My account is locked

If you type the wrong username or password three times, your account will be locked. This is a security measure to prevent unauthorised access. Your practice controls your account, so you'll need to contact them and ask them to reset your details. When they do this, they'll print a new registration letter which you'll need to collect from the practice. Don't forget to take proof of your identity with you when you go (e.g. your driving licence or passport).

This process takes longer to complete than resetting accounts for other websites you may use for shopping or social media. This is because your medical information is strictly confidential and owned by you, so your practice must be absolutely sure that only you or your carers have access to it.

IMPORTANT: Tickets can only be raised for Medical practices in England. If your practice is outside England, please raise your query directly with your Medical practice.

If you still need help with using Patient Access, you can raise a ticket here for the support team. If you want to discuss a medical issue, contact your practice.

Patient Access is an online service provided by EMIS Health. We provide the clinical system that your practice uses and which you connect to through Patient Access. Your Patient Access account is configured and looked after by your practice, not us, so you will sometimes need to contact them directly if you’re having problems. However, where we can help you or your practice we certainly will.