Patient Online

Download a copy of the Support and Resources Guide 2015/16

Patient Online is an NHS England programme designed to support GP practices to offer and promote online services to patients, including access to coded information in records, appointment booking and ordering of repeat prescriptions.

Image with the question "What is patient online".Patients have been telling us that they are ready and want to take more control of their own health and wellbeing. Digital technology has the power to change the relationship between patients and their GP practice, just as it has changed our relationships in other walks of life, such as managing our finances or shopping. It can make services more convenient, personal and efficient.

The NHS’s ambition is to embrace technology as part of its drive to offer modern, convenient and responsive services to patients, their families and carers. GP practices are leading the way.

Today, the majority of GP practices already offer online services, including appointment booking, ordering of repeat prescription, and access to summary information in records. GP practices will increasingly expand online services over the next year. By April 2016, online patient records should include coded information on medication, allergies, illnesses, immunisations and test results.

Online services will be offered in addition to the traditional telephone and face-to-face means of interacting with a GP practice.

The Patient Online programme has updated their interactive Support and Resources Guide to help GP practices implement their GMS/PMS regulations for 2015-16. These include online booking of appointments, ordering repeat prescriptions and by the 31st of March 2016, access to detailed coded information held in patients’ records. The guide includes updated guidance and practical tools for practices, links to RCGP guides, materials for patients, FAQs, case studies as well as regional and local support arrangements. It also offers clarification of pertinent issues such as proxy access and coercion.

NHS England is also supporting practices to deliver these commitments by:

  • working closely with clinical and non-clinical GP practice staff and professional organisations to develop guidance and training materials for GP practices
  • working with GP practices to make sure that staff have access to the guidance, tools and information they need
  • putting practices in touch with those who are already successfully offering online services
  • supporting a number of ‘accelerator sites’ to lead the way in demonstrating how online services may help patients and GP practices

Together with our stakeholders, we will:

  • listen to patients and involve patients throughout the programme, ensuring we respond to their needs
  • develop new ways of working which will make it easier for patients to access GP practice services online
  • develop guidance for patients to ensure they can easily use the online services available to them

We will update this website as our work progresses.

In the meantime, we would like to hear about your experiences to date and listen to your views. We are committed to working and engaging with patients, carers, healthcare staff and the public. Your views are essential for creating and delivering better health and care services.

Please get in touch: england.patient-online@nhs.net, or have a look at our frequently asked questions.

96 comments

  1. Rachel R says:

    I have formally requested detailed coded access from my surgery. I have provided the necessary ID and explained the difference between the SCR info and detailed coded information. I have reminded them of the 31st March deadline.
    I still only have access to SCR; no test results or diagnoses. I suspect the practice is refusing to comply with the contractual requirements.
    If, despite repeated requests and reminders, the practice do not provide detailed access by April 1st, what is my recourse?

    Can I report them for noncompliance? To whom? How can the contractual obligations be enforced? What steps and procedures are in place to ensure full compliance?

    I shouldn’t have to battle so hard simply to have meaningful access to my own record. Practices need to be reminded of patients’ rights and their obligations.

    • NHS England says:

      Dear Rachel

      Thank you for your enquiry. Your surgery should be able to offer you access to your detailed records by the 31st of March 2016. Please send us an e-mail at england.patient-online@nhs.net with more information about your surgery and we will further look into this.

      Kind regards,
      Patient Online team

  2. edwin ellis says:

    My wife and I have had to move GP’s due to surgery closure.

    We were both registered for EMIS patient access with the old surgery and used this frequently especially for blood test results
    .
    The new surgery is using Systm Online so my question is will the previous EMIS system results be available on the Systm Online ?

    Thank you
    Edwin Ellis

    • JW says:

      Yes, your record will all come over, but you will need new log in details

    • NHS England says:

      Dear Edwin

      Thank you for your enquiry. As your surgery is using a different software supplier, you will need to register again to obtain new log-in details. You should be able to view your previous records online.

      Kind regards,
      Patient Online team

  3. Paul Locorriere says:

    Good morning, lve been with my GP.,Brighton now for almost 20 years. I’m severely disabled.

    I kept an appointment at the surgery last week as lm suffering bronchitis, lm 70. I read a notice in the surgery that l could register online for appts and repeat prescriptions. I asked the receptionist, who has known me for ten years but has requested my passport in order to do this.?????????

    So lve no idea when lm back at the docs and meanwhile lm still not “online”……something is not quite right here l feel. Please advise! Thanks.

    • NHS England says:

      Dear Paul

      Thank you for your enquiry. We are sorry to hear that you are having issues registering for online services. If you are well known to your practice, the receptionist should be able to vouch for you. Please send us an e-mail at england.patient-online@nhs.net with more information about your surgery, and we will look further into this.

      Kind regards,
      Patient Online team

  4. Christina Cox says:

    I am able to order repeat prescriptions and make doctor appointments on line. I have read that patients can access their medical records on line but I am not able to do this. How do I get access to my medical records.

    • NHS England says:

      Dear Christina,

      Thank you for your enquiry. Your surgery should be able to offer you access to your medical record by the 31st of March 2016. At the moment, your surgery’s software is getting updated to allow patients access to their records. To request access, please speak to your GP receptionist. You may need to bring photo ID and proof of address to register.

      Kind regards,
      Patient Online team

  5. Bryan Richard Conway says:

    TO the NHS TEAM. You are doing, fantastic, informative, and important, work.

    Will we need, to become Code Savie, to read the Coded info from “Systm0nline” from our Surgery results. ? Yes ? how can we obtain, or learn this Code.

    I resided, in the USA, for many years, as a UK Citizen. Will my Summary, record, contain information, from those years.?
    Thank-you…….Your reply is important. Bryan Richard Conway.

    • NHS England says:

      Dear Bryan,

      Thank you for you enquiry. You do not need to be code savvy to access the information in your medical record. ‘Coded information’ refers to the way information in your GP record is categorised. You will be able to see information like allergies, adverse reactions, immunisations, medications, illnesses and test results. The information available is that held in your GP’s system. To request access, please speak to your GP receptionist. You may need to bring photo ID and proof of address to register,

      You can also request to see a hard copy of the data held by your GP surgery via the Freedom of Information Act. Your request for this information may be considered a ‘subject access request’ under the terms of the Data Protection Act 1998 which could incur a charge up to a maximum of £50 for a printed copy of the record. Further information about how to submit a subject access request can be found on the NHS Choices website http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/what_to_do.aspx.

      Kind regards,
      Patient Online team

  6. Jonathan McGowan says:

    I have a problem and am desperate for help. My childhood records have gone missing(or hidden;destroyed) maybe because of sensitive information.I was abused in care as a child which had a profound effect on my adult health.My GP and other health professionals cannot assess me properly because of these missing records.I am very ill, diagnosed with fms but later wrongfully re-diagnosed as it being in my head.I actually think that i have multiple problems and possible lyme disease. There is old baggage attached but I cannot get any sense out of my GP or other doctors. I feel i am being discriminated against and the truth is being hidden. who can i talk to ?

  7. ann walker says:

    Hi I would like to open the letters and documents to the patients who apply to see their medical records but the doctors say it will take too long to check that all the letters are okay to be seen what’s the feedback on this subject or any advice to make the checking quicker ?

    many thanks Annie

    • NHS England says:

      Dear Ann

      We are glad you are considering to open letters and documents to patients with online access to their records. We’ve passed on your enquiry to the Patient Online implementation lead in your area, who will be in touch shortly.

      Kind regards,
      Patient Online team

  8. Peter says:

    How do I contact some one at patien access as all of the web site information refers me back to my GP surgery as point of acess re any queries or complaints with patient acess.

    Everything has been working fine with regards repeat prescriptions.

    As far as making bookings this works fine until you have a annual diabetic booking in three months time, you cannot make normal doctors appointments as your allocation has been used up.

    With regards to my medical records the practice has as yet not loaded up the information and every time I ask them when will this happen …. The practice response changes from we have over 2000 patient records to up load to it will be up and running in a months time to we don’t now when to finally laying the blame on patient acess as this is now a national system and we the practice are waiting for patient acess to go live .

    To my surprise I answered a questionare on patient acess and what was my responses to accessing my medical records and did it work ect.

    Please could you let me know when we will be able to acess our medical records on line?

    Regards
    Peter

    • NHS England says:

      Dear Peter

      We are glad to hear that you are using online GP services. Your practice should be able to offer you access to your online records by the 31st of March 2016, which is the date stated in the GMS/PMS 2015-16 regulations. If you have any further question, please send us an e-mail at england.patient-online@nhs.net with more information about your surgery and we will follow-up.

      Kind regards,
      Patient Online team

  9. Alaa Abd-Alrazaq says:

    Dear all,
    I am Alaa Abd-Alrazaq, a PhD student at Leeds University. my research area is about factors affecting patients’ actual use of health information technologies. I have some enquiries if it is possible:
    1. Are you sure that PateintOnline will be available to patients by April 2016?
    2. Will booking appointments online and repeat prescriptions online services be available by April 2016 or only coded information?
    3. Since I am looking for a system that is used frequently each week by the patient for any service, do you have such a system in the NHS?

    I am so sorry for this long questions,

    I look forward to hearing from you soon.

    Best regards,

    Alaa

    • NHS England says:

      Dear Alaa

      Thank you for your enquiry. Please find the answers to your questions below:

      1. By the 31st of March, all GP practices across England should be offering online GP services to patients who request it. This is required by the General Medical Services (GMS) and Personal Medical Services (PMS) regulations for 2015/16.
      2. The option to book appointments online or order repeat prescriptions has been available since the 31st of March 2015. And whereas the GMS/PMS regulations for 2014-15 required practices to offer patients access to summary information (immunisations, allergies and medication) in their records, this year patients will be able to see test results and illnesses too. All this information will be available in coded form.
      3. Online GP services are provided by the software supplier the practice is working with. The most used ones are EMIS, INPS, Microtest and TPP.

      You can find all the information about online GP services on our website: https://www.england.nhs.uk/ourwork/pe/patient-online/

      Kind regards,
      Patient Online team

  10. Thomas W Brown says:

    I registered with the patients online service several weeks ago but am still denied access. I have been into my GP practice surgery no less than five times, together with my passport on the last three occasions. Every time they take my pasport then tell me that all the correct boxes are ticked and that I should now have access. Just click on “REPEAT PRESCRIPTIONS or APPOINTMENTS” they say. I tell them that I still do not have that option. Every log in is met with “You only have limited access – you should take a driving licence or passport into your GP practice”

    Frankly this is the most frustrating online service that I ever encountered during more years working online than I care to remember, including 12 years in military/Nato communication HQs and 20 years in BT Comms centres both in supervisory positions.

    As there is no help option on the website, I would ask if you have an effective solution to this problem? Many thanks

  11. Georgia Kett says:

    I have sent an email about some help please can you reply?

    • NHS England says:

      Dear Georgia

      Thank you for contacting us. We could not find your e-mail in our inbox. Please send it to england.patient-online@nhs.net or comment in this section and we’d be happy to help you with your enquiry.

      Kind regards,
      Patient Online team

  12. M Verzosa says:

    Where and how to sign up so that I could access my health records?

    • NHS England says:

      Thank you for your enquiry. To access your online GP record, please talk to somebody at your surgery. You may need to bring some photo ID if you would like to register. Your surgery will need to check who you are to make sure you only see your record and not someone else’s. Just like your bank or the post office when you pick up a parcel, your surgery wants to protect your records from people who are not allowed to see them.

      Kind regards,
      Patient Online team

  13. Miss Helen Aaron says:

    My is Miss Helen Aaron
    I need to get hold of my medical record from the NHS service I have not been in London for years and I need the records so I can get a visa ..so would like to know how I get get hold of them on the on line service thank you

    • NHS England says:

      Dear Helen

      Thank you for your enquiry. Please contact the last surgery you were registered with in London, as they will be able to help you further.

      Kind regards,
      Patient Online team

  14. Steven says:

    My surgery uses SystmOnline for their patient online access. I was told last year that as soon as SystmOne had updated their system to enable patient access to the detailed coded information in patients records, the surgery had to enable the functionality. I am now aware that SystmOne have updated their services and therefore the surgery does have the ability to enable access to the detailed coded medical record aswell as the full clinical record, but in SystemOnline it is saying that both are “currently not offered your surgery”. Is it not the case after all that they need to enable it as soon as they were able or is providing access optional up until the April 2016 deadline?

    I note the GMS and PMS have increased the amount of online access patients are entitled to each year and by April 2016 GP’s have to offer access to at least the detailed coded medical records – are there any plans in future years to require GP’s to give patients full access to their entire clinical records, including copies of documents, letters and free-text?

  15. Paul says:

    Hello, As a Patient Online user I have access to viewing Pathology and Radiology Test Results and Book Appointments(when surgery opens them) and request prescriptions and only see coded data, However as a patient i want to take control of my record i want full access to be able to manage my long term health better as a result i would feel more informed this includes seeing corospondence between my GP and Hospital consultants. It would be great if could access our full patient record ASAP. I uses SystmOnline from SystmOne, Their android app is broken too but their website via a computer is easy used. Be great to hear your response.

    • NHS England says:

      Dear Paul

      Thank you for your enquiry. We are glad to hear that you are using online GP services. To meet the GMS and PMS 2015-16 regulations (http://www.legislation.gov.uk/uksi/2015/196/contents/made), all GP surgeries are required to offer access to detailed coded information in patient’s records by April 2016, to patients who request this. Your surgery has met this requirement.

      Some surgeries are going beyond the requirements and offer full access to records. This is a choice they make individually. If you would like to have access to your full record, we suggest you talk to your GP. Please know that your surgery might not yet consider the option of offering full record access to patients.

      You can request to see a hard copy of the data held by your GP surgery via the Freedom of Information Act. Your request for this information may be considered a ‘subject access request’ under the terms of the Data Protection Act 1998 which could incur a charge up to a maximum of £50 for a printed copy of the record. Further information about how to submit a subject access request can be found on the NHS Choices websitehttp://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/what_to_do.aspx.

      Kind regards,
      Patient Online team

  16. Alison Broadhead says:

    Hi

    As a manager of a GP practice I am still working out the practicalities of checking each individual patient record to remove Third party and sensitive information from the records of those patients who wish to have access to their coded records. I note that our clinical system provider (SystmOne) gives us the option of enabling viewing of the coded record from the date of consent. This would certainly be more practical as we wouldn’t have to check each record before we give access. Can you confirm that under current guidance this policy is acceptable?

    On an ongoing basis of course, once a patient has access to their coded record third party and sensitive information may be added to the record by clinicians. How are practices supposed manage this as it is not practical to keep checking records just in case third party or sensitive information has been added?

    Your advice would be appreciated as I have already sent 2 emails to the patient online email address over 2 weeks ago and still not had a response or an acknowledgment.

    Regards
    Alison

    • NHS England says:

      Dear Alison

      Thank you for your enquiry and we are sorry your e-mail has not been answered yet. We’ve passed on your question to the Patient Online implementation lead in your area, who will be in touch shortly.

      Kind regards,
      Patient Online team

  17. NHS England says:

    Dear Daksha

    Thanks for your enquiry. GP surgeries are required to offer Patient Online services once the GP IT system they use offers the technical functionality for them to do so. If your surgery uses Patient Access they will have the functionality to offer your access to your detailed GP record once you have completed the necessary ID checks.

    If there is anything else we can do, please get in touch: england.patient-online@nhs.net

    Kind regards
    The Patient Online team

  18. Paul Duxbury says:

    Hi POL Team 🙂

    I am very keen to increase online access for our patients. However the recommended ID verification approach is a major stumbling block to this. The advice in the ID Verification PDF is that “document validity checks are not practical in a GP practice setting. For these reasons we recommend that
    verification be supplemented by confirmation of information held in the applicant’s
    records”.

    Please could you confirm if this really is the recommended best practice for ID verification and if it’s not, suggest the quickest and simplest way we can sign people up for Patient Access, in order to maximise usage.

    Many thanks

    Paul

    • NHS England says:

      Dear Paul

      We are glad to hear that you are keen to increase online access for your patients. The Patient Online team have put together a guide with all the information on how to register patients for online GP services: https://www.england.nhs.uk/wp-content/uploads/2015/11/po-registering-patients-gp-online-services.pdf. To verify patient’s ID, there are three options:

      – Ask for photo ID and proof of address, for example, a passport or driving licence and a bank statement or council tax statement.
      – If a patients does not have any ID and is well known to your practice, a member of staff may be able to confirm their identity.
      – If a patient does not have any ID and is not well known to your practice, you may ask questions about the information in their GP record to confirm the record is really theirs.

      Do not hesitate to get in touch for further information: england.patient-online@nhs.net

      Kind regards,
      Patient Online team

  19. Pamela Rolleston says:

    I have tried to log into my GPS it does not allow you to Access. I have tried to reset my password to no avail it tells me the details do not match details held by my GP the password I have is correct where may parents met were correct but the computer is saying its not correct and the place I like to visit is correct but the computer is saying is not. If you have not got the IT skills to implement this why pretend this is available!

    • NHS England says:

      Dear Pamela

      We are sorry hear you are having trouble to log in to your online GP account. As this seems to be a technical issue, it is something the software provider of this system will be able to assist you with. You can find their contact information on the log-in screen.

      If there is anything else we can do, please get in touch mailto:england.patient-online@nhs.net

      Kind regards,
      Patient Online team

  20. Kirsty says:

    I am signed up to Patient Access and am frustratingly unable to book appointments online. I’ve spoken to my surgery who said that all of the appropriate boxes are ticked and at the time there was a free appointment which was open to online booking yet when I select ‘book appointment’ it tells me that no appointments are available to book and to contact my practice. My practice have no idea what is going wrong and this is getting more frustrating by the day!

    • NHS England says:

      Dear Kirsty

      Thank you for your enquiry. We are sorry you feel frustrated about the online appointment booking. As this seems to be a technical issue, we recommend you get in touch with EMIS. They make the software your practice uses to offer online GP services. Click on the “Feedback” option at the bottom of the Patient Access screen ( https://patient.emisaccess.co.uk/Account/Login?ReturnUrl=%2f) where you will see a number of FAQs and have the option to send your question directly to EMIS.

      We hope this information is useful.

      Kind regards,
      Patient Online team

  21. NHS England says:

    Dear Anne

    The GMS contract and PMS agreements 2015/16 require all GP practices to offer online access to the detailed information in the medical record, by the 31st of March 2016.

    Do not hesitate to get in touch for more information: england.patient-online@nhs.net

    Kind regards,
    Patient Online team

  22. NHS England says:

    Dear Fiona,

    Thank you for your enquiry.

    Under the rules governing proxy access (access on behalf of another person), on the child’s 11th birthday, GP computer systems will automatically restrict the scope of existing proxy access. Parental proxy access may be reinstated if, after discussion with the parent(s) requesting access and the child, the child’s GP believes that proxy access would be in the child’s best interest. This is in line with other clinical decisions that may need to be made for children between 11 -16 years of age. Please speak to you daughter’s GP if you would like to continue to have access.

    Kind regards,
    Patient Online team

  23. NHS England says:

    Dear Adrian,

    Thank you for your enquiry and suggestions for using patient medical records.

    There are number of projects under way exploring different ways of working and different applications. The suggestions you raise are not currently within the scope of Patient Online, but we will pass them on to our colleagues so they can consider them.

    Kind regards,
    Patient Online team

  24. Robert Taylor says:

    I’ve just signed up to SystmOnline but I’m disappointed to find that I still cannot access my full medical data – I can access some GP records about medication, but no test results either from the surgery or hospital. I want to be able to see everything my GP can see, and feel I have the right to do so.

    The Patients Online (Nov 15) leaflet states:-

    “Not all GP surgery computers are ready to allow patients to see all the information in their
    online records. All computer systems should be ready to allow you to see more information by
    April 2016.”

    What does “should” mean? Please tell me when I will have the right by law to access all medical data held about myself.

    Robert Taylor

    • NHS England says:

      Dear Robert

      Thanks for your enquiry. At the moment you should be able to access summary information (medications and allergies) held in your GP record online. From April 2016 you should be able to access detailed information (further information available here: https://www.england.nhs.uk/ourwork/pe/patient-online/about-the-prog/gp-practices/) in your record online.

      GP surgeries are required to offer Patient Online services once the GP IT system they use offers the technical functionality for them to do so. If your surgery uses SystmOnline they will have the functionality to offer your access to your detailed GP record once you have completed the necessary ID checks.

      You can request to see a hard copy of the data held by your GP surgery via the Freedom of Information Act. Your request for this information may be considered a ‘subject access request’ under the terms of the Data Protection Act 1998 which could incur a charge up to a maximum of £50 for a printed copy of the record. Further information about how to submit a subject access request can be found on the NHS Choices websitehttp://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/what_to_do.aspx.

      Kind regards
      The Patient Online team

  25. I’m currently on SystmOnline and can access my GP records but I’m wondering if I’ll be able to access my hospital records (admissions, test results etc) either now or at any point in the future via the online service?

  26. Jeff Tibballs says:

    Went to register with GP as it was advertised in the waiting room but reception did not know what I was talking about. They took poster down and said they would talk to practice manager. It would be useful if this website had a list of participating practices.

  27. Emma croydon says:

    I was born in the uk and have moved to the u.s.a. I am going through immigration and need a full medical history for this purpose how do I gain access to my medical records.

    • NHS England says:

      Dear Emma

      Thank you for your enquiry. Please contact the last GP practice you were registered with in England, as they will be able to help you further.

      Your request for this information may be considered a ‘subject access request’ under the terms of the Data Protection Act 1998 which could incur a charge up to a maximum of £50 for a printed copy of the record. Further information about how to submit a subject access request can be found on the NHS Choices website http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/what_to_do.aspx.

      We hope this information is helpful.

      Kind regards,
      The Patient Online team

  28. Mrs D. Hart says:

    Can you give an example of Summary Care Records that would be available to say Accident and Emergency. Would the same date apply to any other clinics I might be attending?

    • Aideen Moore says:

      When I lived in west London, I received copies of letters from consultants in Charing Cross Hospital since 2003 regarding several health problems and also from 2012, copies of test results etc. I have found this to be extremely beneficial in discussing my healthcare, even though I was aware that my GP Practice in W4 did not in any way approve of their patients receiving copies of letters / test results addressed to them. Now that I am living in the West Sussex/Hampshire border, I find that neither hospital consultants nor GPs copy correspondence to their patients. You will also find that none of the GP practices here allow patient access to test results. Why are all GP Practices and Hospitals not following NHS guidance under their information governance policies? One consultant in a West Sussex hospital actually refused to copy me in to a letter he was writing to my GP relating to an orthopaedic problem, but said he would send me a separate letter so that I could show my Osteopath! Needless to say, my Osteopath was not impressed.

  29. Anne D says:

    I have already chosen not to have my information uploaded. Can I still access my medical records held at the GP surgery, make appointments & order prescriptions?

    • NHS England says:

      Dear Anne

      Thank you for your enquiry.

      Yes, the upload to the Summary Care Record is an entirely separate process. You will still be able to use GP online services, i.e. view coded information in your GP records, make appointments and order repeat prescriptions.

      Please contact your GP surgery to register for these services.

      Kind regards,
      Patient Online team

  30. Howard says:

    How do I obtain my Medical Records between birth (1954) and joining HM Forces (1969)

    • NHS England says:

      Dear Mr Kirrane,

      Thank you for your enquiry regarding obtaining a copy of your medical records.
      The time period you are interested in pre-dates the provision for subject access to records governed by the Data Protections Act 1998.

      However, it might be possible to obtain your health records. Your ‘old’ records may be at your current surgery. We would suggest that you speak to your GP surgery in the first instance.

      Kind regards
      Patient Online team

  31. Matthew says:

    Hi,

    I’m currently on SystmOnline and can access my GP records but I’m wondering if I’ll be able to access my hospital records (admissions, test results etc) either now or at any point in the future via the online service?

    Regards,

    Matthew

  32. elvina waldron says:

    How do I apply for this service? Do I have to go physically to the surgery to apple?
    Awaiting a responsel

    Thank you

  33. Sue Watson says:

    My surgery is running Systmonline and following a request in spring they allowed me to view via Systmonline my historical blood test results, for a thyroid condition. After the summer blood test I tried again and got a message saying “This service is not available”. When I raised this with the surgery, they said there was a problem with Systmonline. TPP assured me that they could only talk to doctors but there was not a problem with the software? Will this service not be available until 2016?

    • NHS England says:

      Dear Mrs Watson

      Thank you for your enquiry. GP practices are required to offer patients access to information in their medical records which is in coded form by April 2016. The changes that the clinical system supplier needs to make to enable SystmOnline to provide this information has meant that the test results option is temporarily unavailable. Once the new software has been implemented, test results will be available to you along with more detailed information. Your practice may not know yet when they are likely to receive this update but we are expecting this to be available before the end of the year.

      We hope this information is useful.

      Best regards,
      Patient Online team

  34. James Gillespie says:

    My GP Practice (Bridge Lane in SW11) allows patients to register for on-line services. At the moment they consist of booking appointments and repeat prescriptions. These are very useful. However I thought that patients could also view and check a summary of medical records. At the moment on line at my practice this is only list of medication and allergies. Are there any plans for practices to put more information in the summary – major illness for example?

    • NHS England says:

      Dear Mr Gillespie,

      Thank you for your enquiry. GP practices will be able to offer their patients access to detailed information in their medical record which is in coded form by 31 March 2016 at the latest. This will include diagnoses, signs and symptoms (such as coughing, headache etc.) and test results. The clinical systems suppliers are developing their software to meet this requirement and will advise practices when it will be available for them to offer this level of detail to their patients.

      We hope this information is helpful.

      Kind regards
      Patient Online team

    • NHS England says:

      Dear Mr Gillespie,

      Thank you for your enquiry. GP practices will be able to offer their patients access to detailed information in their medical record which is in coded form by 31 March 2016 at the latest. This will include diagnoses, signs and symptoms (such as coughing, headache etc.) and test results. The clinical systems suppliers are developing their software to meet this requirement and will advise practices when it will be available for them to offer this level of detail to their patients.

      We hope this is helpful.

      Kind regards
      Patient Online team

  35. Patricia Karlsson says:

    Hello NHS England,

    I have moved twice from abroad – but I have now an NHS number and I am registered with the Ambrose Avenue GP in Colchester, Essex. However, am I able to get a health records book from my GP or NHS? (In order to keep all my information in order and updated for any future GP to take part of, within England or abroad).

    It does not seem either that my GP is offering any online services.

    Awaiting paitently your reply.

    Thank you for any help and reply possible.

    Kind regards,
    Patricia Karlsson

    • NHS England says:

      Dear Ms Karlsson,
      Thank you for your enquiry. Ambrose Avenue Group Practice in Colchester does offer online services to its patients. This includes viewing summary information from your electronic medical record (summary information is medications, allergies and adverse reactions). You will be able to copy and paste this information from your record into another application if you wish. By 31 March 2016 GP surgeries will be able to offer patients access to more detailed information from their medical record. The clinical system suppliers are currently developing the software for this. The system in use at Ambrose Avenue does not currently allow overseas access to online services and these are only available to you whilst you are registered with a GP. Your surgery will provide all the details you need about how to sign up for patient online services.

      We hope this information is helpful.

      Kind Regards
      Patient Online team

  36. Nicola says:

    Hi can you please tell me if all of my medical records will be together from birth till now I was born in 1971 will all of my records from doctors and hospital stays show up and how I would go about accessing them thankyou

    • NHS England says:

      Dear Nicola

      Your online records will contain information that your GP holds about you. If you would like online access to your GP record, please contact your GP surgery who will advise you how to register for this service. You may have to visit the surgery with some form of ID so that they can verify that the person who is requesting access to their medical record is the person entitled to see it. You practice will advise you what type of ID they require and whether you will need to fill in a registration form to request the service.

      We hope this information is helpful.

      Best regards,
      Patient Online team

  37. Dear Sir or Madam,

    I have only just started using stmonline for my prescriptions, but it no longer appears to work.

    HELP !

    Yours faithfully,

    Sir Roderic Llewellyn

    • NHS England says:

      Dear Sir Roderic

      Thank you for your enquiry. Your GP practice may be able to help you directly or they may need to ask the clinical system supplier how to resolve the issue (the system supplier for Systmonline is called TPP).

      This would depend on what the problem is and whether you are still able to log on with your username and password. Systmonline also has a help function which is directly below the ‘Login’ button on the patient login screen. If you click on this button and scroll to the bottom of the page headed “Using SystmOnline – A Guide for Patients” you will see a link to “Send TPP a Query”. Clicking on this link will open a form on a new page for you to complete and submit to TPP.

      We hope this information is helpful.

      Kind regards
      Patient Online team.

    • NHS England says:

      Dear Sir Roderic

      Thank you for your enquiry. Your GP practice may be able to help you directly or they may need to ask the clinical system supplier how to resolve the issue. The system supplier for SystmOnline is called TPP. This would depend on what the problem is and whether you are still able to log on with your username and password. SystmOnline also has a help function which is directly below the ‘Login’ button on the patient login screen. If you click on this button and scroll to the bottom of the page headed “Using SystmOnline – A Guide for Patients” you will see a link to “Send TPP a Query”. Clicking on this link will open a form on a new page for you to complete and submit to TPP.

      We hope this information is helpful.

      Kind regards
      Patient Online team

  38. Diana Goldsworthy says:

    Hello

    How can one find out the NHS number of someone who has forgotten it and is not currently registered with a GP?

    Many thanks

    Diana

  39. Sharon says:

    The surgery I attend, The Robin Hood Surgery in in Anerley/ Penge does not even have a website. Is this something the GP practice should have implemented or is it for you to rectify? Or is The Patient Online Programme just a guide that GP practices don’t have to adhere to?

    • NHS England says:

      Dear Sharon,

      Thank you for your enquiry. Not all GP practices have websites but will still offer online services to their patients. Robin Hood Surgery in Anerley does offer these services. You will need to contact the practice to ask what you need to do to register. You may need to visit the practice to complete a form and for your identity to be verified. Once this has been done, you will be given a user name and password with the web address to log onto. Once you have logged on, you can save the address to your favourites for future reference. The NHS Choices page for Robin Hood Surgery also has a button on it for logging onto online services. You will need your username and password to use this.
      We hope this information is helpful.

      Kind regard,
      Patient Online team

  40. L bell says:

    Hi,

    I’ve just accessed my records for the first time and was surprised to only see details from my current GP and childhood records. Having moved several times, i’ve been with at least 4 or 5 more practices, how do I access the intervening years’ worth of information that’s missing?

    • NHS England says:

      Dear Ms Bell

      Thank you for your enquiry. The summary information that appears on your electronic medical record will only include current medications, any allergies or alerts. Some clinical systems also provide details of immunisations. The information that you will see is only that which the practice has recorded on its computer system about you. If your childhood immunisations are displayed it is likely that your GP does have your full record but, currently, only this summary information is available for you to view. All practices are required to offer patients access to more detailed information by 31 March 2016. Clinical system suppliers are currently developing their software for this.

      We hope this information is helpful.

      Kind regards,
      Patient Online team

  41. I have recently been trying to access my medical records on line. All I am able to see is a list of the medication that I am taking, and informing me that I do not have any allergies,
    My wife is able to access the whole of her records on line back dating for years past.
    I registered with my doctor for access to my records, as my wife did some time ago.
    My doctors surgery now tell me that things have changed and I can only see these two basic items.
    Could you please inform me whether in fact this is all that I am entitled too see on line.
    Thanking you in advance.
    Regards
    Mr C Amery

    • NHS England says:

      Dear Mr Amery,

      The current requirement for GP practices is to provide online access for their patients to see summary information, which is medications, allergies, and alerts. By the 31st of March 2016, practices must provide patients with online access to detailed coded information which will include diagnoses, immunisations and test results. The clinical system suppliers are developing their software so that practices can meet the new requirement. As the software is changing and practices need to time to make any amendments to their processes, some have decided to change their current offering until the enhanced software is fully available.

      We hope this information is helpful.

      Kind regards,
      Patient Online team

  42. Robert Ruane says:

    Hi,

    My GP practice has online prescriptions but not online appointments nor access to my medical data. Could you let me know as to why they have not installed these services. I thought it was by March 2015. My practice is Nantwich Health Centre, Beam Street, Nantwich
    Thank you

    • NHS England says:

      Dr Mr Ruane,

      Thank you for your enquiry. We can confirm that Nantwich Health Centre does provide online services to their patients including ordering repeat prescriptions (as you mentioned), booking appointments and viewing summary information from their medical record. Summary information is medications, allergies and alerts. Please contact Nantwich Health Centre who will be pleased to help you sign up for these services.

      By 31 March 2016 practices will also be able to offer their patients access to detailed information in their medical record which is in coded form. The clinical systems suppliers are developing their software to meet this requirement and will advise practices when it will be available to them.

      We hope this information is helpful.

      Kind regards,
      Patient Online team

  43. Steven N says:

    My GP practice uses the SystmOne/SystmOnline computer system for their patient records. They have two statements of intent relating to their IT on their website, one of them says that Summary Care Record & Patient Access to records is going to be available by 31st March 2015 (over 6 months ago) but they do not offer patient access to their detailed coded medical records, they only offer access to the Summary Care Record. I know that TPP/SystmOne/SystmOnline have the functionality to ‘turn on’ patient access to medical records and test results etc but the practice has, it would seem, chosen not to. – My question is that given they are able to provide the access, do they need to? If their system has the capability, do they need to enable it if a patient asks them to?

    My Second question is what about other records held on my by the NHS other than my GP records? I.e. the records held by my NHS Dentist, Various hospitals and services of the like – Why is there no options to register for online access to these services and to view these patient records? Is there going to be?

    All the best,
    Steven.

    • NHS England says:

      Dear Steven,

      Thank you for your enquiry. The statement of intent that you refer to was posted by the practice as required in September last year. For Patient Online services, this was to advise patients when access to summary information (medications, allergies and alerts) would be available to them. Although some practices who use TPP SystmOne as their clinical system have provided patients with access to their full medical record, the software is not yet available to enable patients to only have access to their detailed coded record. It is a practice decision to offer more than detailed coded information this year. A new statement of intent should be posted on practice websites shortly to advise patients when they will provide access to detailed coded records which should be no later than 31 March 2016.

      The Patient Online programme currently focuses on making GP medical records available to patients. NHS England is committed to improving access to information and by 2020 all citizens will be able to access their medical and care records (including in social care contexts) and share them with carers or others they choose.

      We hope this information is helpful.

      Kind regards,
      Patient Online team

      • Steven N says:

        Hi, I do have one further question following your response:

        What is the difference between a ‘Full Medical Record’ and a ‘Detailed Coded Record’?

        Thanks,
        Steven.

        • NHS England says:

          Dear Steven,

          The definition of a full medical record is all the information that is held in a patient’s record; this includes letters, documents, and any free text which has been added by practice staff, usually the GP. The detailed coded record is all the information that is in the record in coded form, such as diagnoses, signs and symptoms (such as coughing, headache etc.) but excludes letters, documents and free text.

          By 31 March 2016 practices will be able to offer their patients full access to their GP record. This means they will see detailed information in their GP record which is in coded form.

          We hope this information is helpful.

          Kind regards,
          Patient Online team

  44. NHS England says:

    Dear Mr Foster,

    Thank you for enquiry. We can confirm that Riverside Surgery in Bovey Tracey does offer online services for their patients. These are provided through their clinical system supplier and are known as ‘The Waiting Room’. The services currently available via The Waiting Room are

    o Booking and cancelling appointments
    o Ordering of repeat prescriptions
    o Viewing summary information from your medical record. This is medications, allergies and alerts. During this year and by March 2016 more of the record will be available to you.

    There is a link to The Waiting Room on the practice website. You will need to contact the practice to register for the online services and they will advise you what identity checks they need to carry out prior to providing you with your logon details. This is to ensure that the person who is requesting access to a particular record is the person who is entitled to view it.

    We hope this is helpful.

    Kind regards

    Patient Online Team

  45. NHS England says:

    Dear Mr Rhodes,

    Thank you for your enquiry. The Patient Participation Group is a requirement under the General Medical Services and Personal Medical Services Regulations 2015. The document that describes these requirements can be found on the NHS Employers website http://www.nhsemployers.org/gms201516. On the left hand side of the landing page you will see a bullet pointed list of documents. The one that you require is the third one in that list General Medical Services (GMS) Regulations. Details of patient participation can be found on page 2.

    We hope this information is helpful.

    Kind regards
    Patient Online Team

  46. Edward Wilson says:

    I saw a notice in my GP practice explaining that there is an app for NHS Patient Online. There is no mention of it on your website and it is not listed in the Apps Store on my iPad. Can you explain?

    Many thanks,

    Edward Wilson

    • NHS England says:

      Dear Mr Wilson

      Patient Online services are provided by the clinical system supplier for the GP practice. The supplier provides information on the patient logon page about the availability of their App and how to access this. You will find a link to the patient logon screen from your practice website or NHS Choices by searching for your surgery by name.

      We hope this information is helpful.

      Kind regards,
      The Patient Online team

  47. Kay Harris says:

    I have lived in Australia since 1976. I was born here in 1949, but lived in England from 1952 to 1976. All four of my kids were born in England. Can I get my medical history for the time I was in England? My maiden name was Kay Sandra Gillis and my first marriage was to Charles David Burns.

    • NHS England says:

      Dear Mrs Harris

      Thank you for your enquiry regarding obtaining a copy of your medical records.

      You will need to make a written application to the GP with whom you were last registered as a patient. The GP may or may not still have your records but practice will advise you where to apply if they do not have the records.

      Your request for this information may be considered a ‘subject access request’ under the terms of the Data Protection Act 1998 which could incur a charge up to a maximum of £50 for a printed copy of the record. Further information about how to submit a subject access request can be found on the NHS Choices website http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/what_to_do.aspx.

      We hope this is helpful

      Kind regards
      The Patient Online team

  48. NHS England says:

    Dear Lesley,
    The GMS/PMS regulations for 2015/16 require practices to publish a “statement of intent” on their website and in the surgery to the effect that they will be providing their patients with online access to the coded information in their medical records by the end of March 2016. The regulations can be found on the NHS Employers website GMS contract changes 2015 16 – NHS Employers. If you would like some help with the wording of the statement of intent, please email england.patient-onlinepmo@nhs.net and one of our team will be in touch with you.
    Kind regards,
    Patient Online Team

    • Anonymous says:

      Can you clarify the requirements for end of March 2016. Do practices have to be able to provide patients with Detailed Access or Coded Access and what is the difference.

      • NHS England says:

        The GSM/PMS 2015-2016 regulations state that by the 31st of March 2016,

        “A contractor must promote and offer to its registered patients, in circumstances where the medical records of its registered patients are held on the contractor’s computerised clinical systems, the facility for any such patient to access online all information from the patient’s medical record which is held in coded form …. “

        The regulations then state the exemptions to providing access:
        unless
        (a) in the reasonable opinion of the contractor, access to such information would not be in the patient’s best interests because it is likely to cause serious harm to—
        (i) the patient’s physical or mental health, or
        (ii) the physical or mental health of any other person;

        (b) the information includes a reference to any third party who has not consented to its disclosure; or

        (c) the information in the patient’s medical record contains a free text entry and it is not possible under the contractor’s computerised clinical systems to separate that free text entry from other information in that medical record which is held in coded form.”;

        The full details and a downloadable version of the regulations can be found on http://www.nhsemployers.org/gms201516

        We hope this information is helpful.

        Kind regards,
        Patient Online team

  49. Gillian Kilroy says:

    I am already registered with emiss. I tried to access my patient data this morning (I am on iPad), I have downloaded the Patient emiss app, but it is still saying I do not have any personal health data, with the same instruction underneath to do the link by downloading etc which I have already done. have I missed something?? Help,please