Written by Digital Literacy for GP & NHS App (UK)
Quick summary
The NHS App can help you order repeat prescriptions, see parts of your GP record, receive messages from your surgery, manage referrals, and view clinical information your practice enables. Capabilities vary by GP system and local settings. Strong digital habits—secure login, careful reading, and knowing when to phone—keep you safe.
Before you start
Check your device
- Use a recent version of iOS or Android with a passcode and biometrics turned on.
- Update your phone and apps before installing the NHS App.
- Have a stable internet connection for identity checks.
Gather these details
- Full name, date of birth, postcode as your GP has it recorded.
- Your NHS number if known (optional but helpful).
- Photo ID (passport or photocard driving licence) for full access.
- The email address and mobile number you will keep using long term.
How to set up the NHS App
- Install “NHS App” from your official app store.
- Create or sign in with NHS login using your email and a strong password.
- Secure your account: set up two-factor authentication (text message or authenticator).
- Follow the in-app prompts to confirm your details and accept terms.
- Turn on an in-app PIN or biometrics for quicker, safer access.
If you prefer not to use a smartphone, you can use the NHS App on the web via a browser on a computer. Features are similar, but some phone-specific steps (like document scanning) work best on mobile.
Proving your identity (NHS login)
Some features (GP record access, ordering repeats) require a higher identity level. The app will ask you to “prove who you are”.
Identity verification steps
- Photograph your ID and take a short face-matching video as prompted.
- Ensure good lighting, remove hats/glasses if asked, and hold the camera steady.
- Chip-reading passport scans (NFC) can speed up verification on compatible phones.
No photo ID?
Ask your GP surgery about alternative routes. Some practices can verify you in person and enable access on your record. You may need to bring proof of address.
Linking to your GP surgery
The NHS App uses your NHS number and demographics to match your GP record. Your surgery must enable online services. Availability differs by GP system (e.g., EMIS, TPP, Vision) and local configuration.
Tips if it won’t match
- Check your name, postcode and date of birth match exactly what the GP holds.
- If you recently changed address or name, ask reception to update your record first.
- Retry after the GP confirms “online services” are enabled on your record.
Using key features safely
Repeat prescriptions
- Order repeats a few working days before you run out. Pharmacies need time to dispense.
- Use the notes box sparingly and clearly (e.g., “Going away—need early issue”).
- If a medicine is missing, it may be set as “acute” not repeat—message the surgery if non-urgent.
Appointments
- Only slots your practice releases online will show. Phone if nothing suitable appears.
- Use the correct reason; avoid clinical detail in the title to protect your privacy.
- For blood tests or dressings, some areas require specific clinic slots—check instructions.
Messages from your surgery
- Read messages fully; some include action links or time limits.
- Replies may not be monitored out of hours. For urgent issues, use 111 or 999.
Viewing your GP record
- You may see medications, allergies, test results and coded entries. Attached letters, older notes, or hospital documents may be limited depending on practice policy.
- Results appear with dates and ranges. If a result worries you, read any attached note first, then contact the surgery via the usual route.
Carers & proxy access
You can request permission to manage the NHS App on behalf of someone you care for (e.g., an older relative). The GP must approve and set the correct level of proxy access.
- Ask reception about proxy or “linked profiles”. Bring ID and any legal documents (e.g., LPA for health and welfare) if applicable.
- Access can be tailored (medication only, appointments only, or record view). Agree the minimum needed.
- Review proxy access regularly, especially after changes in capacity or caregiving arrangements.
Parents can usually manage children’s health tasks; record access switches off at certain ages depending on local policy. Your practice will advise.
Security & privacy essentials
- Lock your phone with a passcode and biometrics. Enable the app’s PIN/biometric setting.
- Never share your NHS login password or codes. The NHS will not ask for them by phone, text or email.
- Use only the official NHS App. Be cautious of look-alike apps or links in messages.
- Change your password if you suspect anyone else knows it. Update your recovery email and phone if they change.
- Log out on shared devices and clear the browser if you used a public computer.
Common problems & fixes
“No appointments available”
Practices release limited online slots. Phone the surgery or use their online consultation route if offered.
A repeat medicine is missing
It may be an acute item or time-limited. Use the app’s message route (if enabled) or contact the surgery.
Record looks blank
Your practice may only show certain items or may not have turned on record access yet. Ask reception what’s available and how to request more detail if appropriate.
Identity check failed
- Retake photos in good light; remove glare and backgrounds.
- Try passport chip scan on a compatible phone; hold still over the e-passport symbol.
- If still failing, ask the GP for in-person verification for online services.
Accessibility & ease-of-use tips
- Increase text size in your phone settings; the NHS App respects system font size.
- Use built-in screen readers (VoiceOver on iPhone, TalkBack on Android).
- Turn on notifications so you don’t miss messages from your surgery.
- Keep a simple routine: check the app weekly for messages, repeats, and upcoming appointments.
Red flags & when to seek help
- Severe chest pain, new weakness on one side, severe breathlessness, heavy bleeding, or confusion: call 999.
- Worsening infections, rapidly deteriorating symptoms, or urgent medication issues: contact NHS 111 or your pharmacy/GP urgently.
- Medication errors in the app (wrong patient, wrong dose): do not take the medicine—phone the pharmacy or surgery immediately.
FAQs
Can I use the NHS App on a computer?
Yes, you can sign in on the web. Some verification steps are easier on a smartphone.
I’m moving GP—what happens to my access?
Your NHS login stays the same, but features depend on your new practice. After registering with a new GP, re-link in the app.
How do I help someone who struggles with technology?
Ask the practice about proxy access so you can manage tasks appropriately on their behalf.
Why do results appear without an explanation?
Some systems show results automatically. Read any notes attached. If unclear, use non-urgent contact routes for interpretation.
Can staff see my app activity?
Clinicians see information recorded in your medical record and messages you send, not your device activity. Administrators may view audit trails for safety and governance.
Glossary
NHS login: The secure account you use to access the NHS App and services.
Proxy access / linked profile: Permission to manage someone else’s health tasks in the app.
Online services: Features your GP enables for patients (appointments, repeats, parts of the record).
Coded entries: Structured items in your record like problems, medications, and allergies.