App support for GP practices

If you have any questions or need help with technical issues about the App, contact us through the DHCW Service Desk. 

What to include in your request for support

To be completed by the practice.

1. Background information. Provide some background information such as impact on patient, location, and browser type.
2. Impact. For example, what feature, service, patients, are affected.
3. Clinical systems supplier. EMIS or Vision.
4. Clinical system checks. You may wish to check the clinical system to rule out any issues with the patient record online service configuration or any issues with the practice configuration settings for online services.
5. Patient name.
6. Last 4 digits of NHS number.
7. Organisation Data Service Code.
8. Date and time the patient experienced the problem. Not when they informed the GP practice.

Helping patients report problems within the App 

If patients have a technical problem with the App, or want to give feedback, they can use the feedback button visible on each page of the App.  

If they cannot see the feedback button, they’ll need to switch on optional analytic cookies by: 

1. Going to More.  
2. Selecting Account and settings.  
3. Selecting Legal and cookies.  
4. Selecting Manage cookies. 
5. Allowing optional analytic cookies. 

Cookies are small files used to make websites faster to access and easier to use and provide greater functionality for users. Find out more about cookies. 

If they prefer not to allow cookies, they’ll need to report the problem using the reporting technical issues and feedback form. 

If the patient reports an issue using the “I have a problem with the NHS Wales App” route in the feedback form, they may receive an email response from the Service Desk.