Signing in

Signing in FAQs and troubleshooting

Fri, 25 Oct 2024 09:44:54 GMT

Authenticator app FAQs
General sign-in queries

Authenticator app FAQs

I abandoned the setup process. What should I do if I sign in again?

If you have only completed part of the set up process, you will need to complete this the next time you log in. You will be asked to complete the multi-factor authentication process by downloading an authenticator app and following the steps to link this to your Patient Access account. You will need to make ensure you have entered the 6-digit code when asked, as this completes the set up process.

Note: The code in your authenticator app is time based and will expire. This is usually every 30 seconds for most apps.

If you log in using NHS login, you will be able to access Patient Access without having to download an authenticator app.

I didn't enter the code within the allotted timeframe. What should I do?

Your authenticator app will automatically create a new code once the original one has expired (this is usually every 30 seconds). Once a new code is visible in the app, you'll need to enter this into Patient Access when requested.

Note: We recommend only copying the code when you are ready to enter it as this reduces the risk of it expiring whilst you're in the process of using it.

I entered an invalid code. What should I do next?

Check for the new code generated in your authenticator app and enter it correctly. There's no limit to the number of invalid codes you can enter, but it's recommended to copy and paste the code from the authenticator app to the Patient Access app to avoid inputting it incorrectly.

If you have confirmed that the code you are entering is correct but it still not accepted, you may need to do one of the following:

Reset the authenticator app
Uninstall and reinstall the authenticator app

How do I set up the authenticator app?

You can set up the authenticator app by either scanning the QR code provided or manually entering the text code displayed below the QR code in your authenticator app. Any additional instructions will then be available within your authenticator app.

What authenticator app can I use?

You can find various free authenticator apps on Google Play Store, Apple App Store, Mac App Store or Microsoft Store. You do not need to use the paid apps.

What if I don't want to install an authenticator app?

If you're in England, you can use the NHS login option to register/sign in to the Patient Access app without having to install an authenticator app.

Reset the authenticator app

There may be occasions when you need to reset the authenticator app you use to sign in to Patient Access e.g. you want to change the authenticator app you use.

Note: you must have a valid mobile number linked to your Patient Access account to complete this process. If you do not have a mobile number linked, you will be instructed to contact Support.

If you already have a code showing in your authenticator app for Patient Access, please delete the existing code.

Sign into Patient Access.
When asked to enter your verification code, click Reset your authenticator app.
Copy the secret key (which is a long text code).
Switch from the Patient Access app to your authenticator app.
Do not close the Patient Access app, just switch to the authenticator app.
Read more information about this.
Follow the process to add a new token in your authenticator app.
Choose manual entry
Paste the secret key / text code to generate the 6 digit code in the authenticator app.
Return to the Patient Access app.
When switching back, you should not have to sign in again.
Enter the 6 digit code from the authenticator app into Patient Access while it is valid.
If it expires, wait for it to refresh in the authenticator app and then try again using the new code.

Switching apps explanation

After clicking reset your authenticator app in Patient Access and copying the long text code, it is critical you don't close Patient Access until you've pasted the code into the authenticator app.

That is what completes the reset process.

If you do close Patient Access part way through, and have to sign in again, Patient Access would still expect the original code. The process has been abandoned as far as Patient Access concerned.

If you are unsure how to switch between apps without closing, you can read further guidance:

iOS users
Android users
Desktop users can either keep the Patient Access website open throughout the process, or use the minimise option in your web browser instead of the X.

General sign-in queries

My normal login credentials are not accepted

There are 3 potential ways you may be able to sign into Patient Access:

Email address and password
Account ID number (user ID) and password
NHS login email address and password

If you are having trouble signing in with your normal login credentials, it is advisable to try signing in with a different set of credentials. For instance if you normally sign in with your account ID number and password try signing in with the email address and password.

I can't sign in and my details are correct

Even if you are confident you have the correct details, try recovering your User ID (using this link) and resetting your password (using this link).

Could it be a problem with my web browser or device?

A web browser (commonly referred to as a browser) is a software application for accessing information on the World Wide Web.

If you experience difficulty signing in and the issue is not related to your login credentials, we highly recommend trying a different web browser or a different device to sign in.

Currently supported mobile operating systems (for app users) can be found below:

iOS 13 or higher
Android 7 or higher

If your device does not meet the minimum supported version, you can still access all the benefits of Patient Access by logging into our website.
The minimum browser requirements are listed below:

Chrome from version 70.0
Safari from version 11.0
Edge from version 42.0
Firefox from version 63.0

Can I share a sign in email address?

Unfortunately, it is also no longer possible to share an email address on Patient Access. This is because we use the email address as a unique identifier to ensure the account security and confidentiality. Users who shared an email address on the old platform and migrated their accounts across to our new platform are permitted to continue to share an email until a password reset is required.

Can I reset my Memorable Word?

To ensure the highest level of security, Patient Access will now ask you to enter a 6 digit time-based passcode each time you sign-in, as well as your username and password. To access a passcode, you will need to install an authenticator app. You will only be asked for your Memorable Word the first time you log in.

You can reset your Memorable Word by clicking Forgot my Memorable word on the sign in screen once you have successfully entered your password. This will take you to a different screen that allows you to update your Memorable Word and hint.

Your account must have a valid email address and a valid mobile number in order to reset your Memorable Word. If you have not already done this, we highly recommend you do so from the Account Settings.

The following criteria should be adhered to when creating your Memorable Word:

It must be 8 to 20 characters long.
It is case sensitive.
It can not be same as your password.
Each character you enter counts, including any special characters like hyphens or blank spaces.

You will be asked to enter your Memorable Word:

When you sign in to Patient Access from a new device or browser.
Every 60 days after first logging in to Patient Access. This does not reset every time you log in.

You can find out more about creating a Memorable Word by using this link.

Account locked

If you enter an incorrect password 8 times, your account will automatically be locked for 1 hour. If you typed the password incorrectly, wait 1 hour then try again. If you have forgotten your password, select Forgotten Password.

If you are using a private computer or device, not a public computer, and would like your password to be visible as you type, select the 'show' icon at the end of the password field.

Sign-in to Patient Access

Fri, 25 Oct 2024 09:33:32 GMT

Introduction
Installing an authenticator app
Sign-in to Patient access using Memorable Word
Sign-in to Patient Access using SMS authentication’
Sign-in to Patient Access using an authenticator app

Introduction

Note: If you have biometrics (Face ID or Touch ID) enabled, you will not be asked to enter an authentication code each time you sign-in. Alternatively, if you are within England, you can use NHS Login to access your Patient Access account instead.

Installing an authenticator app

You will be prompted to install a third-party authenticator app as part of the process below. This app will provide you with access to the Time-Based One Time Passcode (TOTP) that will be required when signing in to Patient Access in future.

Please note:

You can use any authenticator app of your choice on your mobile, tablet or desktop device.
Many authenticator apps are free. The top reviewed apps listed in official app stores, such as the App Store or Google Play, are more likely to be reputable.
Be aware of 'sponsored' advertised products, which can be listed high up the store.
Be aware of adverts appearing within other apps (including authenticator apps).
Do research before installing any additional apps / software to check if it's reputable.
If an app charges a subscription fee (or offers an initial free trial) you can always choose a different authenticator app.

Some examples of free authenticator apps are listed below:

Android

iOS

Windows

Mac OS

Linux

Sign-in to Patient access using Memorable Word

Patient Access has increased their security settings, meaning Memorable Word and SMS authentication are no longer valid security methods. Instead, you will be asked to install an app authenticator when you next sign-in to Patient Access.

Sign-in using your username and password.

Note: If you use NHS Login, you will not be required to install an authenticator app.
Enter your Memorable Word for a final time and click Continue.
You will be prompted to install an Authenticator App on your device. Once you have done so, click Continue.
Open your third-party authenticator app and either scan the QR code or enter the text code provided in Patient Access.
Click Next.
Enter the 6-digit code that appears in your authenticator app.
Click Verify.
Click Done to be directed to your Patient Access dashboard.

Your Patient Access account now has two-factor authentication applied using TOTP. When you next sign-in to Patient Access, you will be asked to enter your 6 digit code using your authenticator app.

Sign-in to Patient Access using SMS authentication

Sign-in using your username and password.

Note: If you use NHS Login, you will not be required to install an authenticator app.
Enter your code received via SMS for a final time.
You will be prompted to install an Authenticator App on your device. Once you have done so, click Continue.
Open your third-party authenticator app and either scan the QR code or enter the text code provided in Patient Access.
Click Next.
Enter the 6-digit code that appears in your authenticator app.
Click Verify.
Click Done to be directed to your Patient Access dashboard.

Your Patient Access account now has two-factor authentication applied using TOTP. When you next sign-in to Patient Access, you will be asked to enter your 6 digit code using your authenticator app.

Sign-in to Patient Access using an authenticator app

Once you have installed and configured your authenticator app, you will use this each time you sign-in to Patient Access unless you use NHS login or enable biometrics.

Sign-in using your username and password.
Enter the 6-digit code that appears in your authenticator app.
Click Verify.

Note: If you have biometrics (Face ID or Touch ID) enabled, you will not be asked to enter an authentication code each time you sign-in.
You will be taken to the Patient Access dashboard.

Memorable Word

Wed, 14 Oct 2020 11:07:12 GMT

If you are accessing Patient Access via a mobile device using facial or fingerprint recognition you will not be prompted to enter your memorable word.

To keep your account safe, you need an 8 to 20 character memorable word or phrase to sign in to Patient Access. When you set this up, you'll be asked to add a hint to help you remember for future logins.

Once set up, the hint will be displayed when you enter the login screen. You'll be asked to enter three random characters from your memorable word or phrase the first time you log in. If you enter them wrong eight times, you'll be locked out of your account for one hour.

If you forget your memorable word or phrase, you can reset it using the link available on the login screen.

To make remembering your Memorable Word simpler, remember the following:

It must be 8 to 20 characters long
It is case sensitive
It can not be same as your password
Each character you enter counts, including any special characters like hyphens
Blank spaces will not be accepted as a character

Trouble entering the memorable word:

Check letter capitalisation
Confirm the memorable word hint is not the same as the memorable word
Confirm the memorable word is not the same as the password
Spaces are not supported
Refresh the page or sign in with a different browser or device and you will be asked for a different set of characters from the same word

Reset your Memorable Word

During sign in, once you have successfully entered your password, underneath the request for your Memorable Word, there is an option that will help you to reset your Memorable Word. To do this click Forgot my Memorable word and this will take you to a different screen that allows you to update your Memorable Word and hint.

Trouble resetting the memorable word:

Link expired error
Request a new reset email and try again
Access denied / unauthorized redirection error
Request a new reset email and try using a different device / browser
Or, copy and paste the reset link directly into browser rather than clicking email link
Memorable word hint cannot be the same as the memorable word error
The memorable word hint is different to the memorable word and can't contain similar characters
No access to the mobile number or email address associated with account
In this case, it is necessary to delete the account and re-register to regain access

Navigate Patient Access

Fri, 29 Dec 2017 12:35:08 GMT

Dashboard

The homepage will be the first screen you see after logging into the Patient Access website.

To navigate back to the homepage, you can click the Home option on the left-hand side.

You can use the navigation from any page within the Patient Access website to navigate around the site.

Menu options

Option	Use to...
Home	Return to the homepage.
Health Advice	Get health advice using links to self-care resources. If enabled by your practice, you can also submit forms detailing any symptoms you are having and update your practice on any existing conditions. Read more about getting health advice here.
Book Appointment	Book, view, cancel or print appointments.
Your Reads	Access your reads and edit your reading preferences.
Repeat Medication (only visible if the account is linked and access is granted by the GP practice)	Request repeat medication, or view previous requests. You can also cancel a request if required. Note: Acute medication is for information only. Acute medication cannot be requested using Patient Access. Contact your practice.
Medical Record (only visible if the account is linked and access is granted by the GP practice)	Access the various sections of your medical record. You can also filter, where applicable by date, share and export some sections of your record. Depending on the clinical system your GP practice uses; this option may not be available a to you.
Messages (only visible if the account is linked and access is granted by the GP practice)	Send, view or delete secure messages between yourself and your practice. Depending on the clinical system your GP practice uses; this option may not be available a to you. Note: This is for non-urgent enquiries only.
Your Appointments	View any upcoming appointments you have booked.
Clinical Research Studies (only visible if the account is linked to your GP practice and they currently use EMIS Web as their clinical system)	Register your interest to participate in future studies relevant to you, view information explaining what clinical research is all about, and access studies when they become available.

Homepage options

Section	View
Upcoming appointments	Your next appointment (or select View all to view every future appointment you have booked and any past appointments). You can also select New booking to book a new appointment.
Latest repeat medication order	Any requests that are ‘In Progress’ (or select View all to view all current and previous requests). You can also select New request to request further medication.
Nominated Pharmacy	Add or edit your nominated pharmacy.
Healthcare services near you	View and book any non-GP appointments at locations near you. Select the service you require to view and book an appointment. You can also find NHS self-referral information here.
Latest health articles	Trending topics and articles from patient.info.
Messages	New/unread messages from your practice in response to a query you have raised (or click View all to view all messages). You can also select New message to send a new (non-urgent) message.

My account

To access your account details, select your name in the top-right, then Account.

Section	Use to...
My account	Update your account details, i.e. email address, phone number and password.
	Update your contact details, i.e. address (if enabled).
	View, nominate or edit your nominated pharmacy to identity where you would like to collect your medication.
	Manage payment methods for pharmacy appointments, some of which are chargeable.
	View the available services that your practice provide, and view which services you have enabled.
	Use the Advanced Features option to enable and disable specific parts of Patient Access.
My GP Practice	View details about your linked GP practice.
Sign Out	Sign out of your Patient Access account.

Help & Support

Option	Use to...
	Access the support centre which contains training guidance on using Patient Access and common queries.

Notifications

Option	Use to...
	View notifications which alert you of unread messages, new services, missing contact details, and other important information. Note: Once you have read the notifications, you can choose to Clear All in the top right-hand corner.

Forgotten email or password?

Tue, 21 Nov 2017 11:02:47 GMT

Forgotten email
Forgotten password

You can get an email reminder or reset your password by clicking the 'Forgotten your sign in details' option on the Patient Access sign in screen.

Tip: If you can't sign into your account with your Patient Access details, you can use NHS login sign in.

Forgotten email address

To recover your email address:

On the Sign in page, select Forgotten your sign in details?
Select Forgotten email address.
Enter the mobile phone number linked with your account and select Continue.
You will receive a text message containing a 6 digit verification code.
Enter the code and select Continue.
The email linked to your account is displayed.

Reset your password

If you've forgotten your password, you can reset it by using the forgotten password option.

To reset your Patient Access password, you must have your email address and mobile number recorded. If you don't have these details recorded, you need to contact Patient Access support.

To reset your password:

On the Sign in page, select Forgotten your sign in details?
Select Forgotten password.
Enter your email address or User ID and select Continue. An email will be sent to your email address.
Open the email and select Reset your password.
Select Send text. A text message will be sent to your registered mobile number.
Enter the code onscreen and select Verify.
Enter and confirm your new password.
Select Create new password.
Select Sign in to Patient Access and sign in with your new password.

Tip: If you are using a private computer or device, not a public computer, and would like your password to be visible as you type, select the 'show' icon at the end of the password field.

The video below runs through a forgotten password:

Technical support

Mon, 20 Nov 2017 14:58:51 GMT

The Patient Access Support Team can only deal with technical queries in relation to the Patient Access web and mobile applications.

Request technical support

Contact the Patient Access Support Team by selecting Technical Support below, or in the top right corner of any of our help pages, and completing the form. Your query will be reviewed and you receive a response via email.

Live chat

If you would like to speak to the team in real time, please use live chat by accessing www.patientaccess.com and clicking contact support in the bottom right corner.

Do not submit any queries about your medical condition or medications. We do not have any direct access to your practice and cannot provide any clinical advice, or help with any aspect of your health or medical care.

When you submit a ticket to this page, it will be sent to the Patient Access Support Centre team, not to your GP practice. For all medical queries, please contact your GP practice during opening hours, 111 outside of your GP practice’s opening hours or 999 in an emergency only.

Signing in

Signing in FAQs and troubleshooting

Contents

Authenticator app FAQs

I abandoned the setup process. What should I do if I sign in again?

I didn't enter the code within the allotted timeframe. What should I do?

I entered an invalid code. What should I do next?

How do I set up the authenticator app?

What authenticator app can I use?

What if I don't want to install an authenticator app?

Reset the authenticator app

Switching apps explanation

General sign-in queries

My normal login credentials are not accepted

I can't sign in and my details are correct

Could it be a problem with my web browser or device?

Can I share a sign in email address?

Can I reset my Memorable Word?

Account locked

Sign-in to Patient Access

Contents

Introduction

Installing an authenticator app

Android

iOS

Windows

Mac OS

Linux

Sign-in to Patient access using Memorable Word

Sign-in to Patient Access using SMS authentication

Sign-in to Patient Access using an authenticator app

Memorable Word

To make remembering your Memorable Word simpler, remember the following:

Trouble entering the memorable word:

Reset your Memorable Word

Trouble resetting the memorable word:

Navigate Patient Access

Dashboard

Menu options

Homepage options

My account

Help & Support

Notifications

Forgotten email or password?

Contents

Forgotten email address

Reset your password

Technical support