Frequently Asked Questions
Below you’ll find answers to the questions we get asked the most about our app.
How do I log out?
- There is no need to log out of the app yourself, we do this for you. Just stop using the myGP app, and use another app.
- You are automatically logged out of myGP after a minute of not opening the app once you have exited
- You will then need your 4 -digit Passcode that you set up during on boarding or your finger-print scanner, to log back in.
- You can change your passcode any time in the myGP Settings.
Forcing a manual log out:
You can also manually log out from the Profile section of myGP: Tap on the Profile button at the bottom of the screen and choose log out.
See FAQ postWhat are the systems required to run myGP?
- If you have an iPhone and you want to run the myGP app, you need to use:
iOS (operating system) 10 or later iOS – find out what operating system you’re currently using
- If you have an Android and you want to run the myGP app, you need to use:
Operating system Android 5.0 or later – check if your device is capable or running the required operating system
See FAQ postHow do I delete old messages?
Messages and notifications don’t need to be deleted from the Messages section of the app.
Messages are stored on our servers and do not affect your mobile phone’s storage.
Once you close the app, the messages are removed from your device.
Where can I suggest a new feature?
If you go to the Settings section and use the Send Feedback feature.
You can suggest any new features you would like to see, report any issues you are experiencing or ask any questions regarding the app, we will get back to you as soon as we can.
See FAQ postGetting Ready for a Video Consultation
myGP® is allowing GP surgeries around the UK to treat patients using video consultations. Here’s how to get ready for your video call, so you can make the most of your appointment.
Use the latest version of myGP
To ensure you have access to the latest features and bug fixes, make sure you always have the latest version of the myGP app.
We recommend switching on automatic updates in your App Store or Google Play settings. This will mean the myGP app is always ready to go.
If you have manual updates selected, click here to view the myGP app listing. If you see an update button, press it to get the latest version.
Set Camera and Microphone permissions
When you registered for myGP or updated, myGP will have asked for permission to access your camera and microphone.
If you declined to permit access or would like to check on these settings, you can set these by following these steps:
- Go into the myGP app
- Tap Settings
- Slide the Camera and Microphone settings to on
- Press “accept” on any pop-ups that are displayed
Charge your phone
Video calls will require your screen to be on, will use your camera, and send and receive data constantly. This may lead to additional drain on your battery. Make sure you have plenty of charge for the length of the call.
As battery capacity is determined by a number of factors, we’d recommend making sure you have around 50% charge on your device – especially if you will be using 4G as this drains battery faster than 3G or WiFi.
Have the best internet connection you can access
Make sure that you have the most stable and fastest connection you can access where you will be holding your video consultation.
If WiFi is available, you may get a stronger signal and faster internet speed by using this, rather than 3G or 4G.
If you only have access to mobile date, ensure you are somewhere where you can get 3-5 bars of signal. It should not be an issue whether you are on 3G or 4G.
Please note: data used on mobile and broadband connections will be charged in line with the carrier subscription package. Please check this with the bill-payer.
If internet speeds slow down during the call, the video quality will automatically decrease to protect the call from dropping. Audio will remain as clear as possible, and is its quality is prioritised so you can continue to talk.
The call will only be dropped should the internet connection cut out or become too slow to enable to call to continue.
Be in a quiet place
To ensure your confidentiality, and to ensure your appointment is not disturbed consider moving to a quiet place.
This may be:
- A spare or empty room in your house/apartment
- An empty meeting room
- A break room
Use earphones with a microphone
Most smartphones are provided with earphones and microphones in one. This is not necessary, but may help to make the most out of your appointment.
This can be useful if you do not want your healthcare professional to be overheard, or provides you with the best audio to hear clearly.
It is perfectly fine to use the speaker and microphone on your device if you prefer, and your environment is suitable to be hear and be heard during the video consultation.
Problems with holding video consultations?
So as not to delay your care, yourself and your clinician should move to discussing your health over the telephone.
If you have followed all of the above steps and are still experiencing issues using video consultations, please contact myGP Support and we will be happy to investigate any issues.
See FAQ postHow do I sign in to the myGP app?
To get started with the myGP app, you need to download it to your Android or Apple smartphone.
After you have downloaded the app, all you need to do is:
• Enter your registered mobile number
• Enter your date of birth
• Select OK
And from there, you will need to search for your GP Surgery by name or Postcode
If you need to use your NHS Online Credentials to use myGP, then please contact your practice and let them know you would like to register for their online services and they will need to provide you with your:
• Linkage Key or Third Party Passphrase
• Account ID
You may be asked to provide photo ID and proof of address, depending on your practice, so please make sure to bring this with you just in case.
If you already have your NHS Online Credentials at hand, enter your last name, your codes and you’re in!
Any problems, get in touch with our support team.
See FAQ postVerification code
Why do we need an SMS Verification?
For security reasons, we need to verify you are… you.
To do this, we send a 4 digit code to the mobile number registered at your GP surgery.
Usually, this code will arrive within a few seconds or could take a couple of minutes,
depending on how busy our servers or your mobile network are.
Verification codes are valid for only 20 minutes.
What should I do if i did not receive a verification code?
A small number of users don’t receive this code. Below are a few steps you can take to resolve this:
- My mobile number is not correct in myGP
We are unable to change your mobile number for you.
We have to send the verification code to the mobile number registered at your surgery for security reasons.
To change your mobile number, please contact your GP surgery in the usual manner.
- Try getting the code again
If you have not received the code within 5 minutes and you have good mobile signal follow these steps:
- Go back into myGP
- Select ‘Didn’t get the code?’,
- Select ‘Change Details’ and use the same details you used before
This will generate a new code to be sent to you.
- Your mobile network may have a problem
Sometimes, we see that there are delays sending and receiving text messages within certain mobile networks.
This means that we have successfully sent your verfication code, but it’s become stuck trying to get to your phone.
If there is an issue with your mobile network, all codes will not be delivered to your mobile phone.
Usually, when the issue has been resolved, you will receive any verification code text messages that have been trying to get to your mobile.
We are not able to send verification codes in any other way for security reasons.
Did not receive a verification code – Sky Mobile customers
We are aware that Sky Mobile customers are not receiving text messages from myGP for their verification code and a number of other types of message sent by our parent company iPLATO.
This issue has been investigated and the root cause has been identified as an issue owned by Sky Mobile. We are working with Sky Mobile to resolve the issue.
Our apologies for the inconvenience this may be causing you.
Are we aware of an issue?
You can check if we are aware of a problem, by checking our Live Status updates here>
See FAQ postSearching for myGP surgery on the map
When looking for your surgery, using the below search option, it is important to use the name of your GP surgery’s main branch.
GP Surgeries can be structured with the main surgery and one or more branch surgeries.
We are only able to list the main surgery in our directory.
For example, you may know your practice as William Road Health Centre. However, your practice is actually called Dr Smith and Partners.
If you are not sure what is the formal name for your surgery, we advise checking their website.
This will usually be listed at the top of your practice’s website.
Should you have an issue finding the name of your main surgery, you can always contact our Support team and we will do our best to assist you.
See FAQ postCan teenagers between 12 and 16 access myGP?
A user younger than 16 will not be granted access to myGP themselves. Any user registering for myGP must be aged 16+ years of age according to the date of birth registered on their GP medical record. Teenagers younger than 16 can only be added as Dependants of other myGP users (with users between 12-16 needing to provide Teenage Consent).
See FAQ post
How can I request my NHS Online Credentials?
You will need your NHS Online Credentials to use myGP if:
- Your practice does not support the myGP Easy Sign-In
- You would like to start ordering prescriptions*
- You would like to view your medical records*
* Where this functionality is supported by your GP’s computer system
Requesting your Online Credentials:
1. Contact your GP Surgery tell the staff you would like to start using their online services. The practice may need to verify a form of ID.
Due to Coronavirus (COVID-19) please do not visit your GP surgery unless requested to.
The specific codes your practice needs to provide you with are:
- Account ID or Access ID
- Linkage Key or Passphrase
- ODS Code or Organisation ID
2. Fill in the registration form required by your Practice
Please check your GP Surgery’s website for more information on how to get your Online Credentials, as they may have a different process to the above.
Your practice may have already provided you with these Online Credentials in a letter, email or SMS. If so, then please be aware that the codes can expire if not activated soon enough with an app or website.
If you have already activated your NHS Online Credentials with a different app or website, then please got to the section below to find out how to find these codes and start using them with myGP.
See FAQ postHow to find your Online Credentials in Patient Access?
If you already have used your Online Credentials to register with Patient Access, you can use them again with myGP
Patient Access Website
- Go to the home screen
- Select your profile from the top right corner
- Select View Profile
- From the bottom part of the page choose My Practice
Your codes will appear:
- Practice ODS Code
- Account ID
- Account Linkage Key
Patient Access Mobile App
- Start by selecting More from the bottom menu bar
- Then, from the top choose View Profile
- Click My Account and scroll to the bottom, where you will see your Account linkage details,
these are the codes required to start ordering prescriptions with myGP.
Ordering repeat prescription
You can order your prescriptions online using the myGP app, if your practice supports the feature.
You will first of all need to get your NHS Online Credentials from your practice.
To Request online Credentials make sure to bring ID and proof of address to verify your identity and tell them you would like to access their online services.
You may have already been sent these Credentials by your practice via Email or Letter.
Specifically, it would be your:
- Linkage Key
- Account ID and ODS Code.
If you have already used the codes before with Patient Access, you can re-use them with myGP.
After selecting My Prescriptions from the homepage of myGP,
you will need to enter the codes you received above.
ODS will already be filled in for you.
If you do not see this screen, that means your practice does not provide prescription ordering via myGP.
You will, however, be linked to the online service that does provide this from myGP if you select the Launch GP’s Online System button.
See FAQ post
Medication reminders
Setting up:
• Start by selecting Add New Reminder from the homepage of myGP.
• Type the Name of your Medication
• Select a Daily, Weekly or Monthly reminder and the time you want to receive the reminder
• Type any notes to do with your Medication that might help
• Finally, select Save and you are done!
Removing Medication Reminders:
• Select the yellow X next to the medication name
See FAQ post
How can I request my NHS Online Credentials?
You will need your NHS Online Credentials to use myGP if:
- Your practice does not support the myGP Easy Sign-In
- You would like to start ordering prescriptions*
- You would like to view your medical records*
* Where this functionality is supported by your GP’s computer system
Requesting your Online Credentials:
1. Contact your GP Surgery tell the staff you would like to start using their online services. The practice may need to verify a form of ID.
Due to Coronavirus (COVID-19) please do not visit your GP surgery unless requested to.
The specific codes your practice needs to provide you with are:
- Account ID or Access ID
- Linkage Key or Passphrase
- ODS Code or Organisation ID
2. Fill in the registration form required by your Practice
Please check your GP Surgery’s website for more information on how to get your Online Credentials, as they may have a different process to the above.
Your practice may have already provided you with these Online Credentials in a letter, email or SMS. If so, then please be aware that the codes can expire if not activated soon enough with an app or website.
If you have already activated your NHS Online Credentials with a different app or website, then please got to the section below to find out how to find these codes and start using them with myGP.
See FAQ postHow to View Medical Records in myGP
Depending on the computer system your practice uses, you will be able to access your medical records in the myGP app. If it is not currently supported at your practice, you will see a “coming soon” screen. We are working on making this feature available for every practice. To view your medical record, you will need to get your NHS Online Credentials from your practice.
Please be aware of the following
You have access to your GP medical record
The myGP app provides access to your medical records, this means that whatever is stored in the GP computer system is presented back to you. We do not store your medical records data. You may have the option to download your records to your device allowing you to share it. Please be aware that after downloading your medical record, it will be your responsibility to ensure you are storing it securely and protecting it from unauthorised access.
Errors in your medical record
You may find that some records you expected to see are missing or there are records you might think are incorrect. Please get in touch with your practice in the first instance for more information or to amend any errors. As the developers of the myGP app, we cannot make any changes to your records, only your GP surgery can do this.
Confusing or distressing information
You may see records which could cause distress or confusion, as you will be able to view them before they are discussed with you. Also some records can be quite technical or difficult to understand. Please get in touch with your practice for further clarification on any records you have questions around. This will be a limited view of the GP clinical record and may not include any free text (additional comments regarding your health information). Information that is considered to be sensitive or that existed before the setup of this service may not be available for viewing online.
Questions about the content of your medical record
Please note that we are the developers of the myGP app and have no ability to change anything contained in your medical record. We will also be unable to assist you with any questions about the content of your medical record. We are only able to advise that you contact your GP surgery with any concerns or questions about the medical information you can see in myGP.
See FAQ postIs viewing my medical record in myGP secure?
We have worked with the NHS and the suppliers of the computer systems used at GP surgeries to ensure that medical records are downloaded securely.
We use NHS approved integration methods (APIs) to securely access and download your medical record.
We do not store your medical record on your phone, and it is not stored on our servers. Our technology only passes your medical record from your GP surgery and makes it view-able in the myGP app. Once you navigate away from your medical record or the myGP app, the information is removed from your smartphone.
Access to your medical record requires you to gain your NHS Online Credentials, where your photo ID is verified and a series of security codes is provided to unlock this feature.
You can choose for a passcode to be asked for when viewing your medical record in myGP.
Information is missing from my medical record
When looking through your medical records in the myGP app, you may be expecting to see certain records which are not there.
The myGP app shows a limited version of what has been recorded in the clinical system by a healthcare professional. If you think something is missing or you require more details around a specific record, please get in touch with your practice.
As we are the app developers of myGP, we are unable to answer questions about the contents of your medical record.
See FAQ postThere are errors in my medical record
If you find any records that you think are incorrect, please get in touch with your practice so this can be discussed. Only they will be able to make changes to your records.
As we are the app developers of myGP, we are unable to change the contents of your medical record.
How do I hide my medical record in myGP?
For added security, you can choose to be asked for your passcode every time you access your medical records in the myGP app.
You can do this by accessing your medical record in myGP and tapping Security at the bottom of the screen. Follow the onscreen instructions to add a passcode.
How do I save or download my medical record?
Each section of the Medical Record has an export button in the top right corner allowing you to save the records in that specific section as a PDF.
Please be aware: that after downloading your medical record, it will be your responsibility to ensure you are storing it securely and protecting it from unauthorised access.
How do I check for new information in my medical record?
If you are expecting information to be added and wish to refresh to see if new information has been stored in your medical record since you began viewing it, you can do the following:
Whilst viewing the main Medical Records page in the myGP app, pull down on the screen. myGP will then check if there is any new information in your GP’s computer system.
If new records have been found, a red dot will display next to a section of the medical record that has been updated.
Please note: by opening the Medical Records page in myGP, the app will automatically get the latest information from your GP computer system.
I see a message saying Medical Records are disabled or coming soon
There are a couple of reasons why you may not be able to view or register to view your Medical Record:
Coming soon message displayed
We are working to bring the Medical Records feature to every GP surgery in the country. If you see a message saying that Medical Records is coming soon, it is because we are not yet compatible with your surgery’s computer system.
We support over half of all surgeries in England and are actively developing support for the other computer systems in use. We will release this as soon as this work is complete and signed off by the NHS.
Medical Records disabled message displayed
Practices have the option to disable this feature. There can be various reasons why this may be done.
Please contact your GP surgery directly to discuss this and to request whether access can be enabled for you.
As the app developers of myGP, we are unable to enable this for you.
See FAQ postWhy are some sections of my medical record missing?
Practices have the option to restrict what records their patients can view. There are various reasons why this may have been restricted.
You will need to get in touch with your practice if individual sections are disabled, as only they will be able to enable online access to them.
As the app developers of myGP, we are unable to provide access to sections which are not displaying.
I’m worried or confused by something written in my medical record
You may see records which could cause distress or confusion, as you will be able to view them before they are discussed with you. Also some records can be quite technical or difficult to understand.
Please get in touch with your practice for further clarification on any records you have questions around.
This will be a limited view of the GP clinical record and may not include any free text (additional comments regarding your health information). Information that is considered to be sensitive or that existed before the setup of this service may not be available for viewing online.
See FAQ postCan teenagers between 12 and 16 access myGP?
A user younger than 16 will not be granted access to myGP themselves. Any user registering for myGP must be aged 16+ years of age according to the date of birth registered on their GP medical record. Teenagers younger than 16 can only be added as Dependants of other myGP users (with users between 12-16 needing to provide Teenage Consent).
See FAQ postChild Dependants (Under 12 Years of Age)
To book appointments for your children using the myGP app, you will first of all need to have them registered with your mobile number at your practice.
If the app cannot find your children, then please make sure your practice has entered their details or your mobile number correctly.
If they are aged 12 – 15, they will need to consent to being added as a dependant by informing their practice.
See ‘How to add Teenage Dependants (aged 12-15) to the myGP app’
• Get started by selecting the Profile section from the bottom menu bar.
• Then selecting the Dependant & Carers page.
• From this page you can select the green ‘Add Dependant’ button.
• This will take you to a page where you can enter your mobile number and your child’s date of birth.
• When the system finds your child dependant, you will need to authenticate with a 4-digit code.
See FAQ post
Teenage Dependants (12 – 15 Years Old)
To add Teenage Dependants (12 – 15 years old)
they need to first consent to their practice that they would like to be added as a dependant.
All the practice has to do then is to search for your dependants in the online Patient Phonebook (PCM)
and tick the Teenage Consent box next to their details.
Once the practice has done this, you will be able to add them to the myGP app by selecting Dependants & Carers in the Profile section of myGP.
You can then enter their date of birth and mobile number. You will be notified if you have successfully added your dependant. You will then be able to see their profile appear when selecting the Book Appointment button on the homepage. Choosing them will allow you to book appointments for them.
See FAQ post
Adult Dependants (16 Years and Over)
You can add adult dependants to your myGP app, allowing you to book and cancel GP appointments for them. All they have to do is download the app to their smartphone, so they can give permission to being added as a dependant.
If your adult dependant does NOT have a smartphone and therefore cannot give permission to being added this way, then refer to the section “Add adult dependants that share your mobile number”.
• To get started, select the Profile section from the bottom menu bar.
• In the Profile section, select Dependants & Carers.
• You can then select the Add Dependant button and type in their mobile number and date of birth.
• You will get a page pop up saying that your dependant has been notified through their myGP app that you would like to add them to yours.
• Your dependant can then log-in to the myGP app from their smartphone and accept the permission message.
• Once they have replied ‘Yes’ to this permission message, you will be notified and will be able to see their profile appear when booking appointments.
See FAQ post
Add adult dependants that share your mobile number
• First, make sure they are registered with your mobile number at your practice.
• Start by selecting the Profile section.
• From here you can select the Dependants & Carers button and then select the Add Dependant button.
• They will need to give permission to being added as a dependant. They can do this using myGP from your phone.
• First, you will need to disconnect from the app. By going Settings and selecting Disconnect at the bottom.
• Using your smartphone, they can then log-in with your mobile number and their date of birth.
• Once they are logged in they can reply to the permission message, and then disconnect from the app as well, the same way through the Settings section.
• You can then log back in with your details and you will be able to see your dependants’ profile appear the next time you go to book an appointment.
See FAQ post
Booking and canceling GP appointments with your smartphone
• 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.
See FAQ post
Why can’t I see past a certain date in the appointment bookings?
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.
See FAQ postNo appointments available
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.
See FAQ postCan I book other appointment types?
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.
See FAQ postIs my Information Safe?
Yes, myGP gives you NHS level data protection and privacy using the approved NHS network called N3.
Your demographics (full name), contact details (mobile phone number) and identifiers (date of birth and NHS number) are shared securely and confidentially with iPLATO.
iPLATO is a UK based health tech company that provides the two-way texting service and the myGP app on behalf of your GP Surgery. iPLATO staff are trained in keeping your information secure and private.
If you do not wish to share your information with iPLATO, please let your GP Surgery know. You can change your mind at any time.
Please have a look at our Terms & Conditions and Privacy Policy here
See FAQ post