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App support for GP practices

Troubleshooting: Cegedim practices - no verified email address in Vision system

If a patient is unable to connect to any features within the App, and has been through the process of verifying their identity in NHS Login, the Practice may need to check the following within the clinical system:

  1. The practice asks patient to come in at their earliest convenience to verify their identity.
  2. Add and verify the patient’s email address.
  3. Add the type of identification.
  4. Click ‘Upgrade OSU Account’ (this might also appear as ‘Create Online Account’).
  5. The patient should now be able to access all the services the practice has made available to them.

If this happens to any of your patients, log a service desk call and provide the minimum data set. DLM890 has now been deployed to all Cegedim sites to reduce this issue from happening.

Contact us

If you have questions or need help with technical issues about the App, email the DHCW Service Desk, including ‘NHS Wales App’ in the email subject line and provide the minimum data set below.

Ticket minimum data set details

To be completed by requestor (the GP practice)

Background on issue Provide background on the issue, such as patient(s) impacted, location, browser details
Impact for example, what feature/service/patients are impacted
If issue is related to an issue between the NHS Wales App and clinical systems supplier, please state which one EMIS/Vision
Clinical system checks performed (Y/N) Have you checked the clinical system to rule out an issue with the patient record online service configuration or an issue with the practice configuration settings for online services?
Patient name  
Last 4 digits of NHS number  
GP ODS Code (W code)  
Date and time the patient experienced the issue Not when they informed the GP of the issue

 

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