This guide covers the following topics:
Note: The online services detailed in this guide may not be offered by the healthcare service who has granted you access to SystmOnline.
SystmOnline allows patients or someone acting on behalf of the patient to proactively manage their care. The online services available include the ability to view an online Electronic Medical Record (EMR) as well as booking appointments and managing medication.
SystmOnline is available as an online service or via apps, providing patients with convenience and flexibility when managing their care.
The SystmOnline apps can be used on Apple devices (iPhones and iPads) and on Android devices (mobile phones and tablets). They can be downloaded for free from the Apple App Store and from the Google Play Store. Simply click the relevant logo on the SystmOnline Login page.
Note: SystmOnline is only available from within the UK. You cannot access SystmOnline from abroad.
If you are trying to use the SystmOnline service, you will be in one of the following situations:
1. You have a SystmOnline username and password
Enter your username and password on the SystmOnline login page and click Login.
If you have been granted online access to more than one organisation and/or more than one person then you will see the Choose Patient screen. Under the organisation you want to use click on the name of the person to choose that account. This might happen if you have a relative who is not confident using a computer and has granted access to you so that you can use SystmOnline on their behalf.
You will then see the SystmOnline Home page, which shows your details and your healthcare organisation’s contact details at the top.
Note: The online services available here will depend on the services your healthcare organisation has decided to offer; therefore, not all of those listed in this guide may be available to you.
You can navigate to all the online services from the Home page. To return to it, click Home in the blue menu bar.
2. You have an account ID, passphrase and organisation code
Go to the SystmOnline login page and click Sign up. (You will only be able to sign up if your GP practice holds a verified email address for you)
You will then see the Sign up page, fill in all of the fields and click Sign up.
You will be sent emails containing your SystmOnline username and a temporary password.
3. You have no login information
You will need to go to your registered healthcare organisation to request a SystmOnline username and password. Consider calling the service in advance to find out what kind of identification you will need to take with you, e.g. a driving licence.
Some healthcare services have their own websites with links to the SystmOnline Registration Page.
If this page is available, you can register with that organisation (if you are not already one of their patients) and register for online services.
If you wish to register as a new patient at the healthcare organisation you should click on the Register with link.
This option will not register you for Online Services; it will take you to a registration form.
1. Click on the Register with ‘Organisation’ button.
2. Fill in all of the required fields and click Submit.
3. A Self Registration Successful page will be shown if your registration has been submitted to the service successfully. If you do not receive confirmation of your registration in a few days, please contact the service.
1. Click on the Request Access to Online Services at ‘Organisation’
2. Fill in all of the required fields and click Submit.
3. To complete your registration you must go to the organisation with valid proof of identity e.g. passport, driving license etc.
Note: This section of the page will only be available if your organisation has chosen to have this page set up.
Note: SystmOnline does not currently link with any third parties.
To reset third party linked accounts or re-issue a passphrase you will need your Account ID and Organisation Code. When logged into SystmOnline you can find these in Online Account Management under Account Information.
This is the information you will use to log on to HSCIC approved third party patient facing services applications. Your passphrase (third party passphrase), is another type of password and is not displayed for security reasons. If you have forgotten your passphrase, you can either contact your healthcare provider directly or use the Re-Issue Third Party Passphrase on the Login page.
Resetting your linked accounts will remove your access to SystmOnline and any other third party online services you currently have access to. If you choose to reset your accounts, you will be prevented from logging on to SystmOnline or any other third party patient facing applications and will not be able to manage your care online.
After resetting your online account, if you decide you need access to online services you will need to re-register at your healthcare organisation.
If you have forgotten your passphrase, you can use the Re-Issue Third Party Passphrase on the Login page.
You will need to enter the required Account Information, including the organisation code of the healthcare service you wish to use online services for (they can give you this information). Once you have entered this information and pressed “Re-issue passphrase” your new passphrase will be emailed to your verified email address.
You will initially be given a random password and when you log on for the first time, you will be prompted to change it to something more memorable. Passwords must be eight or more characters long and must contain at least one letter (a-z), at least one numeric character (0-9) and one non-alphanumeric character, e.g. '!' or '?'.
If you need to change your password at any other time:
If you forget your password, you can reset it yourself, provided your healthcare service has an email address for you that has been verified as being correct (this means the healthcare service has sent an email to you in the past and you have replied to it).
To reset a forgotten password yourself:
If you do not have an email address that has been verified, you will need to visit your healthcare service in person and ask for your password to be reset. When you log in with the replacement password, you will be prompted to change it to a password of your own choice.
If you enter your password incorrectly five times you will be unable to log on to SystmOnline and your account will be suspended. On SystmOnline you will get an error message stating that your username or password is incorrect. You will need to contact your healthcare service to re-enable your online account.
To log out:
Note: The website will automatically log out after a period of inactivity. Type in your username and password to log in again.
If you have been granted online access to more than one organisation and/or more than one person you can switch accounts without logging out.
By clicking on the Appointments link on the home page you will be able book and cancel appointments and view past/future appointments. You will be able to see up to five past appointments and all future appointments.
Your healthcare service may limit the number of future appointments that you can have at any one time. If you have already reached this limit and would like to book another appointment, you should contact your healthcare service by telephone or in person.
Providing you have not already reached your service's limit for the number of future appointments, you can book an appointment using this service.
Note: If you wish to print the details of an appointment later this can be done in Future Appointments.
To cancel an appointment:
By clicking on the Medication link on the home page you will be able to request prescriptions; view outstanding prescriptions and change your nominated Pharmacy (this option will only be available for patients registered at GP practices offering Electronic Prescribing).
For certain drugs, you can request a new prescription.
Click the Medication link. From here you can select which medication you require from existing medication or make a custom request.
Note: You cannot request existing medication and make a custom request in the same request.
Existing medication which is available for you to request is split into Recent Medication and Regular Medication. Recent Medication is any one off medical item that you have been prescribed recently by your healthcare organisation. Your healthcare organisation can set how many months of previous recent medication can be viewed. Regular Medication is any repeat medicine that you have been prescribed.
To request existing medication.
Note: Medical items will only be available if your healthcare organisation have made these available.
To make a custom request
Note: Please check with the practice regarding their policy on contacting online users.
To change the pharmacy you collect your prescriptions from:
Note: You will only be able to specify a pharmacy here if you are logging on to your SystmOnline account for your healthcare organisation and your registered healthcare organisation sends your prescriptions to a pharmacy electronically.
By clicking the Patient Record link on the Home page you will be able to access your patient records, view test results and record audit.
If you have been granted access to your full clinical record or your detail coded record view you can find this by clicking the Patient Record link on the Patient Record page.
If you have not already requested access, you can request access to this service by clicking Manage Online Services from the Online Account Management page. Click the Patient Record link on the Patient Record page after a week or so to see whether access has been granted. If it has not, either wait a few days longer or contact your practice to enquire.
When your request has been granted, you can use the search options on the Patient Record page to specify the time period you want to view or to limit your search to a particular person or entry type. You can also search for a particular phrase using the text search
All information is displayed in date order with the most recent information showing first. To browse through the pages, click Next, Previous or a particular page number.
Click Back to return to the Patient Record page.
Note: The Patient Record option will only be available if your healthcare organisation offers this service.
To view key details from your Electronic Health Record, click the Summary Patient Record link on the Home page.
The summary will include details of the following which have been recorded by the service where you have your online account:
Click Back to return to the Patient Record page.
Note: The Summary Patient Record option will only be available if your healthcare organisation offers this service.
To view the vaccinations your patient record shows you as having had in childhood, click the Childhood Vaccinations link on the Patient Record page.
Click Back to return to the Patient Record page.
Note: The list of vaccinations shown may be incomplete if the vaccination data was recorded on a different clinical system from the one used by your healthcare organisation.
To view a pathology or radiology result via SystmOnline:
If your healthcare service uses the messaging service in SystmOnline, a message will be sent to your SystmOnline account to inform you when new pathology/radiology results are ready for you to view.
Note: Pathology/radiology test results will only be visible if your healthcare service offers this service.
To view a list of people who have accessed your electronic patient record:
Bear in mind that office and reception staff will need to view your patient record for administrative reasons, such as booking appointments and filing letters.
Note: This option will only be available if your GP practice offers this service.
Provided your GP practice offers this service, it is possible to use SystmOnline to communicate with your registered GP practice regarding non-urgent issues. Note: If you require a quick response, you should ring your practice or visit your practice in person.
Click the Messages link on the Home page to view all messages sent and received. Use the search options at the top of the page to specify the time period you want to view or to limit your search to a particular sender/recipient.
To view a message:
If your healthcare service operates a service allowing you to view pathology/radiology test results in SystmOnline, a message will be sent to your SystmOnline account to inform you when new pathology/radiology results are ready for you to view.
You can send messages to the healthcare service or to a particular person and they can send messages back to you. If your healthcare service holds a mobile number or email address for you that they know is correct, they may send you a text message or email to let you know when a message is waiting for you on the SystmOnline Messages page.
To send a message:
To find out if the person you sent the message to has read it, check the Read column in the list of messages. It will show 'Yes' if the message has been read.
To remove a message from the list, click Archive next to it and follow the on-screen instructions. The message will disappear from the list but you can see it again if you click Show Archived Conversations. Archiving a message that has not been read yet will not stop it from being received by your practice.
To complete a questionnaire:
To manage your online account, follow the Online Account Management link on the Home page.
To change your address, phone number(s) or email address:
Note: If you are happy for your healthcare service to send text messages to your mobile phone, e.g. appointment reminders, select Allow SMS notifications and ensure that you have provided your mobile number.
To link a new account:
If you have not registered or do not have this information, please contact your healthcare service.
To manage what services you have access to on SystmOnline:
Messaging is currently managed by healthcare services only.
To remove access to your SystmOnline and any other third party online services you can reset your account using the Managing Account Access link from the Online Account Management page.
Pressing the Reset button will log you out of your account and stop your access to SystmOnline.
To reactivate your online account you will need to contact your healthcare service.
This page displays your online account information. It will always display the account information for you, even if you have logged on to SystmOnline on behalf of a friend, relative or someone you care for.
On the Manage Account Users page, you can view who has access to the selected patient’s online account and what online services for that patient they have access to.
To remove someone’s access to the selected patient’s account:
Note: Anyone with access to the patients account is able to manage this screen.
From the Manage Account Users page you can view if anyone with access to the patients account uses third party software to access their online account. This is done by clicking the View button under Account Linkages.
Any person who previously had access to the account is listed on the Manage Account Users page.
This page allows you to see all the actions on your SystmOnline account. Use the search options at the top of the page to specify the time period you want to view, who accessed the account and what actions were performed.
Please use this service responsibly. In the case of any abuse of the service, your healthcare organisation can prevent you from accessing the service by stopping your username and password from working.
Examples of irresponsible use of the system may include, but are not limited to:
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