Patient Access Update

Patient Access On-boarding campaign

What’s happening?

Last year we launched the all-new Patient Access, and we’re proud to say that well over three million patients are using it. We have been receiving a wealth of excellent reviews and are now rated as the number 1 Medical app in both App Store and Google Play. These are very promising signs of engagement, but there are still a further three million Patient Access users who have not yet signed in and who may still not be aware that it was updated.

In August 2018 we sent an email to 750,000 of these users to inform them of the new service, and having taken time to review the results which were very strong, we have now decided to send the email to the remainder of them.

The objective is to make them aware that Patient Access has been updated and to carefully explain how to sign into it for the first time – we realise that some users have had difficulties with this stage of the process before, so this is a great opportunity to make each step really clear for anyone unfamiliar with the new version.

What does the email say?

You can read the full wording here.

Who will be emailed?

All current Patient Access users will be sent this email, apart from the following:

  • Patients who have already signed into the new Patient Access service (launched 30th May 2018)
  • Patients flagged as a sensitive or vulnerable patient
  • Patients under the age of 16 years old
  • Patients who have asked not to be contacted
  • Patients who are PDS sensitive
  • Patients who have a patient level confidentiality policy

What are the timescales?

The emails will be sent out to patients randomly over a period of around three weeks, starting on 17th January 2019 and ending on 7th February 2019. The reason for taking a staggered approach is to help minimise the chance of patients with questions contacting their practice all at once.

Please be aware that if during this timeframe a patient moves to a GP practice that does not offer Patient Access, they may still receive the email which in this instance would no longer be relevant to them. To reduce any confusion resulting from this, we have included some wording within the email to acknowledge these cases. The wording is as follows:

“If you have recently moved to a GP practice where Patient Access is not available, please ignore this email and accept our apologies for any confusion caused.”

If you have any further questions on this, please contact us at and we’ll respond to you as soon as possible.

How to restore Patient Access

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