Patient Online Access Problems – Update of Progress

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Thank you for your patience as we navigate the problems we are experiencing with Patient Online Access.

When we merged, we were informed that patients would simply need to reroute their online account to Almondsbury Surgery.

We have now learned that this information was incorrect. Please accept our apologies for this miscommunication.  Whilst we understand your frustration, we politely ask for you to treat our staff with respect when raising any queries.

Every patient will essentially need to be treated as a new patient and set up from scratch – we are in the process of completing this mammoth task on our clinical system which involves individually accessing each patients record and sending linkage codes to the email address on record.  Most people are finding this email in their junk folder.

If you had an account before, you do not need to provide identification. We can identify previously registered patients on a report that we have extracted from the system.  We are currently working through the list as stated above.

We have found ‘Patient Access’ much more complex than ‘NHS App’.

If you are used to using ‘Patient Access’, we kindly ask you to change to the ‘NHS App’ as we have found this is a much easier app to use.  Using the NHS App will allow you to do everything you have previously done on Patient Access, including seeing Test Results and Ordering Repeat Prescriptions.

Please bear with us.  If you are not active by close of business 11th July 2025, please contact us at Pilning Surgery to review this with you.

In the meantime, if you need to order a repeat prescription you can do this via a paper form in the surgery or by emailing the Severnvale Prescription Hub directly on bnssg.pilningprescriptions@nhs.net. Please include your Full name, Date of Birth and medications required.

For any new Patient Online Access, we will require you to follow the usual process of completing an online access form which can be collected from the reception desk and will require proof of identification. Please bring your identification along with your completed form to the reception desk.

We will be organising ‘drop in’ sessions for patients who wish to go through the process in person – please book your slot with our reception team at Pilning Surgery after Friday 11th July.

Kind regards,

Management Team and Partners of Hanham Health


To contact ‘Patient Access’ Help desk please see the below email address:

Patient Access: support@patientaccess.com

For NHS App Help desk please follow the instructions below:

NHS App:

  • Log into NHS App
  • Click the question mark in the top right (labelled help)
  • On the page that appears scroll down to “Contact the NHS App team” and click on this option
  • On the page that appears scroll down to the bottom where there is a green button that appears saying “I need help with something else”
  • Please fill in the form that appears
  • Click “Send Message” at the bottom.