Locked out of NHS online services- complain?

[ElvisPresleyHadABaby]

I submitted a request to my GP to be able to view my health records on the NHS app. Their website says they offer this, and since I am under a couple of consultants and communication has been poor, I thought it would be useful to be able to view results, check appointments etc without ring around like a madwoman.

They responded asking for two forms of photo ID, which I supplied.

I woke up to an email that says "Your Online Services account has been locked. To access your account again, please visit the practice to confirm your identity."

They're not picking up the phone, and further emails have gone unanswered. Anything I now try to do in the NHS app results in an error message.

Does anyone know why this has happened, and whether I should complain? It's incredibly frustrating and I'm quite stressed about it, worried I have been flagged as a trouble maker, as I take stimulants for ADHD which are obviously carefully controlled. I now can't order any prescriptions or submit an e-consult, which I will likely need to do in the next few days as my asthma symptoms have worsened.

I believe on some apps, they need to match your photo with you personally to be able to fully register you.

I don’t think you will be classed as a trouble maker. They’ve probably come across this before.

When did you send the email? It may be a case they have a backlog and just haven’t got around to responding yet.

@Riverlee

I believe on some apps, they need to match your photo with you personally to be able to fully register you.

I don’t think you will be classed as a trouble maker. They’ve probably come across this before.

When did you send the email? It may be a case they have a backlog and just haven’t got around to responding yet.

Surely if that was the case they would have said that originally rather than asking me to send two forms of ID, and then completely locked me out of the app?

How long ago did you wend the emails they haven't answered?

I don't think they'd lock you out due to being a troublemaker. More likely to be a technical issue and they are busy. Probably will take them longer to sort than just replying to request ID. Is there another way you can order meds?

The NHS is not in the business of developing software for flagging up troublemakers. They have a million and one other things much more important to find funds for.

Take your photo ID to your surgery and ask them for help getting this thing set up. There really is no conspiracy here - just a technology glitch.

They've asked you to visit the practice an you haven't visited the practice? You can hardly complain when you haven't yet done what's asked.

I agree with others, sounds like a technical issue or that you need to verify your identify in person. I would relax and wait for a response to your email if I was you!

@OrangeShark27

They've asked you to visit the practice an you haven't visited the practice? You can hardly complain when you haven't yet done what's asked.

That wasn't included in the original email, nor is it stipulated on the website.

@notangelinajolie

The NHS is not in the business of developing software for flagging up troublemakers. They have a million and one other things much more important to find funds for.

Take your photo ID to your surgery and ask them for help getting this thing set up. There really is no conspiracy here - just a technology glitch.

I was just confused as to why, aster complying with requests, I have been locked out of the service I previously had access to, with no warning or information about why.

Far more likely to be a mistake or a glitch than someone actively locking you out. Get in touch with them (when you can) and ask how best to sort it, no need for a complaint.

I got locked out of my account for no reason. Just had to set it up again. NHS IT is awful and glitchy. We have some patients in my own practice have problems too...we have one receptionist who is quite good on IT so she usually manages to sort it...but remember we are really busy just now so it's another job in a list of things that staff have to deal with so just take ID in and it will get sorted.

But in your OP, you said you had had an email asking you to visit the surgery? We have to do this as well - presumably to ensure that the user getting the emails is the same person that has requested the access. I don't think it's worth complaining unless there is a particular reason that visiting the surgery is particularly difficult for you, in which case I would expect them to accommodate you, but not through an automated system, so you might have to wait a little longer to get a response to your email or get through on the phone. If you go to the surgery, you may also be able to submit a paper repeat prescription request and kill two birds with one stone! Good luck.

I’ve recently been locked out. Just down to a technical glitch.

It took a little while to fix which is more than understandable in the present climate.

I imagine they have a backlog nae canny and they are just catching up when they are able.

No need for a complaint.

I would get too excited about seeing your records via the NHS App. You will only see a summary of your GP record IF the practice has opted in to share records with the App, you will see very limited information such as your medications and allergies.

Bless you for thinking this would give you access to consultants letters, things are nowhere near as joined up as that!

From the NHS Digital website:

"If you have access to your GP health record in the NHS App, you’ll be able to see your summary record. It contains information about your medicines and allergies.

If you only have access to your summary record, you’ll see a message on your GP health record. The message will let you know that you can request access to more information.
To see more information in your record, such as your test results and immunisations, contact your GP surgery and request access to your detailed coded record."

But your OP says that's what the email says? What did the email actually say if not that?

Honestly just go into the practice to sort it out. It's probably just a glitch. Why on earth would the app lock you out for being a troublemaker?

@ChequerBoard

I would get too excited about seeing your records via the NHS App. You will only see a summary of your GP record IF the practice has opted in to share records with the App, you will see very limited information such as your medications and allergies.

Bless you for thinking this would give you access to consultants letters, things are nowhere near as joined up as that!

From the NHS Digital website:

"If you have access to your GP health record in the NHS App, you’ll be able to see your summary record. It contains information about your medicines and allergies.

If you only have access to your summary record, you’ll see a message on your GP health record. The message will let you know that you can request access to more information.
To see more information in your record, such as your test results and immunisations, contact your GP surgery and request access to your detailed coded record."

This was the request for coded access, I already had access to the summary record but now don't.

@OrangeShark27

But your OP says that's what the email says? What did the email actually say if not that?

Honestly just go into the practice to sort it out. It's probably just a glitch. Why on earth would the app lock you out for being a troublemaker?

I don't know, which is why I asked! I wasn't sure if it would flag the restricted medication and that's why I got locked out after doing exactly as asked, instead of being given access.

Thanks for the reassurance that it's not flagged me, I'll have to leave work early to try and get down there before they close, and get in without an appointment!

Are you still able to login to your GP's online system? Or are you locked out of that and the NHS app?
Sounds like while setting up your access they've accidentally reset your password or shut your account. Easily solved once you manage to get through to someone! If there is the option to email I would do that.
You can have full record access dating back to April 2019 on your GP system but as someone said above it's much more limited on the NHS app but will be increasing later in the year.
If you want access to letters I would request full access from your surgery's online system.

It's a NHS IT system. The odds of it working properly are verging on non existent. In this case it's almost certainly cock up rather than conspiracy.

please visit the practice to confirm your identity."

Am I missing something - have you done this or not? Wouldn't that sort it out rather than emails and calls?

You're being massively over dramatic. The message tells you to take your ID to the surgery, so take your ID to the surgery.

I'm not sure what you think phoning them will achieve.