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Castlegate & Derwent Surgery Isel Road, Cockermouth, CA13 9HT Tel: 01900 705750

ABOUT ONLINE SERVICES 

If you wish to, you can use online services to book appointments with a GP, Nurse or Healthcare Assistant request repeat prescriptions for medications you take regularly and look at your medical record online. You can still give us a call or visit the surgery for any of these services. It’s your choice.

What are the advantages of using Online Access? It is an invaluable service for patients who have hectic lifestyles, work shifts or have mobility problems as it allows you to make or cancel appointments and order repeat medication at any time of the day. It also means that you can access it from anywhere in the world should you require medical treatment on holiday.

Patients who are able to see their medical record online find it helps them to manage their medical conditions more effectively and become more involved in their care.

Online Access is available 24 hours/ 7 days a week/ 365 days a year and can be accessed from your home PC, Tablet or Mobile phone.

What may I be able to see?

  • Upcoming/ past appointments
  • Results e.g. blood pressure, blood tests
  • Vaccinations and immunisations
  • Medications
  • Clinical/ hospital letters
  • Allergies
  • Problems
  • Consultations

Appointments- You can book, view or cancel appointments using online access. Appointments are available online for our GP’s, Nurses and Health Care Assistants. You can book up to 5 appointments at any one time including those made in person, online or by telephone. If you are unsure as to who you need to see please speak to our reception team who will signpost you to the most appropriate clinician or view our handy signpost guide for further information.

If you are unable to attend an appointment that you have booked online, you can either cancel it using your app or speak to our reception team who can cancel for you.

Help us to provide more appointments to those who need them by cancelling if you are unable to attend. DNA appointments= prolonged waiting times

If we have a mobile phone number registered to your record, a text reminder will be sent out before your appointment.

Reasons for appointment- We would ask that you enter a reason for your appointment in the box provided when booking an appointment. Please be assured that all details entered are secure and our practice has a strict confidentiality policy.

Prescriptions- You can order repeat prescriptions using online access apps. You will be required to specify the pharmacy you wish your medicine to be issued to. Please allow 72 hours (3 working days) before collecting your prescription.

Can I alter a record? No this is a ‘read only’ facility. You can however, print off details to take to e.g. a hospital appointment. All attempts are made to ensure your medical records are correct, however if you find any information which has been misfiled or find any errors, please contact the surgery as soon as possible for us to rectify the issue.

Please note if we record an entry as ‘date unknown’ Online access will show it as 1899 on the page that you view. We realise we have no patients who will be this old and it is simply a default computer position.

What are the risks for me?

  • There may be something in your record that you do not want to be reminded about.
  • Some terms may be difficult to understand as the notes are made by doctors and nurses for each other. There are links from the apps to view further information about problems, terminology and  medication.
  • Test results that are abnormal, may worry you until you are able to speak/ see a GP or nurse.

Proxy access- refers to access to online services by somebody acting on behalf of the patient and usually with the patient's consent. All requests for proxy access will require approval from a GP before access is given. Visit the proxy section of how to register for more details

 Who can gain proxy access?

  • A parent or guardian who has legal responsibility for patients who are under 11 years old.
  • A parent or guardian where a patient is age between 11 and under 16 who has given permission.
  • A parent or guardian who has legal responsibility for a patient age between 11 and under 16 where a GP has assessed that the patient is not capable of making their own decisions about medical health
  • A carer for an adult patient (16 years and over) and has given permission.
  • In cases where the patient does not have capacity to consent, the GP can decide that it is in the best interests of the patient for a representative to have proxy access, these will be considered on a case- by case basis.

Inappropriate use- We would consider inappropriate use as sending inappropriate or abusive messages, not attending booked appointments, booking for other members using your name, consistently booking inappropriate  appointments with members of our team; all of which will result in your access being removed. 

Security- Online access apps have the same level of security as online banking. The information you view comes from the clinical system at your GP practice, this information is encrypted and sent securely from the GP system to your app, this means it is very difficult for anyone else to intercept and read the information. When you log off online access or if there is a problem with your computer (e.g power failure), all your confidential medical information is cleared from the system.

It will be your responsibility to keep your login details and password safe and secure. If you know or suspect that your record has been accessed by someone that you have not agreed should see it, then you should change your password immediately. Using the update password feature on the individual apps.

If you are having problems doing this, please contact the surgery immediately and we can remove online access until you are able to reset your password.

If you print out any information from your record, it is also your responsibility to keep this secure. If you are at all worried about keeping printed copies safe, we recommend that you do not make copies at all.

What happens if I change practices? Another practice may not use the same clinical system and so we cannot guarantee that you will be able to have this facility at your new practice. You should enquire at your new practice about their online services when registering.

Where can I get further information? Click here to view our practice Online Access Policy.

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