Patient Access Reviews 1,189

It seems like you’re being encouraged to use the NHS App in order to save man hours in calling the surgery. But in order to “link” your health records with the App you need to create an account with PatientAccess and then use a series of codes to link it to your surgery. Since I moved to my current surgery I have not been able to view my health records and fortunately there’s very little to view; however, my husband has an ongoing medical condition that requires frequent testing and he has also struggled to link his health records to his NHS App. This has resulted in us having to call the surgery to get test results - today I was 15th in the queue and waited an hour for a callback from the receptionist - this doesn’t feel like progress.
We’ve moved a couple of times and have not experienced this level of difficulty before.
We’re reasonably confident using technology, but this PatientAccess portal is beyond my pain and tolerance threshold.

Linking to my GP was impossible. I've tried 20 times, che checked and rechecked the codes, but it won't work. I can log on but not link to my GP. I'm pretty computer literate but this is the worst system I've ever tried to use. No wonder the NHS is a mess.

I've been using Patient Access for several years, but it has become increasingly difficult to sign into. First it was a password, then a further prompt to authenticate. Then they insisted on Microsoft Authenticator, which is almost as bad to log into. I access my Government Gateway with text authentication, so why doesn't Patient Access do the same? I have deleted the app and now use the NHS App to order repeat prescriptions.

cant order repeat prescriptions not fit for purpose
complicated and difficult to use.

Wouldn't even give it 1 star! If I could.

Using an authenticator app doesn't even work!
Progress? We are going backwards!
Can't see most people would be able to log in with this.

Wth! This is a nightmare. How can it be so complicated. What brain has invented this?

Absolutely awful system. I need to order life sustaining medication but can not create a user account, I keep receiving many error messages that I can not get past. I submit a help ticket but no one ever gets back to me to help. GP surgery can not help either. This company does not care about the service it supposedly should provide. Terrible company, this and the parent company should not be awarded any more contracts that receive tax payer money to pay them. One can only hope once the central government platform on supplier performance is up and running this and the parent company get flagged as providing an unacceptable and should not be awarded any more public sector contracts.

Worst experience ever! I'm not too bad with techy stuff but trying to access my account for repeat prescription has me tearing out what little hair I had left. Not only do I have an access code sent by email but also by text and third party authenticator plus fingerprint. I can sign into my government pension page with a password or fingerprint so why all the unnecessary confusion !!!

For the second time this year not receiving authorisation text. Having to phone doctors who don't take prescription requests over phone. So your left in limbo trying to get life saving medication.

Why does this company exist? They are so unhelpful. They just send the same pre written email telling you to try different things over and over again, despite already having told them that I have tried these things.

Patient Access is awful. Tried to log on with the details I know are correct and then get repeated error code "you have exceeded the number of verification codes" Not true as I have not even received any!!!
Don't hold your breath trying to get the support centre to help. This is just diabolical, especially when this is the service I need to order my repeat prescriptions. The NHS need to do better if this is the way forward for patients!! Find a company that can actually help patients rather than hinder them!!!!

When one can get into the service, it is useful and much better than phoning a GP and leaving a message. But I have found: (i) it pute me through large numbers of recapcha sites, with blurry pictures; (ii) I end up getting messages such as: 'Your computer or network may be sending automated queries. To protect our users, we can't process your request right now. For more details visit our help page.' I am going to: (a) complain to my GP and suggest that they drop the service; (b) discourage other people from doing using it. It is a real shame just because the idea itself is a good one, and ther service fine if one can actually get through to the site itself

The worst obtuse and obfuscated piece of junk I have had the misfortune to try and use. It only works for a prescription but only from particular web browsers.

It is far too difficult to create an account. I’ve just spent over an hour trying to set up an authenticator app - the codes don’t work.
This is an anti-patient, unhelpful, time wasting, waste of money, heap of shit.

I have had nothing but bad experience with this service on several occasions I have spent over an hour trying to sign in granted I have forgotten my password but the service is poor at responding and does not accept that on line security measures it deploys do not work
As a person who is on multiple medications this service is well below par and should be replaced by a company that operates a good customer service
This app is complicated and not user friendly
I started with this app about 0900 hrs it is now 1255 and that’s me just got into the app

Recent updates have locked me out.

I tried to sign in to get repeat prescriptions but it failed. Then it asked me to download a third party authenticator app which would not download. I tried resetting the password - I even tried creating a new account only to be told 'I already have one' ! So no matter what I do I am locked out.
Now I report the problem and get written diarrhoea of how to solve the problem but nothing works. Do I give up - NO !
I have now written my MP explaining how I now have to go to the Doctors Surgery and ask the reception to scan my notes to see if my biopsies are back. Then I go to Pharmacy to ask for my repeat prescriptions. All this visiting the Doctors Surgery wasting their time because I cannot do it on line. I will now wait to see if my MP has any better luck.

UPDATE: Doctors surgery sent an email saying she had reset the account and I could now sign in. So I try - Same old crap - no sign in. I reset the password and try to sign in - NO CAN DO ! Totally Useless

UPDATE: I finally got an answer from my MP today who explained that this ‘Patient Access’ is nothing to do with the NHS. So, I finally got onto the PROPER site by the NHS and now I can see my records and order my prescriptions without this useless site.

The Patient Access website and app is hands down the worst online experience i have to use.
My GP surgery use it to order repeat meds and show test results.

The repeat prescription order is clunky and long winded. Why do i have to give a reason for a repeat prescription authorised by my GP?

In fact signing in to the website is a pain in itself, now i have to use a password, 3rd party authenticator AND I still had to select which pictures had chimneys!!!

Test results, yes i can view the latest results, but if i want to compare the test results from 6 months ago, i can't, they're not there any more

Does the NHS fund this awful service? I bet it does.

Okay for repeat prescriptions, but for most people all they want is a button at the front page called 'online consultation' where they can send in symptoms and photos 24/7 and the surgery can then come back when the problem has been assessed, not necessarily same day. None of this 'turning off the function' because the surgery is closed.

Please do yourself a favour and save your mental health uninstall this app now forget you ever downloaded or used web portal it's the possibility that you maybe able to do something functional on it that keeps you coming back because it's such a good idea only wish it worked sorry to be so facetious but it's awful

Useless. Can't sign in, authentication doesn't work.
Also, the Support Centre link is broken, so good luck getting any help.