Disruption to Online access

On Friday 10TH September we carried out a planned system merger which caused unexpected issues for many patients using the NHS / Patient Access app. Thank you for bearing with us while we have been trying to get to the bottom of this issue and updating our Whiteley patients the best we can.

Many of those affected found the issue resolved within a few days, but some others have not, and we are aware of over 1200 patients still experiencing the issue. If you are one of these, the app will prompt you to re-register and will ask for an identification key, which is normally provided by the practice.

Generating the required identification key is a manual process, and we would need a staff member to do this for each of the over 1200 patients individually. At the moment, we are managing very high levels of demand for our services, and we are preparing for the flu and COVID booster vaccination clinics starting soon. It is a very challenging situation, and though it is a difficult decision to have to make, we simply do not have the staff to generate the identification keys.

We are very sorry for the inconvenience and frustration this has caused; the problems with the app were not foreseen and cannot be avoided. We have been in constant discussion with NHS Digital about the urgency of these issues and unfortunately there is no other solution. Our core services are continuing and while less convenient, all information is still available via alternate contact routes.

For those who cannot use the app, for urgent medical and prescription requests please visit the practice website. If you require your COVID Passport please contact 119, and if you need to contact the surgery please call or submit an eConsult request as normal. For blood tests results, please submit an eConsult and bear in mind you would automatically be contacted if the test was abnormal.

Over the coming weeks we will be working to generate the required identification keys whenever we are able to, but at this stage we are unable to commit to a timescale due to the extreme pressures on staffing.

Many thanks in advance for your understanding.