I went online yesterday to order my repeat prescription and found that the Patient Access app now wants me to do 2 step verification by installing another app. I don’t want to do this as I have several devices (iPads and iPod) and I don’t use (nor want to) 2 step verification on those. I haven’t got a smartphone either. I therefore couldn’t order repeat meds so went on NHS app only to discover that the meds on there are years out of date! I then visited my GP surgery and had to fill in a form for repeat prescription to be sent to my pharmacy. The receptionist said they can’t help with the apps but surely someone shoul update the meds on the NHS app.
Has anyone else got round the problem?
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Cruise1
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I am having problems with Emis. I am virtually non techy and do not want a mobile phone so I cannot order meds now as they want me to give them a mobile number in addition to a couple of 'codes'. Apparently you can do nothing about it ....it is more 'security' when no more is needed.
I quite agree. Before this we had to have a password and memorable word. Surely this is enough. It’s just making life harder and GP surgery most unhelpful.
I agree with you. I tried a few days ago to order my medication via patient access. My email address, password and a code sent to my mobile phone should be enough, instead I telephoned my surgery and ordered the medication. I won't be downloading the App. Why do they have to make things so complicated for patients. Is this really necessary.
Yes our GP has a special phone number where over 75s can phone their prescription in but only at a certain time. IT would be much easier online but Patient ACcess is getting ridiculous.
My surgery won’t let us order prescriptions by phone. They did during Covid but stopped it over 18 months ago. There is an email address for repeats on my GP website but that didn’t work nor did the contact us element on their website. What is the point?
I wouldn't be surprised if eventually my surgery stops prescription requests by telephone. If it does happen, then I will have to take it to the surgery myself.
I did that too but just got an email reply with assorted technical googledygook which I doubt even my technically minded granddaughter wouldn’t understand. Some of the help ideas they don’t even appear anywhere on phone or apps.
Not surprised. It's probably a standard reply.. However I played the age discrimination card so we'll see how they reply to that. ---That's if it is a person who replies and not AI. Not everyone understands computers or has a mobile phone. My husband has neither and I don't use my phone other than texts because I'm fairly deaf. My landline has a loud s peakerphone- I wish my GPs would read that message on my notes.
I'm obviously missing something. Two week's ago all I used were:1. Email address
2. Password
3. Four letters from my memorable word.
I don't know what step FOUR is.
I don't mind the above. I'm hitting 70 and currently showing my 76 y o relatives how to set up a mobile phone. Computer too and I've never had a lesson.
It's just too much and not necessary. I haven't been able to use my memorable word for months now. It's had to be a code sent to my mobile. What about those who don't use smart phones or struggle with computers?
all part of the hatred for elderly people. The NHS is too heavy with clerical staff. Once upon a time clerical staff did summersaults to support medical staff. Now they just support themselves.
Elderly is now reaching down to 50 and even 40.
I doubt that anyone understands EMIS or whatever it’s called this week.
I go to the local surgery in person. Very useful if I am ill.
Really feel for you cruise. Hope you find how to work around your surgery.
That's a bit unfair - as somebody approaching 60 with a pretty technical knowledge, working with a lot of other technical experts mostly older than me! The challenge with IT is following the process and steps - it's very logical and doesn't like shortcuts!
I found exactly the same yesterday; a confounded nuisance. I don't want to install another app either. If you look just a bit further down the page there's a box saying you can do it later or something like that. I find even having to get a code on my phone is a real nuisance because I rarely have my phone downstairs and it takes me a good 15 minutes to go up and find it. I'm housebound so it's much easier to use our landline than a mobile phone. TO sign up for the NHS page I have to go down to the GP in person to sign something. I did do it over a year ago but haven't clue now how to log in. I wish they'd leave things alone
I have complained via the Support page on Patient access and got a reply with several suggestions as to how to deal with new system. Unfortunately what I want to suggest with the new system was not there😤
The prescription section of the NHS app is populated by your GP and should be kept up to date by them. I suggest you go back to them and ask them to do it for you so that you can order your prescriptions. As far as Patient Access is concerned I access their site from my laptop and I now receive a text after I have logged in. Or, as a last resort, you could buy a cheap basic mobile phone (or get someone to give you an old one) then get a pay-as-you- go SIM card (try ASDA mobile) and use it to solely receive texts that Patient Access send.
I left a written note at my GPS about NHS app medication not up to date. I have a dumb phone on PAYG I use it with NHS app to get code to use that site. I used it a lot to get Covid vac record for travel. I have never had Patient Access app sending a text in all the years I have been using it. Have you used Patient Access on laptop recently as the two tier authentication only began on 29th April?
Within the past few weeks but certainly before 29 April, Patient Access changed from a simple login followed by selected letters from a sequence, to a login and then a six number verification code sent by text. And randomly there is also still the photo identification matrix to 'negotiate', as in motorcycles or traffic lights etc. However I had not logged into Patient Access after April 29 until this evening, and found that they are trying to drive to towards using a phone app which for me is not wanted since I use a laptop. But there is a work round, you just ignore the request to load the app, find the button that says 'remind me next time', press that and your in, at least for the time being.
I used it last on April 24th to order my prescription. It sent a code to my phone. When I logged back on two days ago to check something it suddenly wanted me to download the app. I didn't. I just clicked remind me later. That's on a laptop.
All surgeries should have a Web site, use the contact us button and order your prescriptions through that, or call your pharmacy and ask them to order it on your behalf.
Or if it is a life long medication ask your GP to put it on a batch repeat prescription then you will only have to order it every minimum 3 months, most GP' s will do a batch for 6 months some for a year if you do not need regular checks
My GP practice will only authorise a repeat prescription for two months supply of medication, down from three months from about three or four years back and earlier.
That's a shame, I wonder why?If you are feeling up to it one day I would call the surgery and ask to speak to the practice manager and get them to confirm their prescribing policy, as it cannot be due to costs, if you need medication long term then giving it to you 2 months or 6 months is no different and it can't be a time issue because the GP has to click the button, so to speak, regardless
When the change was made from 3 to 2 months I did indeed 'have a word' with the surgery to try to get them to revert back but was told it was area policy. My guess is is it's an accountancy move in an attempt to save money. So whereas the NHS will save money from long term repeat drugs that have been issued where the recipient dies or the meds are no longer needed, it puts the workload up by 50% for every repeat prescription that is issued, which to my mind is muddled thinking especially when we keep getting told the NHS is under so much pressure on key staff resources.
It is indeed muddled thinking.And as for area policy, how did they come up with that one!?
Each GP surgery is given a prescribing budget from the NHS how they wish to use is is up to them, so to say "area policy" is like saying the local shop only sells brown bread so that's what we will do
Not so, this area like many others has been quietly changed without telling the users whats going on. Historically a before covid there were what was called Clinical Commissioning groups which were quite local, they held the budgets. These have all been quietly disbanded and replaced with an area NHS Integrated Care Board authority which "unify" management of GP practices / trusts and Hospital Trusts. My belief is that financially they are trying to get to a situation where by each patient will have an annual medical budget, the unspoken bit being if your annual costs for treatment exceed that budget .....well you might have some problems getting treatment.
We can get 3 months repeat in Lancashire but it’s awkward if you want all the meds at once if you go away for long periods in the winter as we do. I resorted to buying sone online tomsee me through last years holiday.
Not in my part of Lancashire. IT's one month only. My son near Lancaster has just gone to the USA for 3 months. He was able to get a 3 month prescription but he will have run out when he gets back until he can reorder.
GP Surgeries make it very clear that they are independent contractors working for the NHS. My surgery has a periodic newsletter in which they say time and time again that they do not have a website support team. They also go on to say that their new telephone system (paid for by the NHS) offers little in the way of improved service as they are not funded to increase the number of the receptionists (Clinical Pathway Advisers in the modern jargon).
Oh dear, it is so frustrating when your surgery will not spend their allocated budget on things that would benefit their patient's. Budgets or funds from the NHS are dependent on a lot of things including patient numbers registered, wages for staff, medical and admin are down to each individual surgery to pay out of that budget, as with any company, which, once they have their allocated budget, is up to them how they spend it
They all have different methods. Ours is one month only; either ordered online through Patient Access or NHS or via a piece of paper put in a box in the surgery or if you are over 75, you can phone between 11am and 2 pm. Their website allows you to send a non urgent message but not prescriptions.
When I try the contact us surgery email it comes up with a server error. Just wonder if it’s deliberate. Even the email address on the bottom of repeat prescription paper form comes up as invalid!
It's in case some unscrupulous person orders your heart pills and runs off and takes them all in one go. It makes sense really, like you can only buy 28 paracetamol, in case you mistakenly take them all at once.
True just shows that the system has achieved by a different means that which it was trying to achieve with "Covid Passport" and wants to achieve with digital ID's. Too much power in the hands of a proven dishonest administration. They will not get any BIO ID from me.
I am on patient access but received a txt from gp surgery saying they are moving to NHS app .Need photo ID to sign up for this which I don't like the idea of !looks like I'll be going back to writing down my repeat meds request and handing it in to the surgery !
The checks are for protection of your identity. Health Apps contain a lot of personal information such as your NHS number; name etc. Photo ID is just a simple way of the system storing a validated photograph which can be used to allow logins using Face ID (which gets around the need for risky passwords). The App compares the face of the person using Face ID with its stored record. NHS App login security is described in detail here:
If they tried that with my driving licence photo they'd refuse me access completely lOL. I even had trouble renewing my driving licence because that required a passport which I don't have
The 2 step log in cases a lot of frustration!! Finger print scanning is no good once I've bleached the sink or got cold hands... I went back to the NHS App and ordered meds that way. Still had to wait for a code to come through. I know it's all about keeping our information safe and private, but it doesn't make life easier.
I use the 2 step system whereby they send a code to my mobile phone. Within a couple of weeks of starting that they now want me to use the app. I only order my medication on the laptop not my phone so No, I don't want to use the app. I found that if you scroll down there is a message "Remind me later". So I just click that. I thought IT was supposed to speed up and simplify the process.
Personally I think its less about data security after all if the NHS gets its way it will be selling your data, no i think its all about getting enough personal data to exercise more control over the individual.
Not sure if this helps but I use Pharmacy2U. Once you are signed up with them they send you a reminder text and email with a link to order your meds when they are due,they are then delivered by post. I find this very easy and have experienced no problems. Google them and see what you think. Hope this is helpful 😊X
I am all for internet shopping. However as far as local pharmacies are concerned they rely heavily on medication dispensing to keep them going. If that workload reduces it means they are more likely to close, which is a loss to the community. That's why I use my local pharmacy and don't use online . Use it or lose it comes to mind.
Hi Lowerfield I agree we need to keep them running but as we live in a rural area and my husband and myself both have serious health conditions this makes life easier for us.
My local pharmacy phones to remind me to order which I do through Patient Access then they deliver everything a week later. They will even try to get specific brands for me because I react badly to a lot of the generic stuff.
Pharmacy 2U can be a bit of a mine field, because they rely on the postal system they tend to order patient's prescriptions too early and they get rejected, this then holds up the supply to the patient's, we have more control over our requests if we use a local Pharmacy, however if it works for you then all is good
I too have been prompted to use 2 step verification & like you do NOT want it,however on checking my NHS app I found it 100% up todate with recent med changes made too. So I guess I will go with the NHS app from now on!
My patient access was a mess a couple weeks ago but now it’s back to normal. My phone lets me use finger prints to log in so I seldom have to use passwords, which I can never remember, and they are too many to write down. I always forget one, but the finger print is easy.
These things are meant to make life easy but they seldom do, and no one cares about us seniors. We’re just a nuisance, when from a young age we worked continuously and asked for and got nothing. It’s terrible. Speak to your practice manager or your gp pharmacist, if you have one.
My iPhone stores the passwords but I have to go through hoops to get to it and still need my finger print to access it. I use that when certain apps or certain sites request I put the password in as security I guess. Maybe they think someone has chopped my fingers off and is using it to access their site 😀
I generally order my and Hubby's meds through Patient Access and I'm getting the App advert. Like most of you I already have a strong password, memorable name and use the security number so why do I need yet another app? I've found it I click on the 'remind me later' it will take me into the programme. Luckily I also have an email address for our prescriptions at the surgery so can use that if necessary
Yes I found that on my wife's iPhone I have android phone I haven't been ask to do it yet if I do I'll probably delete the apps and get tesco to order it for us it's so over the top all they need is send a text to us to verify who we are
You shouldn't even need to do that! What's the point of a repeat prescription in the first place, if all this cross-checking is going on? Moreover, 'smart' phones are as porous as Swiss cheese! I don't use a banking app or anything that needs critical personal data.
Solution? I don't use the App, period! I've had a repeat prescription for years without a problem but every now and then my GP surgery screws up and forgets to renew (but I'm not sure if it's the pharmacy's responsibility or the GP to renew every two months), so a phone call to the pharmacy sorts it. Apparently, it's the GP surgery's pharmacist who okay's it. My GP surgery pretty disorganised, in fact, all over the place which has gotten worse for obvious reasons.
My particular beef is not seeing the same GP every time I need a consultation, in fact I've only seen the same one twice! Due to the shortage of GPs, they move them around from surgery to surgery. Infuriating and it leads to worse outcomes for the patients.
So it's not really a repeat, is it. When I pick up my repeat from the pharmacy, they ask for my DoB and my address but not for proof that I am that person. No doubt, they'll require a photo id next.
Yes same problem, I have complained particularly about no advanced warning, just mumbly words back and a statement that there would be an email alternative in April, not yet seen. I just get my designated pharmacy to order on my behalf, working on the basis that if enough people make life difficult for others something will happen.
Good Morning, have just spent 2 hours, getting deeper and deeper into instructions, authenticator apps, some want credit card details, verification codes, password changes! Finally I read YOU DO NOT NEED AN AUTHENTICATOR APP! Link your Emis to your NHS Login. Go into Patient Access and then click (at the top )Link to NHS Login.
I did that which was easier but found my medications were 5 years out of date on the NHS so will have to go to GP to get them to update it as it appears that repeat prescriptions items are not linked on NHS app with Patient Access app.
To all those who are a frustrated by the recent changes to Patient Access login there is a 'contact us' facility available on the website version after you have logged in, so have a moan at them like I have just done, not that it is likely to make much difference 😂
I am in Scotland and we don't have an NHS app and we can't access any test results or treatment plans online, the patient access is only for ordering prescriptions but it never worked for me, I emailed them ages ago and they said my surgery had blocked me, obviously they hadn't I gave up with the app it was useless. I now have to do it the old way and phone every month, I have so many meds to take that sometimes things get missed, I would much rather use an app as it's written down, so to speak and easier for staff than listening to a long message but it's impossible to use. I think it should be looked into and something should be done about it so we can all use it easily and securely. Char
Used it for years and never an issue. Without it, the mistakes were constant. I've 16 regular medications. My surgery hides it's email address. Used to be able to make appointments on the App but Surgery stopped that too. Heaven forfend the doctor has to work too hard.
I was the same it was and then one day it said no link to doctor and that was that I did try to get it back but gave up. I keep thinking maybe I should try again but I doubt anything different would happen. Char
I, too, find this change very frustrating, annoying and frankly pointless.
This may help some of you, I hope; but you need to be able to sign in to the NHS.
I've just signed in to Patient Access -
1. I went to the PA signin page and then clicked on the 'NHS login' at the top of the page.
2. I then signed in to my NHS Account using a password and had to type in the number then texted to me.
This then took to my PA page
So I just need to remember to use NHS signin instead of the PA sign in. It will work, I guess, for as long as that link button stays on the signin screen. No way round receiving the text on a mobile phone, but it can be any mobile that will receive a text message; I would expect even very old style simple mobile will do; you don't need a smart phone.
So what we have is the PA asking for a far more cumbersome and intrusive set of action than the NHS (and also my bank account) - UNBELIEVABLE!!!
To use the words I want to use would result in this being deleted.
Just a thought:- what to the software geeks see as the threat, why was the old signin method believed to be a security risk??
If there is a valid threat to the old system of signin, shouldn't we all be told? It will apply equally well to many other websites where I need to use that old method. It will apply to the NHS too. So, the least they can do is to let us all know. At the moment, they are treating us like dum idiots. I really object to that.
I've not noticed any button. From reading, you order via your computer. 2 factor id is becoming the standard. Let's just hope they don't move up to an encrypted Key that plugs into a USB device. I presume this is a step to prevent or reduce hackers ordering strong medicines which they sell. I don't doubt that it happens. I'm afraid that the times are changing. Perhaps you could use a Pharmacy which orders for you or post or Shanks's Pony. I prefer PA and the pharmacy loves me.
There's a big blue "continue to NHS log-in" at the top of the page; just left click it.
2 Factor is OK, UNTIL you loose your mobile phone. Then you've problems.
All this technology is meant to help us, but in my view, the whole edifice is flaky. It all depends on the internet continuing to work. There are ways in which it can fail - then what's the backup plan? Is there even a plan? Outages of a few hours in local areas do happen ocassionally now. But what if it's a few days? I assume there will be chaos.
I also noticed the web site for my GP has several pages “advertising “ private providers of heath services ranging from scans and mental well being. I do have an issue in the use of the NHS brand frontline the web site followed by advertising private health services.Worth adding two weeks to get a GP appointment and 7 days to order meds
I don’t use the apps you speak of, but for years have been getting my repeat prescriptions by emailing the surgery or simply calling them. Some of my hospitals use the Patients Know Best app, which I use to see my test results but not order meds, and my other hospitals use My Chart, which I do the same with. And I agree with you that the NHS app has old drugs on it. The government has not handled the use of app technology well to unite our information for us to see and use. It’s just all very disparate. They should make the NHS perfect for it to be useable. Meanwhile I recommend Patients Know Best .com to get their app to see all your test results (if your hospital uses it that is!)
Hello. If you have the App there is no need for another. The two factor authentication only requires you to enter certain letters from a memorable word. So just follow the instructions. Choose a word 10 characters long; I don't recall if you may use numbers. If you enter all Caps then the subsequent authentications must always be all caps too. (I did this and then thought I was locked out because I forgot). It's quite easy. I chose place of birth which just happens to be 10 letters long. All the best. When you log back in to check the doctor has approved your requests, you invariably do not have to use the two factors as it remembers you were there a couple of days ago. I think it's brilliant.
I've tried 3 times to edit the post above but the button here is missing! 😲. So posting to say I have found the fourth requirement. It's not difficult but certainly a nuisance.
My Gp switched off the Access app several years ago they have produced there own App. Which is logged in until I sign out. Its called DrIQ. And my NHS app is upto date. So it seems for whatever reason your practice has not updated the information. I would make a written complaint to the practice manager. (I rarely request my repeat prescription my lovely pharmacy orders them for me.
Congratulations! your post has unleashed a storm!!!!!! there is clearly something very unsatisfactory about the system and maybe someone should be organising a protest - not me
Anyway my suggestion would be to give up on EMIS if you can make arrangements directly with your pharmacy - they want the business and are more likely to be helpful
i still use the online version, despite grinding my teeth every time they change the system - but my mother, in a different health authority, just sorted it with her local pharmacy and gets and good service
Repeat prescriptions: we don't go anywhere near the GP 'surgery' ...we just phone the Pharmacy again, and they do all the necessary ...and then deliver the meds (every 3 months).
Interesting - my GP and pharmacy stopped this a couple of months ago. You could order repeats via the pharmacy and they managed and even delivered if you could get in. But nope, not any more. With no explanation
As a bit of a techie I'm surprised at this. I use patient access, myGP and the NHS app and still have accounts with each. The data and content is always matched whichever i use - i prefer the NHS app because of it's flow but still use the other two separately on both phone and tablet.
If i'm using my desktop i use patient access and was equally frustrated to find they'd employed two-factor recently - i understand why. But it's always synced.
Being techie for a moment I suspect they all draw their data from a single database via an API. I can only assume there was a blip or the database was down when you tried? Worth trying again?
I tried to order mine and came across the Authenticator app - only I got a message saying “ something sent wrong” I then had to drive to GP to put in paper request 🙄
On retiring to Spain, we were given health cards that look like bank credit cards, with no clue what they were to be used for. When my husband was diagnosed with serious heart issues, and the usual heart meds prescribed, we found out!On every doctor or hospital visit and particularly with Entresto, when there is often a dosage change, the doctor inputs into his computer while we are in the consulting room the new dosage. This information is instantly on your health card. When we give the card to the pharmacist he puts it into a little machine that brings up the latest meds and thats it. It all happens instantly. Information accessible to any pharmacy we choose to go to. I have no clue how the technology works but these little plastic health cards make life so much easier for us.
If we want to make an appointment to see or speak to the doctor or nurse we do have an app for that with options to choose from available date/times.
Hopefully rather than adding more red tape for patients to deal with, the NHS will take a different more streamlined route.
This is thread is fundamentally about access to NHS data. And the NHS, being kind, is the most disparate, fragmented, and poorly organised body you could imagine. So instead of providing a simple unified way of people accessing their personal health data cascading down to a simple task of ordering a repeat prescription, as you enjoy, we have multiple ways of doing this and most are really not fit for purpose, including, it seems, the Patient Access provision which can be 'adjusted' by the GP practice to restrict access to services they are not contracted to provide. So rejoice in your decision to relocate 👍
pod is closing in June soon . I tried practicing this month with nhs app for hubby and none of his prescription jd arrived at the chemist . So I hope they get this sorted . Good luck
I can’t be the only one that believes that it is absolutely necessary to embrace technology these days. Voluntarily being a Luddite on principle is a form of self harm in todays world.
Many responses saying it used to be easier. How was it easier than opening an app and clicking re-order (at any time of day or night) for your prescription to be ready, often the same day.
With respect I think you have missed the point of people's frustrations in this thread. Those commenting have embraced technology that's why they are here. If they hadn't embraced technology they wouldn't have a mobile or a laptop and be able to use it. Also remember many on here are of an age where they were not brought up with computers, like those aged 40 and under, and some may not have been exposed to IT as part of their working lives, and may find IT related stuff difficult. Nonetheless what is causing the frustration is that there are now more PA logon layers to negotiate which arguably are unnecessary having previously worked for most people. Plus there is a push to get people to use the phone app. Personally I have no problem with IT in a home environment but for certain tasks prefer to use my laptop rather than be driven towards a clunky app with limited functionality compared to a web based system. I have enough if those on my phone already.
I have repeat prescriptions which I drop into my local chemist. They send it off to the Drs for signing and reissue, who send it back to the chemist to be made up and I collect from there together with the next months paper prescription. It does take about a week to complete so you have to remember to take it in before you run out or are going on holiday but as you speak to actual people any problems can be sorted out fairly quickly.
You don't need to have a smartphone to set up a 2 step verification. It's convenient and easy to get a temporary phone number for that purpose. I would recommend getting one at anonymsms.com/
hi, I went to log onto my patient access yesterday and got the same pop up about 2 step verification which I’m ok with but I didn’t have the time to do it then but if you scroll down a bit there’s a sentence which says “set up later” if you click on that you’ll go straight through to your normal patient access page without setting up 2 factor
When I moved and changed GP two years ago we got all my meds sync'd on an eight week (56 day cycle). However with some change of dosages some are now on a somewhat different cycle. Also they will not prescribe more than two Libre CGM sensors (14 day span if they don't fail before) every 28 days. This means I am using "Patient Access" three or four times over an eight week period. Last time I changed to the "security code" to a mobile. Now though I think the two-stage app is an overkill and more some developers trying to justify themselves.
Yesterday I needed to pay a bill. Setting up a new payee with the bank was a nightmare. After confirming the bank, sort code and account number matched the company name I got warnings about scams. After saying it was not, and it was a relatively small amount, they sent me a security code and as I went to put it in their app timed out. In the end a 5 minute job took over half-an-hour. Things are being made ever harder. Rather than mess everyone about (I have a friend who struggles with this who was virtually forced to buy a "smart phone" why not punish the scammers far more severely? Ten years minimum and on a chain gang if fit enough!
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