By putting the right processes in place, you can help to ensure that your patients are receiving a consistent and satisfactory experience when they access GP online services through the App.
If an appointment can be booked over the phone, consider making them available on the App.
Find out more about appointments
The App allows practices to make health records accessible to patients, up to their detailed coded GP health records. Your practice should have a process in place to manage detailed coded record requests, and consider safeguarding and patient privacy issues.
Find out more about health record access
If your practice has more than one location, ensure that all branches are set up in the same way for access to appointments, prescriptions and records on the App. Note: If you have more than one location, the App’s repeat prescription journey includes a free-text field that asks the patient to state which site they want to pick up their prescription from.
A widespread adoption of the App will help practices manage patient load. It can ease time spent on administrative tasks such as booking appointments and repeat prescription orders. For patients, it allows an easier and more convenient access to practice services, at a time that suits them, and improves patient care through better use of digital solutions. Your practice can support this by promoting the App and encouraging patients to use it.
Download promotional materials for your practice
As patients become aware of the App, they may have questions for patient-facing staff at the practice. Staff are not expected to provide technical or system support about the App, or teach patients how to use its functions. However, staff may benefit from familiarising themselves with how the App works, and how patients can get help and support. Patients can also leave feedback within the App and on the App help and support pages (apphelp.nhs.wales and helpap.gig.cymru). This helps us to continue to make improvements.
Find out more about patient help and support for using the App
Patients can toggle between English and Welsh throughout the App. Primary care providers have a duty to provide messages for users in both English and Welsh unless the patient’s language preference has been noted. See more about configurable messages
You can include information about clinical staff’s spoken languages and gender to help patients make appointments. Find out more about appointments
We are here to support you as your practice staff and patients adopt use of the NHS Wales App. While this toolkit will answer many of your questions, and we also offer additional support.