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For any issues regarding the visibility of information, this is likely to be a result of your GP practice’s organisational preferences i.e. your GP can change the settings so that patients cannot see certain test results or cannot book appointments online with them. If the issue is still not resolved after speaking to your GP practice, they can follow the helpdesk procedure and contact us directly.
‘The system won’t allow me to login. I have tried to reset my password but the system message says it is unable to perform this request. What should I do?’
It is likely that your GP practice does not have a verified email in your patient record, so they do not have a way to send you a verification link. You will have to contact your GP practice to reset your password. TPP advise you to get in touch with your GP practice first so you can bring any forms of identification they might require in order to carry out the password reset.
‘Why can’t I send a message to my required clinician?’
This is likely to be an organisational preference. Please contact your GP practice, if they do have messaging enabled but it is still not working, they can raise it with the TPP helpdesk.
‘I have forgotten my user name, so I am unable to login to my account for SystmOnline and I cannot request a new password without a username. What should I do?’
Please visit your GP practice to acquire your log on details. TPP advise you to get in touch with your GP practice first so you can bring any forms of identification they might require.
‘My practice has incorrectly set up my username. How can I fix this?’
Please contact your GP practice, they will be able to amend your username.
‘My surgery has given me a username and password, but when I put these details in, the system tells me I already have a username and password. What should I do?’
It is likely there is someone else registered at your practice with a similar username (these are automatically generated). Please contact your GP practice to clarify the user name and password.
‘I wish to make a non-urgent appointment online to see my Doctor, but the required surgery does not appear on the list of surgeries to choose from. What should I do?’
This is likely to be an issue with your GP practice's site, or to do with their organisational preferences. Please contact your GP practice to resolve this issue.
‘I want to make an appointment with a particular person, but I cannot find them on the book appointments screen.’
Please raise this with your GP practice who can advise on which staff members have appointment slots bookable online. The practice can decide which staff members’ appointments can be booked online.
‘I require more than one appointment. The system will not allow me to book more than one, why is this?’
Please be advised that if you are unable to book multiple appointments on SystmOnline then this will be due to a preference set by your GP practice. Please raise this with your GP practice.
‘I need to order a repeat for my child. Please could you advise me on how to do it online.’
Your child will need their own SystmOnline account. Please speak to your GP practice, they will be able to set your child up with a SystmOnline account or allow you proxy access via your own account. TPP advise you to get in touch with your GP practice first so you can bring any forms of identification they might require.