Help with the NHS App

Posted by: olivercobbin - Posted on:

Getting Into The App

Can’t confirm my ID on the app. I don’t have photo ID / it doesn’t accept my photo ID?
• Ask your GP for a “3rd Party Passphrase”. That will produce a letter or text message with 3 code numbers:
• A Passphrase/Linkage Key (eg. 8t7Aq!cuu”qA85JB)
• Account Number (e.g. 123457444)
• ODS Code (e.g. C18450)
• Follow the process for confirming your ID, selection “no I don’t have photo ID”, then choosing “yes I use Online Services” and enter the codes you’ve been given within 24hrs. This tells the app that your GP has confirmed your Identity.

It says I already have an account!

  • You may have created an account a long time ago. The app will prompt you to try login with your old account details, and will even give you clues as to the e-mail address used.
  • If you CAN access the previous/old account: Either continue to use the old details, or delete the account by clicking on the head and shoulders silhouette in the top right corner, then selecting Settings>Manage NHS Account>Login and Security Settings>Delete my NHS Account. You can then set up your new account with the new details/e-mail address
  • If you CAN’T access your old account: The only way forward is to request that your old account be deleted. Contact them at https://www.nhs.uk/contact-us/nhs-app-contact-us/tell-us-what-you-need-help-with (or just search “NHS App Tell us what you need help with”
  • Getting Your Details on the App
  • I’m in the app, but when I try to access any details, it’s empty, or says “Sorry – we cannot connect to your GP surgery”
  • Your app has become disconnected from your GP record (maybe you’ve moved GP, surgery or simply haven’t logged in for a VERY long time).  Delete your account and create a new one (you can use all the same details).  As long as you enter your NHS number, you should then get your access back fully.  You MAY have to complete the ID check again.  Delete the account by clicking on the head and shoulders silhouette in the top right corner, then selecting Settings>Manage NHS Account>Login and Security Settings>Delete my NHS Account.
  • Can I see my Medical Record on the App?
  • Yes.  On your homepage of the App, select “GP Health Record.”  You SHOULD be able to see 5 bars of information:
  • Allergies & adverse Reactions
  • Medicines – current repeat and recent one-off prescriptions
  • Test Results – GP based blood, urine etc results
  • Consultations & Events – (your medical notes)
  • Documents – copies of letters on your file e.g. x-ray results from Hospitals
  • If “Test Results” or any of the other headings are not appearing as an option, request at your GP reception for “full access to my online Medical Records”
  • Where are my Test Results?
  • Test results are found in your “GP Health Record” found on the homepage.  You SHOULD be able to see 5 bars of information:
  • Allergies & adverse Reactions
  • Medicines – current repeat and recent one-off prescriptions
  • Test Results – GP based blood, urine etc results
  • Consultations & Events – your medical notes)
  • Documents – copies of letters on your file e.g. x-ray results from Hospitals
  • If “Test Results” or any of the other headings are not appearing as an option, request at your GP reception for “full access to my online Medical Records”
  • If “Test Results” does appear, but there are no details, it could be:
  • Test results will only appear once your GP has seen them.
  • If the test was done outside of your GP Surgery, it might appear on a letter under “Documents” instead of “Test Results”

Prescriptions

  • It may be that your prescriptions aren’t ready to order just yet, or there may be another problem.  You can find out on the app by going to:
  • From the Home page, choose “View and manage prescriptions” then “Requested Medicines”.  You should now see a list of all your medicines.  Under each one is some text that SHOULD explain what’s going on.  E.G:
  • You last ordered this on (e.g yesterday’s date).  You cannot order this again until (e.g a date in one months time)
  • This item needs to be reviewed by the responsible clinician before it can be requested again.  Please contact the clinician to arrange this review.
  • If there are NO medicines listed under “Requested Medicines” then contact your GP, as you currently have no repeat prescriptions in place (was it a one-off prescription?)
  • I’ve ordered my prescriptions on the app, but my Pharmacists say they haven’t received it.
  • If you go to “View & Manage Prescriptions” on the homepage of your app and choose “Your Approved Prescriptions”.
  • You should be able to see here if your prescriptions have been approved by your GP.  It will give you an option for “Barcodes”.  Click on that, and show the barcode to the Pharmacy.  They should now be able to fulfil your prescription for you.
  • I want to be able to order prescriptions for my child/partner/friend.
  • This can only be done if the person is at the same GP surgery as you.  You’ll need to ask at reception to have your profiles Linked together.  You and the person you are linking with will need to complete a form, or possibly write a letter (depending on your GP’s process).  Once that is completed, they can switch this on.
  • Click on “Manage Health Services for Others” on the Homepage and then click on the person’s name to log in as them.  (You may have to click on the blue buttons at the bottom to them find some of the options you want to use for them)
  • Online Appointments
  • I want to book or cancel an appointment online!
  • On the homepage , click on “upcoming and past appointments”, then “GP surgery Appointments”  to see your past appointments, and cancel any upcoming appointments you already have booked.
  • Click on the “Book an Appointment” button if this is available
  • From the pull down menu, select a “type of appointment”.  Look for a “GP Face to Face” or similar type.
  • Scroll to the bottom of the page to see what dates are available, then click on the date so see what times ae available.
  • Access to these online appointments his will depend on what your Surgery makes available to book online. 
  • Check with your Surgery to see what day/times they make available online.
  • You MAY be able to request an appointment online using a different method, IF your surgery is currently using this option.
  • Choose the blue “Services” button at the bottom of the page
  • Look for an option “Contact your GP about a Health Problem” and follow the instructions on the page to give a brief description of you health problem. This will be assessed by a GP and an appropriate appointment will be offered to you.
  • This option may not be available, depending on your GP Surgery, and the process to complete can differ at each surgery.
  • Helping a Family Member or Friends on the App
  • You can request to have someone “linked” to your NHS App profile so that you can help order their prescriptions or book appointments etc. (they need to be a patient at the same GP as you)
  • Ask at the reception of your surgery to have your profiles “linked”.  They may know this as “Proxy Access” and complete any forms/letters to make this request official.
  • On your App, on the homepage, scroll down to “Manage Health Services for Others”
  • Once your Surgery has set up the link, you’ll find the other persons name here.  Click on it to enter their profile.
  • The options you are used to may be in different places to your own account.  Please navigate around the App using the blue buttons at the bottom to find the familiar headings.