Pharmacy Medicines Information Helpline – Information Leaflet

Information about the Pharmacy Medicines Information Helpline. A service for outpatients who have been prescribed a medication by the Trust. Calls are answered by qualified staff.

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  • Introduction

    The Pharmacy Medicines Information Helpline is for outpatients who have been prescribed a medication by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust.

    Calls will be answered by qualified staff. We can answer any question about medication you are prescribed or anything else that you take. For example, medicines bought from the chemist or the internet. We may need to ask you for your name, address and date of birth but this is for our records only. All calls are completely confidential.

  • What type of things can you ask?

    • Will my medication cause side effects?
    • Can I drink alcohol with my medication?
    • Can I buy other remedies over the counter?
    • Why am I prescribed this medication?
    • When is the best time of day to take my medication?
    • What should I do if I have missed a dose?
    • Where to find a local pharmacy that is open to dispense your prescription.
  • Things that it may be better to ask your doctor/community worker at your next appointment

    • How long will I need to stay on my medication (everyone is different and your doctor can comment on your individual circumstances).
    • If you think your symptoms are coming back.
    • If you are considering stopping your medication and want to talk it through.
  • Opening times

    The Pharmacy Medicines Information Helpline is open Monday to Friday 9am-5pm.

    Please ring: 0191 245 6604

    Please have your medicine(s) to hand when you call. If nobody is available to take your call, please leave your name and a contact number on the answer machine.

  • Further information

    • CNTW Choice and Medication page
      Further information on specific medication or mental health conditions.
    • Medicine Guides – NHS Choices
      Up to date, reliable and understandable information about medicines.
    • Patient Information Centre, St Nicholas Hospital
      Tel: 0191 246 7288
      Further information on medicines, conditions and treatments.
  • What if I have a comment, suggestion, compliment or complaint about the service?

    If you want to make a comment, suggestion, compliment or complaint you can:

    We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention. You can provide feedback in the following ways:

    • the quickest way for you to do this is to complete our short online survey at
    • complete a Points of You survey, available on wards, reception areas or from staff
    • other options for sharing your feedback and experience

    Patient Advice and Liaison Service (PALS)
    PALS provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved ones care.

    We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.

    North of Tyne
    Tel: 0800 032 0202
    Email: [email protected]

    South of Tyne
    Tel: 0800 328 4397
    Text: 07825 061 035
    Email: [email protected]
    Post: Patient Advice and Liaison Service, Garden Lodge, Hopewood Park, Ryhope, Sunderland, SR2 0NB

    9am – 4.30 pm, Monday to Friday
    An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.

  • Other formats, references and review

    Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.

    This information can be made available in a range of formats on request (eg Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre Tel: 0191 246 7288

    Published by the Patient Information Centre
    2021 Copyright, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
    Ref, PIC/409/0424 April 2024 V8 Tel: 0191 246 7288
    Review date 2027