteoporosis or gout
Glaucoma
Epilepsy or Parkinson’s disease
Urinary incontinence or retention
Heart failure, acute coronary syndromes or coronary heart disease
Atrial fibrillation
Long-term risk of blood clots, including venous thromboembolism
Stroke or transient ischaemic attack (TIA)
Depression — for adults aged 18 or over

A new repeat prescription for a medicine you already take does not automatically qualify. A change of formulation is not usually eligible, although the pharmacist may consider specific circumstances.

Community Pharmacy England: NMS eligibility and service guidance.

How can the pharmacist help?

You do not need to wait until you have a problem. Bring any questions about your new medicine.

Understand your treatment

Discuss what the medicine is for, how and when to take it, and any instructions that are unclear.

Talk about concerns

Ask about side effects, missed doses, other medicines or practical difficulties. Advice depends on the medicine and your circumstances.

Your NMS timeline

We agree a convenient time and whether each discussion will be in the pharmacy or by phone. These are the usual service intervals; tell the team if you cannot attend so we can discuss the appropriate arrangements.

1. Join the service

We check your new medicine, explain NMS, obtain your consent and arrange your first pharmacist discussion.

2. First discussion: 7–14 days later

Normally 7–14 days after joining. Talk about how you are taking the medicine, any concerns or side effects, and support that may help.

3. Follow-up: 14–21 days after that

Normally 14–21 days after the first discussion. We check progress, review any agreed steps and explain whether your prescriber needs to be involved.

Starting after a hospital stay or a referral

You can ask our team when a new medicine is dispensed. Your GP or another primary care professional may also suggest NMS, and a hospital team can refer you.

If the hospital has already supplied your new medicine, a hospital referral may still allow us to support you without Puri Pharmacy having dispensed the first prescription. Bring your discharge information and medicine details so we can check the pathway.

Tell the team if someone collects your medicines for you or they are delivered. Ask about arranging a telephone discussion rather than assuming you must attend in person.

What to bring to your consultation

Have your new medicine, its patient information leaflet and a list of other medicines and supplements available. Note any questions or symptoms and when they started.

Examples of useful questions include: What is this medicine for? How should I take it? What if I miss a dose? Could it interact with another medicine? What should I do about a possible side effect?

A confidential discussion in the pharmacy or by phone is agreed with you. Email, texts or messages can help with arrangements but do not replace a live NMS consultation. If you miss a call or appointment, contact the team to rearrange.

Your consent, information and next steps

Before starting, we explain the service, ask for your verbal consent and record it. We explain sharing relevant information with your GP practice where needed, and service information with NHS England and NHSBSA for monitoring and payment checks.

If a concern needs your prescriber’s input, we explain the referral and communicate the relevant information. NMS does not replace your usual GP care or guarantee that treatment will be changed.

When to seek urgent help

Call 999 for sudden swelling of the lips, mouth, tongue or throat, severe difficulty breathing, collapse, or another life-threatening emergency. Do not wait for an NMS appointment or an email reply.

If you think you are experiencing a serious or worsening side effect, seek prompt clinical advice. Contact the pharmacy or your prescriber; use NHS 111 when urgent help is needed and they are unavailable. Do not make routine changes to doses without appropriate advice.

Support from your local pharmacy team

Personal advice

Discuss your needs and relevant medicines.

Clear explanations

Understand options and next steps.

Local access

Speak to Southall or Hillingdon.

Appropriate referral

We explain when another service is needed.

Ask our pharmacy team

Ask our pharmacy team to explain your new medicine, how to take it and what to do if you are worried. NMS focuses on medicines support; your prescriber remains involved when a treatment review or change is needed.

Rahul Puri

Frequently asked questions

Practical answers before you contact us.

Is the service free?

Eligible NHS New Medicine Service consultations are free. Normal prescription charges still apply to medicines unless you are exempt.

Does every new medicine qualify?

No. NMS covers certain medicines and conditions. Tell the team what you have been prescribed so we can check.

How do I sign up?

Ask when your new prescription is dispensed, or call your branch. Your GP or hospital team may also refer or signpost you. We check eligibility, explain the service and record your consent.

Can I have the consultation by phone?

Yes, where appropriate. Agree the timing with the team. Messages or emails can support arrangements but cannot replace the live discussion.

What if I have not noticed any problems?

You can still ask questions and check that you understand how to use the medicine. Support is not limited to people experiencing side effects.

What if the medicine is not suitable?

The pharmacist will discuss the issue, agree appropriate steps with you and contact your prescriber or practice team where their input is needed. You may be referred before the planned follow-up rather than waiting for it.

Can I use this for urgent side effects?

Do not wait for a scheduled appointment if you need urgent help. Contact a healthcare professional promptly, NHS 111 for urgent advice, or 999 in an emergency.

Can you help if the hospital supplied my new medicine?

A hospital referral can allow NMS even where the hospital supplied the first prescription. Tell us what you started and bring discharge information so the pharmacist can check eligibility and coordinate care.

More help with your medicines

See NHS patient information on help with new medicines and Community Pharmacy England’s NMS guidance. Use the NHS medicines A–Z alongside your patient information leaflet.

If you want future NHS electronic prescriptions sent to us, see our repeat prescription and nomination service. Nomination and NMS eligibility are separate.

Get clarity about your new medicine

Speak to Southall or Hillingdon about eligibility and arranging pharmacist support.