Patient Access Reviews 1,185

Internal Server Error.
Again and again and again.

Totally useless and hopeless system. Doesn't warrant even one star. The authenticator app code doesn't work so getting into the system is impossible.

total joke trying to log in to my account keeps throwing me out

Not accepting their own codes. Not the first time it’s done this. Tried to get in via nhs, but that won’t work either. Definitely easier to view my Bank Account

Patient Access is the worst system it's been my misfortune to use. Clunky, hard to access, impossible to contact a human operator to try to fix.

Also, I note some comments here saying "don't blame the NHS, it's not their system". It may not be, but it was someone in the NHS (my GP) that initially pushed me to use it. Also, as I'm in Scotland I can't use an NHS log-in (it tries to force me to use some 3rd party 2FA app) whereas patients in England can. So I'll blame the Scottish NHS for that.

In principle I don't want to blame the NHS, but the solution is in their hands:
The NHS should cut all ties with Patient Access and have a simple system run centrally that all patients can use to log in. That would have a ton of work at doctor's surgeries, reduce non-attendances at appointments, etc.
Get it sorted.

For reasons way beyond me the prescription request/reorder system is no longer functional. There is no coordination between the software, the surgery and the pharmacist; in fact it is now more efficient to get prescription requests from the surgery.

I'm very old and not that computer literate; a nap to me is what I have on the sofa most afternoons. I can't use this.

I have written to Patient Access three times recently regarding the problems caused by their introduction of Third Party Access (TPA),
I also referred them to the 200 plus complaints on this website.

I asked them why it was introduced as existing security seemed more than adequate. Was consideration given to the problems its complexities it could cause to the majority of users who were not experts in computer
technology; Were there any plans to withdraw TPA.

I am sorry to say I have had not one reply or response from Patient Access, and no doubt readers will draw thir own conclusions for the cause of this discourteousy. They seem determined to make things as difficult as they can for their users as they do not display a phone number anywhere. This ensures that their staff are not disturbed by those pesky users making phone calls

I am forwarding my correspondence to Wes Streeting the Health Minister, and also referring him to this website, so that he is aware of how Patient Access, whom I assume receive funding from the NHS, appear to have so little interest in the problems they have caused to so many patients.

UPDATE 7 NOVEMBER

Email to Streeting apparently passed to some department who told me I might get a reply in 28 days.
I wonder if i will eventually get a meaningful reply, but I fear if anything eventually comes at all it will be from
some under-employed civil servant working from home who migh stir himself/herself to cobble together a cut and paste response.

I have used Patient Access to order repeat prescriptions via a web browser, successfully for many years. Problems as reported by Crockery Peeps on 17th. September, are the same as the problems I have 2 weeks later! Nothing has improved, the help provided dose not state that the problems are from them and the things they suggest you try are pointless . No indication is given when or if it will be fixed, in the meantime it is a annoying complete wast of time.

Crockery Peeps 17th September 2024
Since multi-factor authentication was introduced months ago, I have been unable to access my data which I had been doing successfully since joining in 2020. None of the instructions sent by the so-called ‘support team’ actually work. It took weeks to get a reply from them and I had to find my own solution to actually get back into the app at all. On doing so it’s forced me to use the NHS app to access my data (the NHS app does work for this) but on registering the Patient Access app with the Authenticator app, Patient Access can be accessed by me but guess what? My patient data cannot be accessed via the app because it now tells me the app is not linked to my GP services (whereas it was before this ludicrous MFA process was added). What a joke. Sack the apps developers and Head of IT because you have rendered this app inaccessible and pointless. Well done - you have wasted many customers time and have failed in your one purpose.

Having yet again been forced (for someone else) to delve into the utterly shambolic Patient Access system, I looked at some other reviews and was surprised at how many people seemed to think the NHS is to blame.
As I understand it, Patient Access is a private company, funded from advertising etc and does not receive any NHS payment or control. Google to explore for yourself.
Perhaps there should be a means for the NHS to defend itself from the false beliefs that they are somehow to blame for the Patient Access shambles ?

Patient Access now requires use of an Authenticator to access it. For most this is a step too far. I have a lifetime of experience in software and computers, being a retired engineer. But I found it difficult to understand what an 'Authenticator' was all about and how or why I should need one. The whole process/learning curve was just too much for me, let alone, I guess, less techy people.
To start with, the NHS GUI offered two possible login. Which one do I use? Then, after racking my brain to find a twelve digit password that meets their stringent criteria (how the hell am I to remember this one!) I was confronted with the selection of any one (or would I need more than one?) Authenticator, the purpose of which I could not fathom out from the inadequate guidance provided - did it load onto my laptop, my mobile or both, which one of the multitude do I pick, are they safe? Why can't the NHS just say 'if in doubt load this one, it needs to be loaded on your phone or tablet'. Once I had got my head around this and finally done what's necessary to access Patient Access, having finally realised that an Authenticator is actually nothing more than a code generator that I had used years ago in the form of a dongle device supplied by my bank, I found the Patient Access software worked well. One final point. Setting up the Authenticator (I used the Microsoft one) is not easy, as it askes a multitude of questions one is not sure about. When I had loaded it I discovered the 'Password' tab had loaded dozens and dozens of my passwords with these clearly visible. I was not happy with this, so spent the next half hour deleting these one at a time!!! Can you trust such software from hackers?

The app is just a joke doesn’t even let you log in with you’re correct password then doesn’t even give the silly code

I have now spent an hour trying to order my repeat medication. I have this hassle every month surely somebody at Patient access should sort this out. I live in a rural area and I will have to make a 10 mile trip to the doctors to take my prescription and then 3 days later go back again to pickup the medicine
The ordering system should be so easy but they make it so difficult

I went into the app today to re-order repeat prescriptions and once again the app is not working. Why aren’t the developers sorting this out once and for all. Or is the patient access organisation purposely wanting to get rid of users to close down the app?

Since multi-factor authentication was introduced months ago, I have been unable to access my data which I had been doing successfully since joining in 2020. None of the instructions sent by the so-called ‘support team’ actually work. It took weeks to get a reply from them and I had to find my own solution to actually get back into the app at all. On doing so it’s forced me to use the NHS app to access my data (the NHS app does work for this) but on registering the Patient Access app with the Authenticator app, Patient Access can be accessed by me but guess what? My patient data cannot be accessed via the app because it now tells me the app is not linked to my GP services (whereas it was before this ludicrous MFA process was added). What a joke. Sack the apps developers and Head of IT because you have rendered this app inaccessible and pointless. Well done - you have wasted many customers time and have failed in your one purpose.

Stopped working. Now cant retrieve appointments. No help either from customer services. Cant get hold of no one.

With all of the generous one star reviews why are the developers not acting. I am unable to access my meds info and my GP states there are serious problems with the system. It would be interesting to learn how much this app is costing the NHS when it clearly does not work as it should and is putting patients at risk and a greater pressure on an already exhausted GP system.

Disgusting asking people to pay to see doctors so the rich get seen and poor die

Terrible app. After entering password etc..it keeps telling me to go on to Authenticator, then wont accept the code given by it, and reverts back to sign in again. I wasted a full hour and never succeeded in getting into the App. A complete waste of time.

A work around .....
After entering Username, Password plus 6 digit code via text message and arriving at the invitation to install "Authentication App".....
Simply select "Remind me Next time" rather than "Continue".
It then continues as before. It's worked since May so will probably continue forever, highlighting the complete folly of this change.
Alternatively use the NHS App or NHS web site.

Hope this helps someone