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Online Services Chronically Unavailable.

Story from nhs.uk

"Online Services Chronically Unavailable."

About: Balmoral Surgery

“We need all patients to re-register for this service by bringing 2 separate forms of ID (one photo and one address). Once we are able to load onto the new system, patients will receive an email to let them know their account is live.”

Well, I did all that, three weeks ago, but the website is still “currently unavailable” and no confirmatory email has arrived.

Meanwhile, I have run out of three ‘repeat medications’ and am therefore experiencing an anxious hiatus with the ‘prescription only’ items. The Practice vaunts an online “Champion”; I can only wish him/her a speedy recovery!

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Responses

Response from Balmoral Surgery 4 years ago
Balmoral Surgery

Submitted on 24/07/2019 at 12:23
Published on nhs.uk at 13:06

As mentioned in previous responses to comments on the online services theme, we apologise to our patients for any inconvenience caused.

When we migrated to a new clinical software system, we were given a timetable and expectations which unfortunately have not turned out to be realistic.

We are doing our very best to assist patients encountering issues but this is a remote service offered by our software provider and they do offer help to anyone experiencing difficulties.

If you are struggling to enrol for the new online service and are due to order your repeat prescription, you can contact your usual Pharmacy who will be able to assist you by placing your order for you until such time as your online enrolment is successful.

Our online Champion is only one person and does her very best to assist patients encountering problems but her ability to help is limited by this being a relationship between the patient and the software provider.

As we gain more experience with the new system, we have got more insight into what can go wrong on some occasions and therefore the help we can provide is becoming more detailed.

Once again, we are very sorry for inconvenience caused but these problems have been due to circumstances beyond our control.

Should any of our patients have a specific issue we would ask them to contact us directly so that we can help address the problem.

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