Online Services Records Access

Patient information leaflet

‘It’s your choice’

If you wish to, you can now use the internet to book appointments with a GP, request repeat prescriptions for any medications you take regularly and look at your medical record online. You can also still use the telephone or call in to the surgery for any of these services as well. It’s your choice.

Being able to see your record online might help you to manage your medical conditions. It also means that you can even access it from anywhere in the world should you require medical treatment on holiday. If you decide not to join or wish to withdraw, this is your choice and practice staff will continue to treat you in the same way as before. This decision will not affect the quality of your care.

You will be given login details, so you will need to think of a password which is unique to you. This will ensure that only you are able to access your record – unless you choose to share your details with a family member or carer.

It will be your responsibility to keep your login details and password safe and secure. If you know or suspect that your record has been accessed by someone that you have not agreed should see it, then you should change your password immediately.

If you can’t do this for some reason, we recommend that you contact the practice so that they can remove online access until you are able to reset your password.

If you print out any information from your record, it is also your responsibility to keep this secure. If you are at all worried about keeping printed copies safe, we recommend that you do not make copies at all.

The practice has the right to remove online access to services for anyone that doesn’t use them responsibly.

Before you apply for online access to your record, there are some other things to consider.

Although the chances of any of these things happening are very small, you will be asked that you have read and understood the following before you are given login details.

PRACTICE POLICY FOR ONLINE APPOINTMENT BOOKING

Before you begin to use the online booking service, please read the following policy regarding the booking of appointments over the internet, and the additional document regarding online access. Please keep these policies for your own reference.

A document containing your pin number and log-on details will be provided to you as soon as the practice processes your signed consent form. Please keep this document safe as it contains your personal information.

When registered you will be able to:

• Find available doctor appointment slots
• Book new appointments. Appointments may be booked up to a maximum of 21 days ahead
• View appointments you have already booked
• Cancel appointments

Doctors Appointments

Please ensure that you book your appointments appropriately. If you are unsure as to whether it is appropriate for you to see a doctor, contact us by telephone.

Missed Appointments

If you are unable to attend your appointment please let us know as early as possible. You may cancel it online or telephone us. This will allow us to offer the appointment to another patient.

We will be monitoring missed appointments on a regular basis. If you miss an appointment more than twice in one year we will remove the facility for you to use online booking, but you will still be able to book appointments with our receptionists.

Inappropriate use

We are sure you will find this service useful. However, we will revoke your access to it if you abuse the service. For your access to be reinstated you must liaise with our reception team.

Examples of what we would consider inappropriate use are:

• Booking appointments and not using them more than twice a year
• Booking appointments for other family members using your name.
• Consistently booking inappropriate appointments with the doctor

Appointments for Family Members:

This can be done by setting up a Proxy Access account

To access our online services you will need to provide in person 2 forms of identification, one from each of the following areas:

One item to validate ID such as:

• Valid driver's license

OR

• Passport

AND one item less than 3 months old to validate address such as:

• Utility bill with the correct address (gas, water, cable, residential phone bill)
• Rental lease agreement/house deed
• Mortgage statement
• Bank statement

Please provide the I.D alongside a completed access form, in black ink and hand to reception, please retain all additional information for your records. You can also provide you I.D online following the information on the form.

Once we have received you application form and confirmed your I.D your application will pass through to our admin team who will process your application for you.

I wish to have Online Access and understand and agree with each statement (tick)

The following Terms and Conditions are set out for patients to understand before being allowed to access the clinical systems direct on-line facilities, such as prescription ordering, appointment booking, or personal profile updates.

• I understand that it is my responsibility to keep my account secure by keeping my details confidential.
• I understand that I can terminate my account at any time by contacting the surgery, or change my log in details by re-registering and that this form will be kept on my electronic records.
• I understand that my registration will be revoked if I constantly miss or cancel appointments.

To apply for online access to the Practice’s clinical system, patients must complete the Online Access form and also provide 2 forms of identification, one of these being photographic.

Acceptable documents include passports, photo driving licences and bank statements but not bills.

Applications are “one per patient”.

Acceptance of one member of a family does not imply acceptance of other / further family members.

Applications for on-line access will not be considered for patients who are under the age of 16 unless a clinical reason is specified and it is requested in conjunction with a GP.

Where access is granted passwords will only be released direct to the patient and not to a third party.

Where access is refused this will be in writing. A reason will only be given at the discretion of the Partners.

Patients with a history of non-attendance at pre-booked appointments (without cancelling) will not normally be granted access to online appointment booking, however the remainder of the facilities will be considered.

Online appointments booked are to be cancelled by the patient as soon as it is determined that it is no longer required.

The Practice will not allow misuse of the online system and will monitor usage by individual patients. Where it is considered that a patient is misusing the system or is acting in a way detrimental to the availability of the appointment system, or other facilities, a warning letter will be issued. Where the situation does not improve, or recurs, access will be removed permanently and without further notice, at the discretion of the Partners.

Repeat prescriptions may only be ordered where these appear on the repeat list, which is provided to patients on the tear-off portion of the last prescription issued. The request must match the repeat list exactly and must be due. Other items ordered or requested using this facility will not be actioned, and no contact will be made with the patient. Prescriptions ordered outside this guideline must be via reception staff.

Personal Information Updating is subject to validation after submission. Patients moving outside the Practice Area will be removed from the Practice list in the usual way.

Approved access requests will be notified along with access instructions and a copy of these Terms and Conditions.

Requests for re-issue of access log-in details will be made in person by the patient at the surgery with I.D verification as per the initial sign up.