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Quick reference guide

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Who can use the NHS Wales App?

To use the NHS Wales App, patients must:

  • be registered with a GP practice in Wales
  • be aged 16 or over
  • be able to prove their identity (photo ID such as a passport or driving licence)

Patients will also need their own individual email address. This is because their email address acts as their unique identifier for pairing their NHS login account to the NHS Wales App, and therefore can’t be shared.

They will also require a mobile phone number, for two-factor authentication. This phone number can be shared between patients.

 

How to download the NHS Wales App

Patients and the public can download it from App store and Google Play searching for "NHS Wales App". They can also view on a web browser at https://app.nhs.wales and https://ap.gig.cymru 

 

The patient does not have a photo ID. How can they sign in for the NHS Wales App?


Currently patients without a valid photo ID are not able to use the NHS Wales App for most available services. We are working on a Wales verification system with NHS login. As soon as that is available we let practices and patients know. This is expected to be available in spring 2024. Find out more about NHS login and levels of verification

 

Patients are reporting issues registering or logging into the App. How can they get support?

In order to sign in and use the App, patients must have an NHS login, a service managed by NHS England.

If patients are having problems with their NHS login account, they will need to visit the NHS login Help Centre Help Centre Home (login.nhs.uk). The Help Centre has guidance and support for issues with NHS login. It also provides details on how to contact the NHS login support team.  Contact Us (login.nhs.uk)

NHS login is only available in the English language, which we have special Welsh Gov dispensation for.

 

Patients are reporting issues accessing the NHS Wales App features, even though they have been successful logging in using NHS login

For Vision patients some who have used NHS login to verify themselves fully may not automatically be passed to the clinical system. The practice must:

  1. Add and verify the patient’s email address.
  2. Add the type of identification.
  3. Upgrade the OSU account to enable services.

This is something that is being worked on. However, the resolution will not apply retrospectively. This means some people may still need the manual process.

 

Patients are reporting issues with the NHS Wales App. How can they get support?

If the issue is not related to NHS login, then encourage patients to visit the NHS Wales App help and support pages. They can access Help and support pages by selecting the Help icon on any screen. 

If they have a technical problem with the App or want to give feedback about the App in general, they can send feedback within the App using the feedback button at the bottom of the screen. They can also do this from the help pages. 

If you have questions or need help with technical issues about the App, please use the self-service Service Point portal or email it.servicedesk@wales.nhs.uk, including ‘NHS Wales App’ in the email subject line.

For more information about minimum data sets to include with service desk queries, see App support for GP practices.

 

Patients are reporting that they can’t view appointment slots, although we have appointments available

The NHS Wales App will show any appointments you have made available for online booking within the next 16 weeks. The number of bookings one patient can make can be limited as set within the GP system configuration. 

 

Patients are unable to view their prescriptions due to be ordered, or acute medicines

The NHS Wales App will only show medicines that are due to be ordered in the next 28 days. The NHS Wales App does not currently support non-repeat prescription ordering. They can view a list of their acute, current repeat and expired repeat medicines within the My Health section, under Prescriptions.

 

Patients are requesting access to their Health record. How can the practice support it?

Practices should have Summary Care Record (SCR) enabled for all patients as standard. 

A patient may request further information access to the Detailed coded record. This needs to be approved through a patient request to the GP practice. It is a practice’s responsibility to check the information before releasing to the patient.

See the DHCW internal Primary Care Website for further considerations to be taken on board prior to releasing record access: Practice Resources for Detailed Coded Medical Record (sharepoint.com)

If a Practice does not wish to make this service available, it is advisable to communicate this via their practice website to help manage patient expectations.

Find out more about access to patient records and safeguarding