Try the NHS App                                                                                                           

If you’re a patient at our practice, you can use the NHS App to access a range of NHS services on your smartphone or  tablet.

It doesn’t replace existing services. 

You can still contact us in the usual ways. But, once you have verified your identity in the app, you will have easy, 24/7 access to a growing range of health services and information.

Advice and information:

• search symptoms, conditions, and treatments 
• get health advice through 111 online 
• find NHS services near you 
• check your NHS number

Arrange some appointments:

We need to make sure you see the right clinician at the right time so not all appointments are available online.  This service will increase soon but currently we book vaccinations for our flu and shingles clinics and some child immunisations.

• check your referrals and hospital appointments 
• manage vaccinations 

Prescriptions:

• Order repeat prescriptions  

Manage your health:

• access your GP health record securely 
• register your organ donation decision 
• take part in health research  

Help someone else:

• link profiles. You can apply to access the health records, appointments and prescriptions of people you care for (including children) – or get help from someone you trust 

If you have any problems using the NHS App, you can select ‘help’ in the top right-hand corner of the app or visit nhs.uk/helpmeapp.

Our Online Services

Carnon Downs Surgery uses the SystmOne clinical software system.

SystmOne have developed a system called Patient Online Access as part of our online services, which allows patients to book appointments (not during pandemic), request repeat prescriptions, or amend registration details from the comfort of their own home. Plus it also gives you access to any allergies we have recorded which relate to you.

The website has been carefully designed for ease of use for all types of people and as many different browsers as possible.

Online Accelerated Access - October 2023

From November 2022, patients using the NHS app will be able to view all new entries made in their GP records. This is an NHS initiative to give patients greater access to their health information.

Upon reviewing your records, you may feel that certain notes made by our clinicians are incorrect and you may wish to request that they are removed.

The General Data Protection Regulations (GDPR) and the Data Protection Act 2018 state that an individual has the ‘right to be forgotten’, which is sometimes called the ‘right to erasure’, however medical records are slightly different in that they hold special category data.  The GP’s (or other clinician’s) opinion at the time will not alter, therefore we cannot remove information simply at the patient’s request.

In line with the General Medical Council’s (GMC) guidance, Doctors have an obligation to:

• Keep clear, accurate and legible records.
• Make records at the time the events happen, or as soon as possible afterwards.

Source: https://www.gmc-uk.org/-/media/documents/good-medical-practice---english-20200128_pdf-51527435.pdf

The NHS constitution states that as a patient, “You have the right to have any factual inaccuracies in your health record corrected, however there are limited exceptions to this right, there is no obligation to amend something in a health record that is a professional opinion”, i.e. the GP’s opinion at the time.

Source: https://www.gov.uk/government/publications/supplements-to-the-nhs-constitution-for-england/the-handbook-to-the-nhs-constitution-for-england#patients-and-the-public-your-rights-and-the-nhs-pledges-to-you

This also applies to data that forms part of your medical record, for example letters and forms issued by other Healthcare organisations involved in your care that have supplied copies to us as your General Practice/registered GP.  Data on your record is only to be used in relation to direct care purposes, and if considered to be used for anything else, it would need to have the relevant lawful basis and other data protection principles applied.

Should you request any corrections or redactions we will review your request and if we decide we are not able to comply we will inform you of this decision.  We will also ensure we add details of your request to your record and the reasons why we have not been able to comply. Please make any such requests in writing or email letters.carnondowns@nhs.net.

Understanding your Health Record

You can view some commonly used abbreviations here, which may help you understand your records.

https://www.nhs.uk/nhs-app/nhs-app-help-and-support/health-records-in-the-nhs-app/abbreviations-commonly-found-in-medical-records/

Whilst we will endeavour to respond to any queries about your records, please bear in mind that we must prioritise our workload and deal with patients that are unwell and need us.  Please do not use appointments purely to request something is removed from or changed within your notes. As above, please contact us in writing or email us and we will liaise with the clinical team and respond within an appropriate time frame – as with most administrative requests this can be up to 28 days.

Sign up for 'Online Access'

Before you can start requesting prescriptions online, book influenza or shingles vaccination appointments or use any of the features you must first register your details for this service.

It’s quick and easy to register.  Ask at reception for a sign-up form. This provides all the information you need to register to use the Patient Access internet facilities. Please read the requirements fully and bring two forms of identification, one of which must be a photo id.

Remember, when using Patient Online Access all your personal information is safe and secure.  Please note that due to patient confidentiality, we can only accept an application with proof of id. 

Online prescription ordering

Without visiting the practice, patients can use the internet to quickly order any repeat prescriptions that are due. The Patient Online Access portal delivers the request directly to the practice, and once processed, patients can simply collect the prescription from the practice after two working days.

You can also view any prescriptions you have already requested and check the current status of your previous requests.

Remember to allow a minimum of 3 full working days if you intend to collect your prescription from the surgery or longer if the medication you require is classed as an acute prescription and therefore will need authorisation from the GP.  Any acute items should be ordered via the prescription request box or free text box online as these items will not appear online as they need authorisation from a GP.

Online appointment booking 

Registered patients can use the internet to quickly book some appointments like our Influenza and Shingles campaigns without phoning or visiting the Practice. The surgery will send you a link to allow you to book directly into the clinic by choosing a time that is convenient to you.

Please note that the majority of appointments need to be signposted to the correct clinician or nurse so not all pre-bookable appointments are available for online booking - online campaigns at present appear online.  Sometimes the GP may also send you a link to book online after they have had their initial consultation with you.

Making sure everybody is included

We recognise that not everyone is as comfortable using computers as others but may still wish to have the benefits of using the SystmOnline Services.   

There are lots of places where you can learn how to use the internet. A good place to start is your local library, but there are many others where you can learn for free, such as: 

https://www.learnmyway.com/ or Cornwall Council have a Digital Inclusion team: https://www.cornwall.gov.uk/people-and-communities/digital-inclusion/computer-beginner-support/

Age UK helps older people get online.  For more information please go to www.ageuk.org.uk or phone 01872 266383 or email email@ageukcornwall.org.uk

https://www.ageuk.org.uk/services/in-your-area/it-training/

Ask a member of your family or a neighbour to help you contact these various teams and get you started learning about getting online.

Change of Address

Your contact details can be changed via the front page of our website at the base of the screen.  Please note if you are relocating outside the Practice Boundary you will need to re-register at another surgery as we no longer accept patients outside of our area.

Download and read the following leaflet before starting your registration. 

Please come to the surgery with two forms of i.d. (one photographic) and one with proof of address like an electric or telephone bill.

FAQ about Online Access - all you need to know