What is Online Services
Online Services provides access to GP services using the internet. You can contact the surgery about non-urgent health symptoms using a secure and confidential online form via the NHS App, logging in through the NHS website or using Our Online Form.
You can use the form to let a GP know about any symptoms you’re having, ask a question or follow up about something. This could be either about your own health or on behalf of someone you care for.
For more information about how we review and triage requests see Appointments. For information about ordering prescriptions see Order a Repeat Prescription.
How to register for Online services
You can register for online services and verify your identity using the NHS App. NHS App Sign up information.
Alternatively, If you can not access to a smartphone or computer you can visit the practice and complete an online services application from. You will need to provide two forms of identification.
Please read the information leaflet and complete the online access request form.
If you forget your login details
Once registered if you forget your login details go to the website and click the ‘forgotten details’ button, then follow the instructions. If this does not work, please contact the surgery.
Things to remember
- No one should force you to share your username, password or GP records. You have the right to say no. If someone asks to see your records and you don’t want them to, tell the surgery as soon as you can.
- You can choose to stop using online services at any time by telling the surgery.
- If you change surgeries, you will need to register again for online services at your new surgery.
Identity Verification
Before access to medical records and any online service is granted, patients will need to prove their identity to practice staff. This is to:
- Ensure patient confidentiality
- Provide secure access to personal, sensitive information
There are three acceptable ways of confirming patient identity:
1. Documentation
Most patients can prove their identity with documentation. Two forms of documentation should be provided as evidence of identity, and one should contain a photo. Acceptable documents include valid passports, photo driving licences and bank statements (issued within the last 3 months).
You can also verify your ID when using the NHS login. Full list of NHS App acceptable documents.
Acceptable forms of Identification
- Armed forces identity card
- Bank, building society or credit union current account (which the claimed identity can show by giving you a bank card)
- Birth or Adoption certificate
- Credit account
- Digital tachograph driver smart card
- Driving Licence (UK Photo card/ EU or EEA driving licence)
- Education certificate from a regulated and recognised educational institution (such as an NVQ, SQA, GCSE, A level or degree certificate)
- Firearm certificate
- Freedom Pass
- Gas or Electric account
- Home Office travel document
- Identity cards from an EU or European Economic Area (EEA)
- Loan account (including hire purchase accounts)
- Marriage or civil partnership certificate
- Mortgage account (including buy to let mortgage accounts)
- Northern Ireland electoral identity card
- Older person’s bus pass
- Passports that meet the Specifications for machine-readable travel documents
- Proof of age card recognised under the Proof of Age Standards Scheme (PASS)
- Rental or purchase agreement for a residential property
- Student loan account
- US Passport card
A full list of acceptable documents is published by the Cabinet Office
2. Personal vouching
Practice staff can personally vouch for a patient they know.
3. Vouching with confirmation of information held in the patient record
If a patient is registered with the practice but not known personally to any staff, it is acceptable to confirm the patient’s ID using additional security information.
To confirm your identity staff may ask you to confirm details in your patient’s record, such as current medications, date of any recent hospital visit or procedure, full names of any other people that live at your address.
How do I view my medical record
You can view your prospective medical record by:
- Using the NHS App. More information in View your GP health record.
- To view historical information you will need to complete an online services application form available at reception and for you to download in ‘How do I register for Online services’.
- If you do not have access to the NHS App you can complete a Subject Access Request
- More Information about record access in Accessing your Record.
Medical records will contain a lot of technical information and often abbreviations. You may wish to consult the NHS Website to understand any terms better.
You will only be able to see details from the date you register going forward. Any diagnosis made before that time will not be visible online.
How to access someone else’s health information
Hospital Appointments
Hospital appointments are not manged by the practice.
You can book, cancel or change a hospital appointment by contacting the hospital directly by phone or through their website.
If you’re having care at Guy’s and St Thomas’ NHS Foundation Trust, you can use MyChart.
More information available in Hospital Appointments
Contact your GP surgery for a document or update
You can use online services to send an administrative request. Select ‘Contact your GP surgery for a document or update if using the NHS APP.
Or Contact us using our Online Form:
Replies from the surgery
Once you have submitted the details, The surgery will review your and you will get a response from your surgery within 2 working days (often much sooner). They may respond by phone, email or a message in the NHS App.
You can state your preferred response when sending the request. To update your contact details, fill out our contact details form
Enable your settings to ensure that you receive messages from the GP via the NHS App.
Find your NHS Number
Your NHS number is a 10 digit number, like 485 777 3456. It is on any letter you receive from the NHS.
You do not need to know your NHS number to use NHS services, but it can be useful to have it.
Incorrect information in your records
If you find any incorrect information in your record please speak to a member of staff or submit an admin query and we will review this.
If you see information about anyone else in your records, log out immediately and contact the surgery as soon as possible.
What if I don’t have access to Online Services
If you are unable to use our online form, let us know if you have any reasonable adjustments and how we can support you.
You can call or visit the surgery. We treat all requests in the same way, no matter how you contact us. For help or support using online services see Find Support to get Online
What other types of Online Services can I access
There is a wide variety of Self Referral Services patients can access without having to contact the GP. See I want to self-refer or Help and Support Organisations
Are Online Services Secure
See our Privacy Policy for information how data is shared through digital health services and who can see the information you provide.
If you need to check if a text or email about your healthcare is a scam please contact the surgery
How to stay safe online
When you register to use Online Services, you will create your own username and password, which you will use to log in. You should not share your log in details with others.
To protect your information from other people:
- If using a shared device use an incognito window or make sure to log out after checking your account, rather than pressing the X to close the window.
- If you suspect someone unauthorised has accessed your account you should change your password as soon as possible and contact the surgery. Use strong, unique passwords for each account to enhance security. Manage your account in the NHS App
Free Online Safety Courses are available on Learn My Way
Emails
Any email you have previously sent will be stored in Sent Items. If you started an email but didn’t finish it, be aware that it might be in your Drafts folder. If you reply to any email, the original message will probably be in the body of the message – print and delete the email if you don’t want anyone to see your original message.
When you delete an item in any email programme (Outlook, Gmail etc.) it does not actually delete the item – it moves the item to a folder called Deleted Items. You have to delete the items in this folder separately. Right click on emails within the Deleted Items folder to delete individual items.
If you start to feel worse and need urgent care
For urgent medical help, go to 111.nhs.uk, or call 111 if you cannot get help online.
For emergencies, go to your nearest A&E or call 999 for an ambulance.