Herefordshire & Worcestershire LPC

NHS Mail

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NHS MAIL HELP DESK

General Queries:
Tel: 0333 200 1133
Email: helpdesk@nhs.net

Pharmacies should contact:
Email: pharmacyadmin@nhs.net


USEFUL DOCUMENTS

Guide for Community Pharmacies

2019 QP Gateway Criterion

USEFUL LINKS

Frequently Asked Questions

NHS Digital

Joining NHS Mail

Pharmacy Registration Portal

NHS Mail Log-in

NHS Mail Self Help

NHSmail accounts are being offered to community pharmacists to support the secure exchange of patient or sensitive data with other health and social care professionals.


Frequently Asked Questions and Additional Support


  • What is NHS Mail?
  • Do I need to have an NHS Mail account?
  • How do I obtain an NHS Mail account?
  • What if I already have an NHS Mail account for my pharmacy?
  • What to do if a new staff member is joining the community pharmacy and requires an NHSmail account?
  • What to do if you require additional accounts beyond the standard three accounts?
  • Who should I contact in case I have a technical query?
  • How can I use NHS Mail?
  • More FAQs
What is NHS Mail?

NHSmail is our secure email service approved by the Department of Health and Social Care for sharing patient identifiable and sensitive information. NHSmail, messaging, and sharing can be accessed by any organisation commissioned to deliver NHS healthcare or related activities.

source: https://digital.nhs.uk/services/nhsmail

Do I need to have an NHS Mail account?

Having a shared NHSmail account for your community pharmacy is a Gateway criterion for the Quality Payments Scheme and it is also necessary for any pharmacy contractor that wishes to provide the NHS Urgent Medicine Supply Advanced Service (NUMSAS).

source: PSNC

How do I obtain an NHS Mail account?

If you want to obtain a shared NHSmail account for your pharmacy, you can do this via the NHSmail registration portal. Working through this process will include the creation of up to three personal NHSmail accounts which will be used to access the shared NHSmail account. The process is explained in PSNC Briefing 058.17 How to complete the NHSmail registration process. During the registration process, if you are unable to locate your pharmacy within the portal, please contact pharmacyadmin@nhs.net and they will support you through the process (also see section below).

Once you have completed your registration using the portal, you will be sent login details for the personal accounts so that you can activate them and then log into your shared NHSmail account. When you first login to your personal NHSmail account, review and accept the user agreement which should pop up on your screen. Each NHSmail user within your pharmacy can activate their account by logging in using their individual login details; activation applies to each person. After each staff member has accepted the user agreement, each person should receive an email which explains that activation has taken place. If you are having difficulties with activating your account, contact pharmacyadmin@nhs.net who will support you through the process.

source: PSNC

What if I already have an NHS Mail account for my pharmacy?

Some pharmacies already have an NHSmail account for their pharmacy. This may be a shared mailbox, which users log into using a personal NHSmail account (i.e. the shared mailbox cannot be logged into directly), or it may be an NHSmail account which has been created for the pharmacy using a personal NHSmail account. NHS England and NHS Digital want all pharmacies to have shared mailboxes which can only be accessed by authorised users who log in using their personal NHSmail account. This is also the only type of account which will meet the Gateway Criterion for the Quality Payments Scheme.

If you already have a pharmacy NHSmail account, but it is not a shared mailbox, follow the above process to request a shared NHSmail account.

source: PSNC

What to do if a new staff member is joining the community pharmacy and requires an NHSmail account?

If you are joining a community pharmacy and already have an NHSmail account you will need to ask the shared mailbox owner to add your account to the premises shared mailbox. If you do not have an NHSmail account you will need to inform the shared mailbox owner. If the pharmacy has less than 3 user accounts the shared mailbox owner will need to contact the pharmacy national helpdesk at pharmacyadmin@nhs.net to ask for your account to be created. You will need to provide the shared mailbox owner with your personal mobile phone number as your password will be sent to you via a text message. For further information on the use of mobile phone numbers see the Guide for community pharmacies using NHSmail.

source: PSNC

What to do if you require additional accounts beyond the standard three accounts?

If your pharmacy already has three user accounts the shared mailbox owner will need to email your NHS England local area team with reasons for why more than 3 accounts are required and ask them if they are happy to approve your additional account. If your additional request is approved NHS England will need to email the pharmacy national helpdesk at pharmacyadmin@nhs.net stating that your additional account has been approved and ask for the account to be created. Again, you will need to provide your personal mobile phone number as your password will be sent to you via a text message.

source: PSNC

Who should I contact in case I have a technical query?

In the event of a technical NHSmail query:

1. Please contact pharmacyadmin@nhs.net so that emails go directly to the national NHSmail team managing pharmacy accounts.

[The general NHSmail national helpdesk may be able to help in some scenarios (0333 200 1133), however it is recommended for pharmacy staff to please email the NHSmail pharmacy admin team rather than to call the general NHSmail helpdesk.]

2. Your email should be short and should include your question, name, position, pharmacy name + ODS (F) code, and your contact telephone number.

3. The NHSmail pharmacy admin team may email or phone you to request further information to progress your query.

4. Please make use of the incident reference number (INC number) provided, and you may re-open a ticket if you are not satisfied after one has been closed.

5. Keep all of the emails just in case further escalation is required. You may escalate such emails to PSNC by emailing PSNC if you have a single or systemic issues that you are struggling to resolve with the NHSmail pharmacy admin team and you have tried the above.

source: PSNC

How can I use NHS Mail?

NHS Digital has developed a guide which explains how to make use of NHSmail: Guide for community pharmacies using NHSmail (November 2017). This guide includes information about:

  • logging in;
  • the Shared Mailbox Owner;
  • email signatures;
  • setting auto responses;
  • what to do if your name changes;
  • training links;
  • forgotten password process;
  • locked account process;
  • using the NHS Directory to find people; and
  • service status.

The NHS Digital Mobile configuration guide for NHSmail explains the requirements for use of NHSmail on mobile devices such as Smartphones. The guide explains that mobile app NHSmail usage currently ‘does not support shared mailboxes’ but that personal accounts can be accessed. Pharmacy contractors may access NHSmail via their Smartphone web browser.

source: PSNC

More FAQs

More FAQs can be found on this PSNC page: https://psnc.org.uk/contract-it/pharmacy-it/nhs-mail/


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