Online Services Frequently Asked Questions

IT Troubleshooting FAQs

Username problems:                

Please note - usernames are usually in the format of FirstnameSurnameDDMMYY (DDMMYY being your date of birth)

No spaces should be entered in your username or this will cause a failure to log in.

Password problems:

 If you have forgotten your password this can be re-set by clicking the "forgotten password" link on the login screen, or by contacting the practice.

Passwords should contain at least 1 non-alphanumeric symbol, for example ! * £ % etc.

 Forgotten password?

 You can use the "forgotten password" link to reset your password, if you are unable to use this option then please contact the practice.

 Account locked?

 Your account will automatically lock after three failed password attempts. You will need to contact the practice to be re-registered.

The text message for my username and password

contain full stops, should I enter these?

 You do not enter the full stops from the text message after your username or password.

Medication Ordering FAQs

Medication Ordering


You are unable to place a repeat medications order and a custom medication request order at the same time.

Selecting custom request after ticking repeat medications will remove your repeat medication order.

Repeat medication orders and custom request orders must be processed separately.

i.e. place your repeat medication request, then access page again to make custom request.

It won't let me tick a repeat

medication to order it?

This could be because:

(a) your medication is not quite due or (b) because you could be due for a medication review

You can still order your medication by free typing this as a "custom request"

I would like to request my

medications early but it won't

let me order them?                             

You can request your repeat medications early by typing a message to us in the "custom request" box.

You will need to give us a reason why you are requesting your medications early i.e. going on holiday


Appointments FAQs

I am not sure if the appointment I have booked online has been successful?    

We advise checking the "future appointments" page after booking an appointment.

If your appointment has booked successfully it will appear as booked on this page.

I have an appointment booked that I am not aware of?             

You may see an appointment booked for you that you do not recall booking, this may be an appointment booked on our clinical system used for administration purposes to manage an aspect of your care. Please contact the practice if you are unsure if this is a scheduled appointment for you to attend.

Medical Record FAQs

How can I be certain that no one else can get access to information from my GP record?          Only you will be given access to your record. When you sign-up to SystmOnline, you will be given a secure login and a password. These details are unique to you and, long with your personal information, will not be shared with anybody else unless you choose to let them see it. This is no different to how you would access other online services, for example internet banking.



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