NHS login woes

Ectophile

A week or so, I discovered that it's possible to arrange a GP appointment through the NHS web site, rather than having to phone the GP - which is always a difficult process at most GPs.

No problem, I thought.  I already have an NHS login, as I have been using to report lateral flow test results.

First problem.  They don't warn you at the start of the process what information they are going to ask for.  That information is on the web site, but you have to go and look for it - they don't tell you when you start the application.  I have no idea what my GP's practice number is, or my registration number with the GP.  So I opt for the alternative route.

The alternative route is that you have to upload a picture of some photo ID, and then record a video of yourself reading a 4 digit security code.  Try doing that at a normal desktop PC.  I managed the driving licence bit using a digital camera, taking the memory card out and connecting it to the PC.  But the video part failed completely.  The web site couldn't see my webcam.  If they had warned me in advance, maybe I could have adjusted the security settings to make it work.  But by that point I was 90% through the application process, and I had to abandon the whole thing.

So I started again on my phone.  The phone really didn't like photographing my driving licence (the fuzzy photo on it confused its auto-focus), but eventually I got something half-decent.  And I recorded the video.  Application complete.  It told me it would take 24 hours to go through.  Maybe a bit longer if they were busy.

At this point, I gave up and phoned my GP.

A week passed.

Today, I got an email telling me that my NHS account has been locked.  I cannot log in to do anything any more.  The Personal Demographic Service National Back Office are pondering on it, trying to tie up my details.  They may contact me with more questions, but they haven't told me what those questions are.

I have no idea what further information they could possibly want.  The NHS knows my name, address, date of birth and NHS number.  The name and address and date of birth match the ones on my driving licence.

So after enduring their over-complicated registration process, I'm now worse off than when I started it.

Ectophile

Since I haven't heard any more from them, I have made a complaint to the NHS.  Their web site says what is supposed to happen if your application fails - they should send you an email telling you what's wrong and giving advice on how to apply again.  I cannot do that because they have prevented me from even logging in.

Lavendyr

I have to say I had no issue registering with the app. I was able to enter the name of my GP practice and the app found it. So didn't have the issues that you've had. I'm sorry it's been frustrating for you.

marlot

Don't hold your breath.  I have the App.  It shows upcoming my upcoming appoint with the surgery physio.  But it consistently says there are no appointments available to book online.

Murphybear

I use it a lot, to make appointments, order meds and look at blood test results.  It’s very useful.  I’ve had no problems at all. 

Ectophile

Since I emailed the complaint, I have had another email telling me that there's a discrepancy in the information I provided.  But I still have to wait until they decide to contact me to sort it out.

Ectophile

Well, after giving them my name, every address I have ever lived at, and my dependent's details (none), they have finally let me back in!