Help

Once your automatic Appointment Reminders have been enabled, your reminders will begin sending out at the set allocated times.

The process to enable them is done by:

• Go to Settings and click on bottom tab Gateway

• Go to the Automated Reminders slider and click to ON

TOP TIP: Make sure any other appointment reminders are switched off in advance to avoid sending out double reminders to patients.

If a text message has been unsuccessfully sent out from your myGP Connect system, it will be for two specific reasons:

• Failed Message: is when the patient contact details do not register (e.g. their phone number no longer exists)
• Expired Message: is when a phone has been switched off for over 72 hours and the message expires (e.g. is out of the country on holiday)

To be notified about these messages, you can assign the Undelvered Report to an appropriate email address by following these steps:

• Log in to your myGP Connect system
• Click on Settings on the left-hand side menu
• Click Messaging Alerts

By default, the assigned Site Admin will have their email address provided to receive the Undelivered Report. If you wished to change this, please do the follow steps:

• Refer to the Recipient List column and click on Site Admins
• From drop-down select Custom, this will clear the Recipients text box
• Now click on Add New
• The Add Alert Email pop-up box will appear

• Fill in the email address in the Add Email text field
• Click Save on the pop-up box
• Click Save on the Undelivered Reports main page

TOP TIP: The Undelivered Report will be sent on a weekly basis by default. You can change this by reference the Period Trigger and clicking on the drop-down you have the option of also Daily or Monthly. Click Save on the main page to keep changes.

There are 4 different types of user permissions within your iPLATO Connect system and each type has different functionality that the user can access.

All Access

The main point of contact at your Surgery or whoever is nominated to sign up to the iPLATO service, will automatically be added as an ‘All Access’ user and have complete site admin access to the system.
All Access users only have the ability to add any new users to use the system.

All Access Functionally includes:

• PCM Sign-up Summary
• FFT Pro Reports
• Consult Appointment List
• Video Consult
• Messages
• Campaign messaging
• Patients Phonebook
• myGP Appointments
• preGP Care Navigation
• Automatic Appointment Set up
• Patient Surveys
• Users
• Messaging Alerts,
• Gateway
• Help

Possible users for this access would be:

• Practice managers
• Business managers
• IT managers
• Other trusted users

High Level

All High-Level Access have very similar access to the system as an All-Access User (see All Access)
However, they will NOT have access to the following features:

• Adding Users
• Video Consult
• Gateway

Possible users for this user role would be:

• Assistant practice managers
• Business managers
• IT managers
• Other trusted users.

Standard Level

Possible users of this access would be the Reception team, Staff whose duties require sending out messages to patients and/or health campaigns, monitoring responses, but do not require access to settings or set up of your system.

Standard users may be a member of your reception team that you would like to use the functionally of the system to send out messages or health campaigns, but would not need access to Auto Appointment Settings, myGP App Settings, preGP Care Navigation or Video Consult.

Standard Level still has access to the Consult list to be able to help assist with maximizing the opportunity for your surgery to avoid unnecessary GP appointments and to spot appointments that may be better handled as urgent appointments.

Clinician

This User access are for Doctors or Clinicians authorized to access and deliver Video consultations via the Consult workflow. Including access to patient messaging functionality.

Including access to patient messaging functionality to send out messages or health campaigns, but just like Standard level users would not have access to changing or actioning any settings.

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Log a Support Ticket

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help@iplato.com

Emailing us will generate a ticket automatically. Let us know what’s up and where you are contacting us from.

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• Start by selecting the Book Appointment button on the homepage.

• Select if you are booking an appointment for yourself or someone else.
• Select the location of your practice, if there is more than one branch.
• You can then filter by Appointment Type or the Clinician you would like to see.

Please contact your practice to see a clinician or a certain appointment type, such as nurse appointments, become available on the myGP app.

• Find the Date and Time that suits you.

• You will then be able to type out your reason for this appointment.

• You will see your confirmation screen pop-up detailing the appointment you booked.
• On your homepage, you will see your booked appointment.
• Selecting the confirmed appointment from the homepage will open the appointment details page. From here you can add the appointment to your calendar, get directions to your practice or cancel the appointment.

Cancel Appointments

• To cancel an appointment, select the confirmed appointment from the homepage of the app.
• Select the Cancel Appointment button.

If you find that you cannot see any appointments past a certain date in the appointment booking calendar, it would be because your practice has set up a booking window limit.

Please contact your practice if you have any questions regarding this.

If you have logged into myGP and not found any appointments in the Book Appointment section, it is most likely down to two reasons:

• All available appointments have been booked
• Your practice has not selected any appointments to be available in the app

If you do not see any free appointments to book, then please contact your practice, as they are responsible for managing the appointments that you see on the app.

If your practice says that they are using the app and you should be able to see free slots, then please contact the myGP Support team here.

The option to add different appointment types such as a nurse, on the day, diabetes etc. is there for practices, so if you cannot see this then it was their decision not to include these types of appointments.

To provide feedback about the kind of appointments available to book in myGP, you will need to contact your GP surgery. We are unable to influence changing this.