Why we're expanding our 'Authorised access' pilot before wider rollout
By the NHS Wales App team
Giving trusted family members or carers access to someone else's NHS Wales App account is one of the most requested features we hear about from patients and the people who support them.
Over the past year, two GP practices have been piloting the NHS Wales App's 'Authorised access' feature. The pilot has run for longer than originally planned, and we're currently evaluating how the process works in real-life settings and where improvements are needed before wider rollout.
What we've learned is that Authorised access can provide real benefits, but the process needs to work well for patients, carers and GP practice teams alike.
What we've learned so far
Speaking with pilot practices has helped us identify a number of practical challenges that can make the process more difficult than it needs to be.
For GP practices, these challenges include:
- supporting patients who have not yet downloaded or registered for the NHS Wales App
- finding private space for conversations and identity checks
- carrying out capacity or safeguarding assessments when they may be needed
- managing situations that do not fit neatly into standard guidance
- printing, completing and storing paper consent forms
For patients and carers, challenges include:
- attending the practice together to verify identity
- needing more than one appointment to get set up in some circumstances
- needing to download and register for the app while at the practice
- having the right forms of identification available when needed
Many of these issues are not unique to the NHS Wales App. They reflect the importance of getting identity, consent, capacity and safeguarding decisions right when giving someone access to another person's health information.
Why we're expanding the pilot
Before making Authorised access available more widely, we need to make the process as straightforward as possible while maintaining appropriate safeguards.
The next phase of the pilot will focus on improving the experience for both patients and practice teams.
We're exploring ways to:
- gather information before appointments take place, helping practices identify what support is needed in advance
- reduce avoidable follow-up appointments where possible
- provide clearer guidance for more complex situations, such as foster carers
- help patients and carers prepare before attending an appointment, including downloading the app, registering and bringing the right identification
By addressing these challenges now, we can better understand how the process works across a wider range of circumstances and practice settings.
Why we're questioning every step
We recognise that patients, carers and GP practices are keen to see Authorised access become available more widely.
At the same time, this feature involves giving access to sensitive health information. Any process needs to balance convenience with the right checks to protect patients and support healthcare professionals in making safe decisions.
We're therefore taking a phased approach, expanding the pilot and using what we learn to improve both the service and the guidance that supports it.
We'll continue to share updates as the work progresses.