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In response to changing government guidelines, Marlow Medical Group have decided to keep Covid-19 precautions in place in line with NHS England advice. Please continue to wear face coverings, sanitise hands and respect social distancing measures so we can protect our community, most vulnerable patients and staff. Providing a safe surgery is essential. Covid cases

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Online Services Patient Guide & FAQ

Including what functions you can do, how to register, required documents to register, user guide and how to overcome common support issues.

Online Services Description and Objective

The practice goal is for as many patients as possible to register for online services but it is not mandatory and we continue to support patients who are digitally unabvle to use online services who can continue to telephone our Reception team or use simplified web forms.

Online services enable patients to:

  • Book certain types of appointments as requested by our online patient system Klinik such as Health Checks, Blood Tests, Medications Reviews,
  • Request repeat medications,
  • View test results,
  • View medical records (in a summarised format ie. current and past problems).

Using online services improves the patient experience by:

  • Enabling you to see your repeat prescriptions and order them in a fast and easy way with reduced approval cycles (3 vs 5 working days),
  • Enabling you to book appointments, request test results or check medical records without having to call the practice,
  • Enabling third party proxy access to your online services account so that a trusted person (family member or friend) can help you complete the above services. This help patients who are elderly, disabled or unable to use online services.

Patients registering for online services helps the practice as we can approve repeats more quickly, have a better audit trail, which improves patient safety and it cuts down on administrative tasks enabling us to focus on clinical tasks and improving overall practice efficiency.

How to Register for Online Services

You can register for online services by following the instructions on this page:

You can register with a number of online services providers. The practice uses Klinik as our online Patient System. Patient Access is highly integrated with Klinik. We recommend to our patients to register for Patient Access to have the most seamless user experience.

It is mandatory for us to receive two types of identification, one official photo IS (such as Passport or Drivers License) and one showing proof of address such as utility bill. These must be brought with you when you bring your online services application to the surgery and must be provided even though you provided such documentation when you registered with the practice.

It can take up to one month to complete the process and you will receive an email from “Your Healthcare Provider” which provides a list of all service providers with the necessary instructions to register and activate your account. It is important to register as soon as you receive this mail to avoid setup issues as described in our common support issues section.

How to Register for Proxy Online Services

You can begin the process for Proxy Online Services by following the below link and scrolling down to Proxy Access:

Proxy online services grants a trusted relative or friend access to your online services account. This enables your trusted person to perform online function on your behalf such as ordering repeat prescriptions or checking your test results.

Note you must still register for online services for yourself before you can grant proxy access.

It is mandatory for us to receive two types of identification, one official photo ID (such as Passport or Drivers License) and one showing proof of address such as utility bill. These can be scanned and attached to the online form and must be provided even though you provided such documentation when you registered with the practice.

I am unable to use Online Services

For booking appointments: Please call our Reception team and they will d this for you on your behalf.

Order Repeat or Acute (non-repeat) Prescriptions using Klinik by clicking on the link below:

Request your prescription at the surgery by either filling out one of the request forms available or by putting your request slip in the post box in reception or by writing to us. We regret that no medication requests can be taken over the phone.

Test results: Please call our Reception team and they will provide a copy of your test results.

Common Support Issues with Patient Access (PA) Registration/Usage

IssueHow to avoidHow to resolve
Password issuesPatients try to create passwords not meeting PA criteriaMust contain 1 lower case and upper case letter, 1 number, 1 support symbol ! # $ % £ * – ? @ _ | ^ ~ . : and be at least 12 characters long
Memorable Word IssuesPatients try to create memorable words not meeting PA criteria8-20 characters, case sensitive. You will be prompted to enter requested characters when signing in. Memorable word hint can be set
Verification Email not receivedCheck the email you registered with MMG matches the email you registered with PAAssuming same email registered check spam/junk folder as they can be often be sent there rather than your inbox
Linkage key error advises you you already have a Patient Access accountRegister with the practice first and not with PA until you receive your linkage keyContact PA support and ask them to delete your account. Contact MMG to delete and re-create your accoun t and send a new linkage key
Forgotten linkage keyRegister with online services as soon as you receive your linkage keyContact MMG to re-send your linkage key details
Forgotten PasswordUse a password manager system to securely save your passwordCheck spam/junk folder as password reset mails can often be sent there rather than your inbox
I can’t see repeat medications in PAYou did not check the repeat medications on your Register for Online Dervices formContact the practice to request this access. Changes in request need to be approved by a GP so may not be activated immediately
I can’t see medical records or test results in PAYou did not check medical records on your Register for Online Services formContact the practice to request this access. Changes in request need to be approved by a GP so may not be activated immediately
I need to request additional PA functionsCheck your registration form carefully that you have checked all required functionsPlease complete a new Register for Online Services form, checking the additional functions you would like to have activated
Note: older versions of Patient Access require us to ask you to resend required forms of ID. This is a legal requirement.
Who to contact to resolve Support Issues

Marlow Medical Group
Patient Support
Patient Access Support
Patient Access Support Team
Register for Online ServicesPassword issues
Re-send linkage keyMemorable word issues
Delete Patient Access account is linkage key does not workDelete Patient Access account is linkage key does not work
Request Proxy Access
Request additional Patient Access Features
Online Services User Guide

Step by Step instructions how to setup or perform key online services functions

Please see the below sections for specific queries with Patient Access

How to register with Patient Access

Please ensure that you have registered with MMG first and received your linkage key email from “My Healthcare Provider”

Follow the Patient Access support link to register with a letter:

  • On the Patient Access sign in screen, select Register now,
  • Enter your personal details, (Note: the gender field is optional)
  • Enter your account details, (Note: the mobile phone and marketing fields are optional
  • Accept the Terms and Conditions,
  • Select Create Account,
  • Verify your email address. Now your account has been created you must verify your email address. An email will be automatically sent to the email address you registered your Patient Access account with. This will provide you with a link to verify your account. Please note:
    • The verification email will expire in 24 hours. If you have not verified your email address within 24 hours, you can click Re-send verification email to send a new link to your email address,
    • You can click Skip verification for now to verify your email address at a later time. However, please be advised that you can only skip verification for 10 days, after his your account will be locked until you have verified your email address
  • Once you have clicked on Verify my email address in the verification email that was sent to you, you can then click Sign in to Patient Access,
  • Next choose one of the following options:
    • Link your GP practice (to link to your practice),
    • Skip for now (you can always link later using the Navigation pane or the My account section).
Proxy Patient Access

You can now request to act as a proxy for children, relatively and dependents that you care for using Patient Access,

This enables a parent, family member or carer to act on behalf of the patient with their access tailored accordingly. The proxy feature has gone through rigorous analysis to ensure there are no data privacy risks.

Appointment booking, repeat medication requests, and, where applicable, access to medical records, can easily be accessed by the proxy once a relative or person has been linked.

https://support.patientaccess.com/proxy/getting-set-up-as-a-proxy

Once the practice sets up access, the relative or person you wish to act on behalf of will automatically display inside your account.

You will be able to find the relative or person in your Patient Access account on desktop by selecting your name at the top of the screen, then Linked Users > Switch.

After your practice has verified any necessary identification (ID), they will then provide you with a registration letter. You can then create your proxy account with those details, following the instructions on-screen in Patient Access.

Once you have logged into your proxy account, you will see any relatives or people that your practice has set up on your dashboard as a button.

You can view your own account details by clicking on your name, top right of the screen on desktop browsers.

Proxy Patient Switch between linked accounts

https://support.patientaccess.com/proxy/search-and-switch-between-linked-accounts

You will be able to find the relative or person in your Patient Access account on desktop by selecting your name at the top of the screen, then Linked Users > Switch.

On IOS and Android apps, you can find the relative or person under More > Switch user. This brings up the names of any relative or person linked to your account.

Where you have 4 or more linked relatives or people that you care for, you can use the Linked Users search box to search by name for those in your care. The list of available linked people is refined as you type. You can then click the button to switch to that person.

Switching back and forth from your own personal account

When you have switched to a relative or another person, you will notice a dark blue banner at the top noting ‘Acting on behalf of XYZ person’ to remind you. The relative or person’s name will also show top right on the screen.

Where relevant, the Patient Access app will also display ‘acting on behalf’ of information. This includes any video consultation call you are having with a GP and when an appointment is booked by you and added to your calendar.

On desktop browsers, you can swiftly switch back to your own account by clicking your name in the top right, Your Personal Profile > Switch.

On IOS and Android apps, you can switch back to your own account by clicking More > Linked users.

When you carry out an action on behalf of relative or person, you will be shown a notification reminding you. This will show once per login session, per relative or person. It asks you to proactively click No or Continue to confirm the decision.

Request Repeat Medications

You can only request repeat medication through Patient Access.

Acute medication is for information only and needs to be ordered using the web prescription request form:

  1. Do one of the following:
    1. Select New request from the Medication requests section of the homepage,
    2. Select Repeat Medication from the dashboard, then Request medication.
  2. Select + to add the medication(s) you would like to request, or use Select all medications from the right-hand panel. All selected medications can be viewed in the right-hand panel,
  3. Select Request ‘X’ medications,
  4. Enter a message for your practice if applicable (Note: this field is optional, mandatory or disabled depending on your practice),
  5. Select one of the following:
    1. Nominate pharmacy (to locate and select a pharmacy, if you have not configured a nominated pharmacy, who will be sent the prescription electronically). Note: In this scenario, the prescription does NOT need to be collected from your practice. The medication can be collected directly from your pharmacy, once approved by your practice,
    2. Not now (to collect the prescription from your practice),
  6. Select Confirm request. Your prescription request has now been sent.
Booking Appointments
  1. Do one of the following:
    1. Select New booking from the Upcoming appointments section of the homepage,
    2. Select Appointments from the dashboard, then select Book new appointment,
  2. Under the ‘Your GP practice appointments’ section, select the type of appointment you require, eg. telephone,
  3. Select Filter clinicians, if required, to filter by Practice Member, Gender or Language,
  4. Select the date of the appointment, or use the arrows left and right to see more available dates,
  5. Select the appropriate time,
  6. Add the reason for the appointment. For example, this might include the symptoms you’re experiencing so your GP is aware prior to your appointment,
  7. Select Book appointment. Your appointment has now been booked
  8. You can choose to print or export/add the appointment to your calendar at this point by scrolling down.
Cancel Appointments

Cancel directly from the Upcoming appointments section of the homepage.

  1. Select the appointment from the Upcoming appointment section,
  2. Select Cancel appointment,
  3. Enter the reason for cancelling the appointment,
  4. Select Cancel appointment.

Cancel from the Appointments section

  1. Select Appointments from the dashboard,
  2. Locate and select the appointment you wish to cancel, or select in the top right-hand corner of the upcoming appointment,
  3. Select Cancel appointment
  4. Enter the reason for cancelling the appointment,
  5. Select Cancel appointment.

The appointment has now been cancelled.

View Medical Records

To view your medical record, simply select Medical Record from the dashboard to expand the selection, then select the area you would like to view.

  1. Problems,
  2. Medications,
  3. Test Results,
  4. Immunisations,
  5. Allergies,
  6. Documents,
  7. Consultations.

Some version of Patient Access show your medical record as current and past problems. You may need to search across all tabs to find your problem.