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Do It Online

EMIS Patient Access

EMIS Patient Access is the main online service for Hedge End Medical Centre and replaces all previous services. Patient Access allows you to book and view selected appointments. You can also order and view your repeat medication. In addition, you can view your Medication and Allergies. Also, (if you wish), you can request to view coded details of your medical record (which will include: Immunisations, Laboratory Results, Consultations and Key Medical Problems).

To set up an account for Patient Access: 

You will need to come into the practice with Photo ID, such as a Passport or Driving License, etc. so that the practice can approve your application. Please present your ID to reception and ask for a registration form.

Each individual over 13 will need to bring their own ID in. The practice cannot accept ID on behalf of someone else. This is to make sure that the account that the practice are accepting for online access is the person who has presented with the ID.

As per NHS England’s guidance on Online Access, this is a mandatory requirement regardless as of whether you were registered for any other online services with Hedge End Medical Centre or if you have recently registered as a patient.

Once you have completed the above steps, please follow this guide to learn how to set up your account.

Please note: It is possible to set up a provisional account for Patient Access without bringing in your ID. This type of account has limited access - you will not be able order your repeat prescriptions and will only be able to book one appointment. It is not necessary to do this before bringing in your ID, but if you wish to create a provisional account, click here to go to the registration page and choose 'No' when asked if you have received a letter from your practice. If you have set up a provisional account, you can still bring in your ID at any time to be granted full access.

Due to the nature of having an online account for your Medical Record, etc. please be extra careful with regards to staying signed on, etc. If in doubt for example treat Patient Access how you would with an online bank account.

If you are having problems with the Patient Access system then please read the FAQ Section below before contacting the practice.

EMIS Patient Access Logo


FAQ - Last Updated: 20th April 2017

If you are experiencing problems with patient Access then please check the FAQ below or the full FAQ from EMIS Patient Access. Alternatively, for more information on the Online Services scheme, please read the FAQ from NHS England PDF document.

If you are still experiencing a problem, then please contact the I.T. Team at the practice.

Contents

What is i-Patient?

How do I register for EMIS Health’s Patient Access?

How do I register for EMIS Health’s Patient Access if I have received a registration letter from the practice?

How do I register for Patient Access if I am housebound?

How do I register for Patient Access if I am a Carer / Proxy for a Patient?

Can the same email address / mobile phone number be used for more than one account?

When registering, what if the system does not recognise my address?

When registering for Patient Access, I did not receive any emails?

Can children under 16 register for the online service?

How do I login to Patient Access service?

I have forgotten my User ID and / or Password, how do I reset it?

How do I update my E-Mail Address / Password / Security Question?

How do I book an Appointment?

How do I cancel an Appointment?

Why aren’t all appointments / clinicians available to book online?

How do I order a Repeat Prescription?

Why isn’t all my medication available to order online?

How do I view my Medical Record online?

How do I share my online Medical Record?

How do I STOP sharing my online Medical Record?

How do I export my online Medical Record?

What if I notice a mistake on my record when I am viewing my record online?

How do I gain access to my coded details of my medical record?

I am visiting the Patient Access website, but it does not look like what is described in this FAQ?

What if the Patient Access webpage does not load up?

How do I cancel my Patient Access account?

Can I continue to use my VOS account or the e-mail account?

What if I notice a problem with the Patient Access website?



Q: What is i-Patient?

A: i-Patient is another service similar to Patient Access which will allow you to access the same features as Patient Access. This guide refers to Patient Access, but you are welcome to register for either service. Please note though, support will be limited for i-Patient (or any other similar product) as the practices main system is Patient Access.

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Q: How do I register for EMIS Health’s Patient Access?

A: To Register for Hedge End Medical Centre's Online Services, (called Patient Access which is provided by EMIS Health), you will need to register on the EMIS Patient Access website.

If you have been given a letter from the practice, which looks similar to the registration form below, please go to the Registering with a Letter section. Alternatively, if you are registered housebound with the practice please see the Housebound section. Finally, if appropriate, please see the section on Carer / Proxy for a patient.

Once you are on the patient access website you will need to click on Register. You will then be asked if you have received a letter from the practice, select ‘No’ and follow the instructions.

The last stage of the registration will allow you to check your phone number and e-mail address. If this is incorrect, please update this on the appropriate screen.

THE LAST PAGE ON THE REGISTRATION SETUP WILL GIVE YOU A USER ID NUMBER WHICH WILL END IN 15967. PLEASE MAKE A NOTE OF THIS AS THIS IS YOUR USERNAME FOR LOGGING IN. Unfortunately, at the present time there isn’t a way to change this number.

Once you have completed the online registration form for your application YOU will need to come into the practice with Photo ID, such as a Passport or Driving License, etc. so that the practice can approve your application. Each individual over 13 will need to bring their own ID in. The practice cannot accept ID on behalf of someone else. This is to make sure that the account that the practice are accepting for online access is the person who has presented with the ID.

As per NHS England’s guidance on Online Access, this is a mandatory requirement regardless as of whether you were registered for any other online services with Hedge End Medical Centre or if you have recently registered as a patient.

You will be able to book one appointment before confirming your ID. Therefore, please bring your ID with you to that appointment or at your earliest convenience.

If you do not finish the registration process by bringing your Photo ID within 3 months of applying for an online account, your registration may be deleted. This does not prevent you from registering for a Patient Access account in the future. However, you will need to start the registration process again from the beginning.

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Q: I have brought in my ID and filled out the registration form at the desk. What do I do now?

A: Click here for the instructions on how to set your account up once you have reached this stage.

Click here for a downloadable PDF version.

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Q: How do I register for Patient Access if I am housebound?

A: If you are registered housebound there is a slight difference to the registration process. If you are housebound and cannot visit the practice then please contact the practice for advice. 

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Q: How do I register for Patient Access if I am a Carer / Proxy for a Patient?

A: At the moment there is not a way for a Carer / Proxy of a patient to have access to the patient's notes. This is being reviewed nationally and the practice will do what it can once more resources are available.

As a practice, we can only register the individual patient. What the patient then decides to do regarding passing on their login details to their Carer / Proxy, etc. is completely down to the individual.

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Q: Can the same email address / mobile phone number be used for more than one account?

A: Yes, although please be aware that notifications regarding each patient will be visible to anyone who has access to the email address. The practice cannot be held responsible for a notification being visible to the wrong patient.

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Q: When registering, what if the system does not recognise my address?

A: The practice has found that on some occasions, certain addresses (such as some flat addresses) are not being recognised when you are registering and you may receive the following error message:

The details you have entered do not match the details stored on your practice system. Please check these details and try again. If you are still unsuccessful please contact your practice for assistance.

If this happens to you then please visit the surgery with your Photo ID and the Reception team can then produce a registration letter for you. Once you have received this letter you can continue as per the registration process above.

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Q: When registering for Patient Access, I did not receive any emails?

A: If you are having issues with not receiving emails regarding registering for Patient Access please review your security / spam settings on your email account. This especially applies for BT Internet and Hotmail users as there have been known issues surrounding these types of accounts in the past.

If you have done this but are still not receiving any emails, then please contact the I.T. Team at the practice.

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Q: Can children under 16 register for the online service?

A: Yes. Generally, the accounts for children under 13 will be managed by their parent or carer, over 13s will be asked to reregister and given the opportunity to allow their parents to manage the account on their behalf.

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Q: How do I login to Patient Access service?

A: Once you are registered, go to the EMIS Patient Access website and enter your Username and Password in the yellow Sign in section.

The User ID and Password is what you created upon registering for the EMIS Patient Access system.

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Q: I have forgotten my User ID and / or Password, how do I reset it?

A: On the login page there is an ‘I forgot my User ID or Password’ option which will enable you to recover your User ID / Password.

Please Note: There is a 'Get my user ID' option just above the Sign in section. This method is for another provider and therefore will not work for our patients. Therefore, please use the method mentioned above.

For security, as part of the reset process the system will send you an e-mail and a text message. If the practice does not have your mobile on file, please inform the practice of this, so the practice can record it onto your medical record.

Due to security settings, if you have three unsuccessful attempts to sign in, your account will be locked for 1 hour. The practice cannot unlock the account at the practice. However, if you are locked out of your account for more than one hour or you have tried unsuccessfully to recover your password, then please contact the I.T. Team at the practice. The practice will then reset the account and send you the appropriate paper work.

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Q: How do I update my E-Mail Address / Password / Security Question?

A: Once you are logged in there is a ‘Update your details’ section that will enable you to change your Address, E-Mail Address and Phone Numbers. There is also a ‘Change password’ section that will allow you to change your password. In addition there is a ‘Change security questions’ to enable you to change your security questions. These three sections are available on the home page once you have logged in.

Once you have updated your contact details those details are then automatically sent back to the practice for us to approve and update on your record. Therefore, if you change your communication details please update them on Patient Access as soon as possible, so that the practice has the most up to date communication details for you.

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Q: How do I book an Appointment?

A: Once you are logged on the home page you can see your appointments that you have booked via Patient Access only.

To book a new appointment click on the ‘Book an appointment’ link. From here you can select the appointment type. You can then see what doctors are available and on what date. Once you have found an appointment you would like, select it by clicking on the appropriate time. It will then ask you for a brief reason for the appointment. Once you are happy with the appointment, press the ‘Book’ button. It will then say that ‘you have successfully booked your appointment with…’ If you do not see this page your booking has NOT gone through to the practice.

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Q: How do I cancel an Appointment?

A: If you are cancelling an appointment within 1 working day before your appointment, please cancel this by ringing the reception team on 01489 785 722.

For all other appointment cancelations, once you are logged in on the home screen you can see your booked appointments. From here you need to press the ‘Cancel’ button. It will then ask you if you are sure. If you are happy to cancel the appointment again press the ‘Cancel’ button. It will then confirm the cancelled appointment. If you do not see this page your cancelation request has NOT gone through to the practice.

If you wish to re-arrange an appointment it is advised that you book the new slot before cancelling the original appointment.

At the current time you can only cancel appointments booked via Patient Access. To cancel any other appointments please contact the practice.

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Q: Why aren’t all appointments / clinicians available to book online?

A: Routine appointments are available for all of our GPs. If your clinician’s name is not displayed when you are booking your appointment then this means at that time there are no appointments available for that clinician. In addition, if there is nothing past a certain date (normally 4 weeks ahead) then that means that at that time the practice only have appointments available up to that date. If you log in about 4 weeks before your desired appointment date there should have some available then.

Nurse appointments are not available to book online as the nurses all have different skills, and procedures take different amounts of times.

Phlebotomy (blood taking) appointments are available to book online. Please make sure you have the blood form when you attend the appointment.

The practice are open to the idea of being able to book other appointment types, such as clinical reviews, etc. in the future and will continue to review the Online Services to work out the most effective way to implement these changes.

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Q: How do I order a Repeat Prescription?

A: Once you are logged in on the home page you can see your prescriptions that you have ordered via Patient Access. To order a new prescription click on the 'Make a request' button. You can then tick the medication you require and say where you will be picking the medication up from in the first box underneath your medications. If you need to, you can put a comment in the comment box towards the bottom of the page. Once you are happy with your request, press the 'Submit Request' button at the bottom of the page. You will then need to confirm your request by pressing the 'Confirm' button (shown in a red circle in the image below). It will then say that ‘Prescription request confirmed' (as shown in the second image below). If you do not see this page your prescription request has NOT gone through to the practice.



Confirming your Prescription

Confirming your Prescription Request



Prescription Confirmed

Confirmation that your Prescription Request has been sent to the Practice



Please note that the Patient Access system does NOT e-mail you a confirmation of you repeat medication request. To see the progress of your repeat medication you will need to look at the Repeat Medication section on the home page.

  • Requested = Your prescription request has been sent to the practice
  • Accepted = Your prescription request has been processed by the practice and is now waiting for a Doctor to sign it ready for you to pick up (at the surgery / pharmacy)
  • Rejected = Your prescription request has been declined. If you are not sure why this is, please contact the practice

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Q: Why isn’t all my medication available to order online?

A: There are a few reasons why your medication may not be able to be ordered via Patient Access:

  • Each medication is prescribed to you with a number of issues. Once these issues are up you may need a review. If your medication falls into this category you may not be able to order it online via Patient Access.
  • Certain medication will be prescribed to you as an acute medication. There are many reasons why your GP has done this. The ordering system will only allow you to order your repeat medication. Therefore, if you have any acute medication that you would like on repeat please speak to your GP.
  • In addition, medication that has been processed as a Batch Prescription cannot be ordered via Patient Access. These can be requested directly from your chosen Chemist / Pharmacy.
  • Some medications may not be legally allowed to be requested online via Patient Access. Therefore, you would need to contact the surgery directly to order them.

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Q: How do I view my Medical Record online?

A: To view your Medical Record via the Patient Access system once you are logged in, click on the ‘View your medical record’ button in the Medical Record section. This will then show you a Summary of your Medications and Allergies.

In addition, if you have been granted full access to the coded details of your medical record it will show you the above, along with Immunisations, Laboratory Results, Consultations and Key Medical Problems.

If you have not requested full access to the coded parts of your medical record and you would like to, then see the Detailed Coded Record section below.

You can navigate your medical record by using the headings on the left hand side.

If you are unsure what certain bits of your medical record mean, you can press the ‘i’ button next to each section for more information on that entry.

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Q: How do I share my online Medical Record?

A: EMIS Patient Access allows you the ability to share your medical record, which is an easy way for you to quickly and securely give access to your online medical record. The shared record will be available for 24 hours via a unique link and secured using an access code. Patients can select the areas of their medical record which they want to share and have the option to stop sharing access at any point.

Hedge End Medical Centre advises you to do this with caution as the shared sections may contain sensitive information from your medical record. It is therefore, your responsibility and Hedge End Medical Centre accepts no responsibility for sharing your record.

To share your Medical Record via the Patient Access system once you are logged in, click on the ‘Share medical record’ button in the Medical Record section. This will then ask you what aspects of your record you wish to share.

Once you have selected the parts you wish to share and have agreed to EMIS terms and conditions, click the ‘Share record’ button.

You will then be shown a link and a QR code as well as an access code to your medical record. You can then share the link / QR code along with the access code.

When the person(s) you are sharing your record with go to that link they are asked to enter the code. They will then see the data you selected as of when you shared it.

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Q: How do I STOP sharing my online Medical Record?

A: The shared data will automatically stop after 24 hours. However, to stop share your Medical Record via the Patient Access system before then, log into Patient Access and click on the ‘Share medical record’ button in the Medical Record section. On the right hand side you will then see a section called ‘Shared record history’.

To stop sharing your record, press the ‘Stop sharing all’ button. You will then be asked to confirm your request. If someone goes to the previously active address now they will be presented with a message saying ‘The shared medical record you're trying to access does not exist or is no longer available’.

In addition, you can see how many times this data was viewed. If you click on the ‘Viewed x times’ text it will display the date and time of when it was viewed along with the viewers IP address.

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Q: How do I export my online Medical Record?

A: EMIS Patient Access allows you the ability to export your medical record. Hedge End Medical Centre advises you to do this with caution as exported files may contain sensitive information from your medical record. It is therefore, your responsibility to ensure that any files you download are stored securely and protected from unauthorized access. Hedge End Medical Centre accepts no responsibility for exporting your record.

To export your Medical Record via the Patient Access system once you are logged in, click on the ‘View your medical record’ button in the Medical Record section. You can then export your record by navigating to the ‘Export your record’ section on the left-hand side.

Once you have selected the parts you wish to export as well as selecting the file format you wish to export it to, press the ‘Export’ button. The file will then be available to download.

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Q: What if I notice a mistake on my record when I am viewing my record online?

A: If you are unsure about something on your medical record or you are querying as to why something is on there, please discuss this with your GP the next time you see them. Alternatively, you can put your request in writing and the practice will deal with it accordingly.

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Q: How do I gain access to my coded details of my medical record?

A: To access to the coded details of your medical record, which in addition to Medications and Allergies also includes Immunisations, Laboratory Results (once they have been reviewed by a GP), Consultations and Key Medical Problems, you will need to fill in a Patient Services Registration form for Detailed Coded Records per patient. This form is also available at Reception.

Please note this service is only available for patients already registered with Patient Access and have been registered at the practice for at least 6 months. Any new patients will need to wait for the 6 months to pass to allow time for your medical record to be summarised onto our clinical computer system.

Once you have completed the DCR Registration form for your application YOU will need to come into the practice with TWO types of ID, such as a Passport, Driving License, Bank Statement, etc. Between them they will need to confirm your likeness (via photo) as well as your current address.

Please note the practice cannot accept utility bills and we cannot use one ID twice (i.e. a Driving License cannot be used to confirm likeness and Address).

Each individual over 16 will need to bring their own ID in. The practice cannot accept ID on behalf of someone else. This is to make sure that the account that the practice is processing for detailed coded record access is for the person who has presented with the ID.

As per NHS England’s guidance on Online Access, this is a mandatory requirement regardless as of whether you were registered for any other online services with Hedge End Medical Centre or if you have recently registered as a patient.

The request is then processed by a member of the administration team in partnership with your Named GP. The Named GP will have the final say on whether it is appropriate to allow access to the coded details of your medical record. Please note that this decision is determined by your Named GP and not the administration team.

If your Named GP has agreed that you can have access to your medical record then this will be granted and then the next time you log into Patient Access you will be able to see the coded details of your medical record.

If your request has been declined, you will receive a letter informing you why this is.

Please allow up to 28 working days to process your request.

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Q: I am visiting the Patient Access website, but it does not look like what is described in this FAQ?

A: Please be advised that there is a similar website to Patient Access called Patient Services. This service is also used to access your online patient account however it is for INPS Vision patients only. As the practice is no longer with INPS Vision that service will not work with our clinical system.

To confirm you are on the right website you should see the Patient Access logo (similar to the image below) on the top left of the screen.

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 EMIS Patient Access

EMIS Patient Access Logo



Q: What if the Patient Access webpage does not load up?

A: The Patient Access system is used at multiple surgeries across the country. As a result of this on the rare occasion it can experience a lot of traffic at certain times.

If it does not load up first time please try accessing the website at a different time of day. If this does not work then please try using another Internet browser. Alternatively, EMIS Health has a EMIS Patient Access Service Status page. This is where they inform the general public that there is an issue as well as what they are doing to resolve it.

If the EMIS Patient Access website does not work after at least 3 attempts at different times of day and there are no know issues reported on the Patient Access Service Status page, then please contact the I.T. Team at the practice.

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Q: How do I cancel my Patient Access account?

A: To cancel your Patient Access account, please contact the practice in writing and the practice will disable your account for you.

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Q: Can I continue to use my Vision Patient Services account?

A: No. All other systems are turned off from the middle of May 2017. Therefore, the only way to access Hedge End Medical Centre’s online services will be through EMIS Patient Access.

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Q: What if I notice a problem with the Patient Access website?

A: The practice does not control the Patient Access website. This is maintained and run by EMIS Health. If you are having a problem with the website or would like to request a change / additional feature added to the site, you will need to contact the Patient Access team directly. This can be done via the EMIS Patient Access Help section.

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Further FAQs will be added as the system becomes used and feedback from patients is given.






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