App Issues
Last Updated: Friday, 26 September 2025We recognise the benefits of using the healthcare apps and encourage our patients to install and use one. However, sometimes, there can be technical issues.
As a GP practice, the only control we have is what you can see on the app from your medical record. We can also issue you with a pin number which you can use to link your app to your medical record however, this isn't always successful.
Unfortunately, we are aware that the NHS App, in particular, can lose the connection to your medical record. We have no way of re-linking this. Our only option is to suggest you close your account and open a new one. This should then re-establish the link. Once you have done this, get back in touch and we can then enable the viewing of your medical record.
You are also free to use a different app, there are many out there. For this, you would need to visit reception at Mather Avenue Surgery for a reissue of a pin so you can link the account.
We have attempted to engage with the NHS App's support team in the past but have found that we have received very little support or response when trying to help patients with this process. However, you are free to contact them to see if they are able to do anything else their end.