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App support for GP practices

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

In the event 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. Practice ask patient to come in at 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. Patient should now be able to access all the services the practice has made available to them.

Please note, DLM890 has been deployed to resolve this issue.

Should this occur for any of your patients please log a service desk call, providing the minimum data set. DLM890 now deployed to all Cegedim sites should reduce these issues going forward.

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 as 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