We are aware that some patients may be affected by the issues listed below. We are aware of each of these and are working as quickly as we can to fix them. Where possible we have suggested temporary workarounds, so if your issue is listed below please follow these until we have implemented the fix. We appreciate that it's very frustrating when things don’t work correctly and apologise for any inconvenience as we work to resolve the known issues. If your issue is not listed below, please contact us and let us know. 

Cannot find the answer to your question?

Last updated 14 Jun 2018, 5:30pm.

DescriptionWorkaroundEstimated Fix
Personal Health Record feature is temporarily disabled.We have temporarily disabled Personal Health Record while we investigate an issue affecting this feature. 

We have identified the cause of this problem and are testing a resolution.

 

Resolved Problems

DescriptionWorkaroundFix Date
Patients are unable to validate email address after successfully signing in. 
This step is optional, and you can continue to sign in using your User ID while we work to resolve the issue.

This is resolved in v2.0.3.

14 Jun 2018, 5:30pm

Patients registered at a dispensing practice, are asked to make a Pharmacy nomination and cannot select their own practice. 
If a patient does not currently have a nominated pharmacy then they will be prompted with the ‘Nominate a pharmacy’ overlay screen when they request repeat medication through the new service. Selecting Not nowwill allow patients to continue to request medication without making a nomination.
Some practices may have chosen to disable online access while some changes are made to Patient Access for practices who dispense.
This is resolved in v2.0.3.

14 Jun 2018, 5:30pm

Some Patients are unable to sign in, but are able to both recover their User ID and Password.
Please ensure you have recovered your User ID (using this link) and recovered your Password (using this link) - if you have done both of these things and still cannot log it, it is likely a issue with the status of your account at your practice. Please contact your surgery to be re-enrolled.

This is resolved in v2.0.3.

14 Jun 2018, 5:30pm

Some Patients in Northen Ireland are unable to sign in.
No workaround currently exists but we are currently working on fixing this issue.We confirm this issue is resolved.

4 Jun 2018, 7:04pm

Some Patients ae unable to see booked appointments or book new appointments.
No workaround currently exists but we are currently working on fixing this issue.

This is resolved in v2.0.2.

7 Jun 2018, 7:00pm

Android devices without cellular capability (e.g. tablets that are Wifi only) are unable to download the app.
Please use the website at http://www.patientaccess.com

This is resolved in v2.0.2.

7 Jun 2018, 7:00pm

Some Patients are unable to confirm their email address when using the iOS or Android app.Please use the website at http://www.patientaccess.com

This is resolved in v2.0.2.

7 Jun 2018, 7:00pm

Users resetting their password but it expires by the time the confirmation email arrives due to (temporary) email deliverability issue.If you don't receive a password reset email or if by the time it has arrived the reset link has expired, please run through the 'Forgot?' process again to send another email.

We confirm this issue is resolved.

8 Jun 2018, 10:47am