GP ONLINE SERVICES
GP Online Services allow patients to book appointments, request medication, view medical records and more.
As your GP practice, Wickhambrook Surgery has been asked to provide you with, no later than 31 October 2023, access to your full medical record going forward via the NHS app (and NHS website) if you have a suitable NHS login
As a practice we have considered carefully where this request may or may not be in our patient's best interests. We have switched future (prospective) records access on for most of our online enabled patients. However, you should take some time to consider what this access means in terms of your own personal circumstances, as we would like to ensure that full prospective records access is right for you. We are also aware that not everyone will want access to their full record on the internet at this time, and some patients may have concerns about their personal medical records being made available on their smartphones or online, especially if other people have access to their devices. If you wish to opt out of this, then please let the practice know.
Your GP medical record contains consultation notes based on conversations between you, your GP and our team: medicines prescribed to you; all test results including hospital investigations; allergies; vaccines; and your medical conditions along with documents that may have been sent from local hospitals, clinics or other agencies, eg. the police. There is likely to be sensitive and personal information within your medical record.
We are very supportive of providing you with access to your record, but we wish to do this safely and make you aware that this is happening so that you can opt out, if you so wish. You may wish to speak with us first to understand what it is that you will see, and the risks which may be involved in having such confidential data either on your smartphone with the NHS app installed or online if other people might have access to that information through your devices. If you are in a difficult or pressured relationship for example, you may prefer your records to remain accessible only to those treating you, with them not appearing on your smartphone or online. Government has been clear that if a patient does not wish to have access, then we do not have to provide it. This is one reason why we have asked if you wish to opt out, or have it switched off for the time being.
For those who would like access, we are happy to explain the different levels you might like. Everyone can have access to their medication history and allergies, for example, and will be able to order their repeat prescriptions. It’s also possible to request access to what we call your ‘coded record’ where you can see a list of medical problems and results. You can also request access to the ‘full’ record where you will be able to see everything, including the notes which have been written by doctors, nurses and others involved in your care, at the GP surgery, and elsewhere.
It’s important to remember that these documents may, at times, contain information that could be upsetting, especially if they contain news of a serious condition. It can also be a cause for worry seeing results online when it isn’t clear what the results might mean, and no one is available to ask, as can be the case during the evening or at weekends, for example.
Sometimes people with a mental health condition might prefer not to see documents that remind them of difficult times in their life. Letters from mental health teams sometimes go into detail about past events, and great care would be needed in deciding whether you would want to see these letters. It is possible for individual items to be hidden at your request and your GP would be happy to talk about any concerns you may have.
Great care is also needed in case private details might cause harm at home, should people in a difficult or pressured relationship be forced to show their medical record to an abusive partner. Anyone in such a position should make this clear to us at the practice, so we can take steps to keep you safe. This might mean removing access through the NHS app for the time being, or through a careful process where we hide sensitive things. We would talk this through with you.
Key considerations
Forgotten history
There may be something you have forgotten about in your record that you might find upsetting.
Abnormal results or bad news
If your GP has given you access to test results or letters, you may see something that you find upsetting to you. This may occur before you have spoken to your doctor or while the surgery is closed and you cannot contact them. Upcoming changes to system functionality are likely to remove our ability to review blood tests before they are added to your medical records, which makes this scenario far more likely.
Choosing to share your information with someone
It’s up to you whether or not you share your information with others – perhaps family members or carers. It’s your choice, but also your responsibility to keep the information safe and secure.
Coercion
If you think you may be pressured into revealing details from your patient record to someone else against your will, you should consider carefully whether full record access is appropriate or safe for you. If you have any concerns, please do discuss this with us.
Misunderstood information
Your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care. Some of the information within your medical record may be highly technical, written by specialists and not easily understood. If you require further clarification, please contact the surgery for a clearer explanation.
Information about someone else
If you spot something in the record that is not about you or notice any other errors, please log out of the system immediately and contact the practice as soon as possible.
More information
For more information about keeping your healthcare records safe and secure, you will find a helpful leaflet produced by the NHS in conjunction with the British Computer Society:
Keeping your online health and social care records safe and secure
Registering for GP Online Services
If you are 16+ with suitable photo ID, the easiest way to get access is to create an NHS login through the NHS app. Although you can also access your GP records via the internet on a computer, the first bit is easiest if done through a smartphone. If you don’t have one, you may have a family member or friend you trust who can help you.
If you use the NHS app, you’ll have to set up an account using a unique e-mail address and then ‘authenticate’ yourself to the NHS system to prove you are who you say you are. This will involve confirming your name, date of birth and contact details. The NHS login has several levels of authentication and to gain access to your records you’ll need the highest level of authentication. This generally involves you recording a short video of yourself to prove you are a real person as well as uploading a copy of a suitable identification document.
Once you have suitably authenticated yourself to the NHS app and created your NHS login you can approach us and ask for access, being mindful of the risks associated with access and the importance of not sharing passwords or having them stored in your smartphone if you think other people might want to see them without your permission. If you have any concerns, you should explain these to our GP practice team who can guide you.
We will provide you with a form to complete and then you will have a chat about access and your agreement and understanding will be requested.
If you require online services for someone who lacks capacity to make their own care decision (e.g. young children or an ill relative), please first self-register for the NHS App for yourself and then contact the surgery regarding adding additional patients to your account. Older children may need their own account created by the surgery if they are deemed competent to make decisions about their own care.
Further information about the NHS App
General information on GP Online Services
NHS App troubleshooting
I don't have a smartphone
NHS App services are available at www.nhs.uk/nhsapp You will require a mobile number, but do not require a smartphone. If you do not have a mobile phone number and would like access to GP Online Services, please speak to reception about alternatives. If attending surgery, it would be helpful if you could bring photo ID.
The NHS App hasn't reconnected after the surgery changed system in April 2023
- If you registered for the NHS App yourself using photo ID, your main GP Online Services should reconnect automatically. Main services are; appointment booking, prescription requests and summary record access (Allergies, sensitivities & medications). Additional services, such as proxy access to those you care for or more access to your medical records, may disconnect and you may need to ask the surgery for these to be reconnected for you.
- If you were unable to register with the NHS App yourself using photo ID and required “linkage keys” from the surgery, your NHS App should prompt you to try and use photo ID again. If you have suitable ID, please try and complete this process to reconnect. If you do not have suitable ID or cannot get through the registration, please contact the surgery from early May.
I am being asked for a "Linkage Key"
Please wait until early May to request this from reception. Thank you for taking the time to get started with the NHS App. Note we will need to verify your identity before providing this such as by attending the surgery with identification documents or we may be able to verify your identity remotely by asking questions to confirm your identity based on information in your medical records.
Other ways to access GP online services
There are many ways to access GP online services, and some may offer options/functions that you may find preferable to the standard NHS services.
- SystmOnline website: If you've been provided with login details from the surgery you can access the SystmOnline website here.
- Airmid app: Some patients may be advised to use Airmid. If you have SystmOnline login details -or- have an 'NHS Login' (created when you access various NHS online services) you can use these on the Airmid app available here.
⚠️ Important information about our system change
During April 2023, the surgery changed computer system.
What has happened to ‘Patient Access’?
'Patient Access' has now been disabled at Wickhambrook Surgery. Your account with the Patient Access website will still be present but no longer be linked with the surgery. If you wish, you can contact Patient Access and arrange to have the data it holds about you deleted.
To continue using GP Online Services (medication requests, record access etc) after our system change, please see information about registering for the NHS App above.
