Patient Access

When it works, it's great: easy medication tracking, lets you know when your repeats come due, with push notification reminders if you want them. Access to past test results, non-emergency messaging with your GP surgery, and features that can be enabled for various kinds of appointment, though my surgery don't use the latter. But it often doesn't work, and after the most recent update mine won't even load the login page, let alone let me in to order repeats. I've had to go back to the NHS App.

The 60MB native app download adds little value compared with a bookmark to the website. It requires the password instead of a revocable login (such as with OAuth), so you can't use a good password because you'll be typing it in on a tiny phone keyboard every time. But you also can't change your password to something easy to type because of the password rules. What's most annoying is that it has same short timeout as the website. You can't open a page ready to show a doctor/pharmacist because it'll log you out by the time you get there! I hope the product owner will change it according to the different use cases for the app.

Awful since the memorable name was introduced! It's diabolical. I have changed it so many times, I have even had my partner and friend both help me with 3 different memorable names and all were the correct characters, it didn't accept anything. Are 3 people wrong? It will not allow me to log in and continually says the memorable name is wrong. It is not. The app is now awful, and I am looking at alternatives it's become so hard to use, in fact not even able to use.

Was good. But since there are so many security protocals to go through everytime you log in it has become a nightmare to use. Also the dates never add up on repeat prescriptions. They never account for the fact that it can take time before your able to collect meds. Even though at the top of their app/site it states (takes 3 working days to process) so they never add that onto the amount you have to last, so you end up without for a few days if its something you have to take on a regular basis.

Installed and opened. Tried to sign in and advised my browser doesn't support it! What's the point then? Never had any issues like this with apps before. Yet another private company failing it's contract. Easier still just log on using a browser anyway. That's all the app. achieves, or not. Can't even log in through a browser now. Correct details submitted. Can't try more than 3 times or the account is locked!

When you can gain access the App is good. However, the app keeps telling me the characters from my memorable word are wrong (they're not). It appears the app cannot remember my memorable word, it may also for example request the 15th character from my word, which is hard when it only has 11. I've had this problem many times in the last 6 months, and although I've emailed Patient Access nothing has been done to correct it. This doesn't help when shielding as I cannot leave the house.

Impossible to log in, keeps locking me out and asking me to reset my password. I've now tried this 4 or 5 times without success. When I changed the password, it asks me if I want to update saved password, then inserts the old one in the form! I can't even contact technical support to complain about it - because I need to be signed in. Complete waste of time - uninstalled!

No good for families. The last patient access I was able to log in to mine and my children's account with ease, with the app remembering multiple registration numbers. With this one you have to register an email to access your account. You can only do one so I have to look up my children's registration numbers and enter them manually each time. Not user friendly!

This app, as well as the web interface, has been broken for months. I have logged tickets with their technical support but aside from an auto responder, there is no response and the bugs are not being fixed. For months I have been unable to login. Now it seems we can login but then you can't get past the sign on step. Really really bad... I need to be able to order meds!

Not fully stable, hangs a bit, FAR FAR FAR too much security, more than my bank, will not allow me to constantly use my fingerprint, I keep having to enter details, plus memorable word, no need for a memorable word at all, and now it's started sending a text code to login on top of all that which is not even copy/paste-able. Just let us use our fingerprint consistently all the time, as long as it works don't ask for anything else. If it's good enough for my bank it should be good enough for you.

Too many login details needed, even on the app on your phone: a memorable word, my password, my login name, and then a code sent to my phone. The "eye" button to reveal a password as you type sgould be darker and in by default. Less tech-savvy older people with memory, arthritis and hand mobility issues may have trouble using this app. Actually re-ordering a prescription was easy, but logging in is a chore.

I think that previous version when the app remembered each long individual number was easier than when it changed to using your email address, as someone completely missed the fact that there's sometimes more than one person from one family using it. So now me for me and for my 3 children need different emails to log in. It should be one email for the parent and all the children should be accessible in the same account. I found it a pain in my backside that I have to keep checking login details for every member of my family to order a prescription. Ends up it doesn't make it easier.

Wide scope for improvements! The app would be more useful if more than just Dr appointments were available to book. I far more frequently see the nurses and phlebotomists in clinics and it would be much more helpful to be able to manage those appointments here. Also the range of appointments with clinicians could be better, my surgery offers the option of telephone consultations and home visits which are not yet bookable via the app. What it does offer seems to work fairly well though.

Good app. Easy and convenient to use at anytime. Prescription request goes directly to the surgery (despite what day it might be), which speeds up the process and a faster result. The app can be used 24/7 to book GP appointments, order repeat prescriptions and check your medical record. Ideal for those working and preference to order their medication over the weekends. Highly recommended, you won't be disappointed!

Since the implementation of the 'memorable word' security feature I can no longer access my account. I'm entering the characters correctly and have even reset my memorable word just to make sure and it still doesn't work. The app used to work fine and sign in was quick and easy. I could quickly order my prescription with no problems. Now the app is unusable. The memorable word feature should be optional. A simple verification via a code sent in a text message would be much easier.

Had problems booking an appointment. Had to type in a reason for my appointment. This brought up my keyboard. However after I typed in the reason there was no way to close the keyboard down and it was obscuring the 'Next' button so I could complete my appointment. After 10 minutes trying to sort thus out I managed to find a work around by pressing the return button repeatedly so the page moved down and I was able to press the 'Next' button.

It's ok, and will seem simple after a few goes, but it's nowhere near as easy to negotiate as the previous app. The last one was well laid out, simple and easy to understand, it also didn't require clicking through various pages. It's easy to forget that a large part of your target audience are old (like me), also your "I've forgotten my password" system is crazy and makes no sense, get a computer dummy to review it.

Log in security is now too complicated. Used to require just 1 password. Now you need 2 passwords (the second one being random letter verification). Further more, each time you log in, an email is sent to you as a security alert! It used to be a simple access app. It doesn't contain any financial data, and should not require such over-complicated and unnecessary security level. Having said that, the rest of the app is excellent. They just need to sort out the log in security process.

It worked fine when it did. Biggest and annoying problem is their lack of smooth password resetting. I have tried several times, each time I saw a message telling me that a code had been sent to my phone, which never arrived. When contacted, they kept sending how to reset password links. Wouldn't and couldn't reset the password over phone. Had to cancel and re register the account. The surgery can't help as they have surrendered their freedom to the supposedly "patient-friendly" app! All in all leaves the whole process unsatisfactory.

Very good for essentials like booking appointments: ordering repeat medication; viewing test results etc. However, the app is littered with lots of other distractions which are not necessary, and this detracts from the overall experience. If I want to research something I can google it when I need to - I don't need the app to keep notifying me! Also, logging in is awkward, having to remember yet another set of credentials. A finger print login option would be much better for many users.