Patient Access Reviews 1,189

Shocking waste of time,
Patient Access recommended a pharmacy near my home for a blood test, this was for a "private" paid for test, when I got there they had absolutely no idea who I was, they were not ready, they tried to access their systems and "register" me, I waited for 30 mins and eventually gave up and got a refund. What a waste of time and petrol money.

The system is terrible; it hasn't responded for months. How can we escalate this for further investigation? It seems to be misusing NHS funds and not providing adequate support to patients.

As a company, they are unfit to process personal data, let alone special category data such as medical records. They consistently ignore email communications, including legal notices sent under the Data Protection Act and obstruct all efforts to contact them by telephone. Meanwhile they continue to 'spy' on you, collecting and using your personal data without explicit consent. You use their app and even open their emails at your own risk.

25/11/2024 - Robert Knight
I am inundated with unwanted emails from Dr. Sarah Jarvis and it is impossible to unsubscribe from them. I am unable to log in, or create an account, or unsubscribe, or contact them, although I am repeatedly advised I have an account. Any attempt at speaking on the telephone to this organisation leads to a vicious circle of their complaints web page. This advises that they will deal with a complaint within 6 months! As far as I can see they serve no useful purpose whatsoever.
Subscribing is a complete waste of time - please avoid them at all costs.

I’m sorry to be writing a critical review because, for the most part, I have received satisfactory service for some years from Patient Access(PA), but recently they have managed to transpose my details with my wife’s such that, for reasons totally outside my control, I cannot log in and when I request to change my password (thinking it might solve the problem), I am sent a reset password message to my e-address but am addressed by my wife’s name and her mobile phone number is quoted for security authentication.
I have been in e-mail correspondence with their admin dept for two weeks, who either don’t understand the problem, or how to fix it!! I have asked repeatedly to delete my account and start again but this can’t be done either by me or by the lady with whom I’m corresponding. The last e-mail - after many previous e-mails - she has asked me if I’d like my problem to be passed to her manager YES, YES, YES, please fix your system to allow me to continue using it. Thank you.

Good when it works but there are problems all the time. Also my Surgery say they have linked my details with NHS website. When I go on there it says it isn’t linked. Nightmare.

If I could give zero stars I would! My GP practice is excellent and Ask My GP worked really well and I always got a prompt response. This seems to have replaced it. It was like Groundhog day getting registered and logged in. Eventually I got there. I then had no option to order my repeat HRT prescription as it said I have no repeat meds (I do!) I tried putting a query in the only box that let me type but that was just an online symptom sorter. No way of actually communicating with my GP practice. I was trying to avoid clogging their phone lines (and taking time out of my workday) ringing for a repeat prescription but that isn't an option. Not doubt another private company has been given this contract to provide a service and is doing that very very badly! Depressing!

The app is unusable. The setup is atrocious. Having finally been able to get access once, I am locked out again. I would give this zero stars if this was an option. Back to getting prescriptions from my GP.

This app is apparently owned by a private company.
I have been bombarded by sales pitches trying to sell me private medication.
I have deleted this rubbish app from my phone.
Certainly not worth any stars

It needs to stop being so anal on 'security'. To dump people - most of them probably not web natives - into gulping down an authenticator app before proceeding is ridiculous.

I have just been told by my consultant that my cancer has spread and that I will have another MRI scan to determine whether it is treatable. Less than 24 hours later I receive an email from Patient Access offering MRI scans at affordable prices. Is this coincidence?

This doesnt deserve a one. I cant gain access now through authenticator , no support from NHS just a set reply via email about a week later. This is too much security that doesnt follow.

Absolute waste of space!! AVOID!!!!! Just made our data LESS secure by forcing us to go to some random authenticator app - ON TOP OF already demanding a sign-in number, AND password AND keywords entry!!! They won't even endorse a specific authenticator app - so you're on your own if anything goes wrong! Usual lack of accountability!! Absolute rubbish and piss-take! Can't make an appointment on the useless thing and not even a fraction of repeat meds on it. Utter waste of time and resources. Protect your data and sanity - uninstall the useless thing!!

I only regret that I cant give this dreadful company less than one star. Their log-in procedure fails constantly, don't bother contacting their "IT"people , their idea of help is to sent a cut and paste email (almost a week later) with the instructions of "How To Login" - patronising crap, covering up the fact that they obviously have server and/or bandwidth issues - no doubt related to their profit margins ! A company THIS BAD could only exist in failing Britain.

The Patient Access website is incredibly frustrating to use. The entire sign-in process is a headache; even with the correct information, access is often denied. In the name of security, they've made the system nearly unusable. It’s not user-friendly at all—even with my media expertise, I found it challenging to navigate. Such a system is unfair to elders and those with less digital experience.

The new verification process is incomprehensible. I am now unable to order my repeat prescriptions because of it's clunky and unworkable 2stage verification. Is this the future? God help us

Logins are broken yet again. SMS verification (which is only the illusion of security anyway, so all the inconvenience is for no benefit) is either not sending out texts at all, or when it does, it doesn't accept its own codes.

If it fails to work more than three times, it locks you out, and also welcomes you back to its world of brokenness with a Google ReCAPTCHA; which, apart from being horribly ableist, is pretty worrying on the basis that I don't want Google anywhere near my medical information.

On the occasions it does let you in, it seems to be more interested in trying to sell expensive private healthcare than providing an actual service. The service it does provide is largely dysfunctional, poorly organised, slow and unreliable.

The entire experience is frustrating and unpleasant, and the last thing anybody needs when they require healthcare.

I've written to them several times about all of the above. On the rare occasion any response has been forthcoming it's invariably automatically generated or dismissive, and in both cases fails to actually address the problems. But mostly they're simply too haughty to bother.

I needed to update my details in Patient Access having transferred from another practice.

Despite having my new details to hand i cannot login and will shortly rung out of medication.

Today is the 3rd day and no one has contacted me.

I am immuno suppressed and felt sure someone would return my call in a couple of days.

Very disappointing and lacklustre service

The "one-off" PIN concept when linking to a GP in Scotland is just appalling. If it errors out when attempting to find your GP, the PIN has been used and is dead to the App. Only option is to go back to your GP for another registration letter and new PIN! I'm on my 3rd letter :-( and still no link for repeat prescriptions Who thought that was a good idea? Here is an idea - change the code so the PIN persists until a successful link. That way I can reuse to problem solve myself. SO much extra work for GP receptionists too!

Impossible to log in. Wouldn't recognise my password on a desktop, won't accept the code it sent on the app. Pointless waste of time.