Frequently Asked Questions

How do I change my password?

Once you have logged in, click the link labeled change your details and you can change your email address, password, favorite place and memorable date.

Please note that you cannot change place of birth or mothers maiden name. If however you have made a mistake in entering these details then contact the surgery to have them corrected.

How do I know my details are secure?

The website does not hold your name address or date of birth. Only the surgery can tell which details belong to which patient. Also you will notice that when in the online services section of the website that a secure protocol called https is used. This is the same security level employed when sending credit card details over the Internet and provides an extra layer of protection.

How will I know that the surgery has received my prescription request?

Once the surgery has received your prescription request, they will examine the request and accept or reject the request for each drug. An email will then be sent to you giving details of the outcome. Please allow 48hrs for the prescription to be printed and signed before coming in to collect it.

Why is my account suspended?

Your account will be suspended if a preset number of failed attempts have occurred since the last successful logon. If your account is suspended, please contact the surgery ( enquires@townheadsurgery.com ) to have it reinstated.

What should I do if I think the details about me are incorrect?

If you notice that your details are incorrect (that also includes information about yourself that you view online), please contact the surgery( enquires@townheadsurgery.com ) with the correct details and they will be modified. Alternatively, you can go to the reception desk and give your correct details there.

Why do you ask for so many security details?

Our patients confidentiality and security are of paramount importance to us, and as such, we ask you for all these details so that it is extremely difficult for someone to impersonate you online.

I have entered my password correctly but still can't logon

Please note that for security reasons your password is case sensitive and as such must be typed exactly as it was entered originally including any capital letters. The fields for username, mothers maiden name, place of birth and favourite place are not however case sensitive.

I can't see the name of the drug(s) I would like to order

If the drugs do not appear on the list then it is most likely that they have not been added to your regular repeat prescription list. To have drugs added you will need to discuss them with your own doctor.

I would like my prescription to be collected by the pharmacist.

All of the local pharmacies operate a collection service from the surgery. You need to speak to your local pharmacist to set this up. If you are already taking part in the scheme then your prescription details will already include which pharmacist will normally collect your prescription and this will take place as normal.