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My Health Online

My Health Online is a new online service brought to you from NHS Wales. My Health Online offers patients the convenience to request repeat prescriptions online.

Patients Frequently Asked Questions

It is important to register on My Health Online as soon as possible after receiving your registration letter.

Why do I need to provide proof of my identity?

It is important to make sure that the person applying for an account is ‘who they say they are’ in order to protect patient confidentiality, maintain the security of the system and prevent potential misuse of access. Security is very important to us and this is one of the safeguards that have been put in place.

Is my information in My Health Online secure? 

The privacy of your information is very important. Your information is securely held by your GP, and information visible through the website is protected using the highest standards of internet security. The only individuals who can see your information is your GP and other practice staff. If you lose your security details at any time or believe that someone else may have used your password or gained access to your account, contact the practice straight away, by telephone or in person.

Is there a charge for using My Health Online?

No, there is no charge for patients who use My Health Online.

I have forgotten my password/log in details?

Please contact your practice, who will generate a new letter for you with new registration details. You may be asked to answer your security question you gave during registration.

  How do I manage my repeat prescription online?

  • Log on to you’re my Health Online account.
  • At the bottom of the page you will see your repeat prescriptions tab.
  • You can make a choice to
    • Make a request
    • See request details
    • List of your repeat prescriptions

 Please allow 48 hours for your practice to process your request. It is advisable to check again online to ensure your request has been approved by your GP Practice. 

If you don’t have any prescription requests waiting you will be advised of this. You may need to contact your practice as you may be due for a review

I have an arrangement with my practice to pick up my medication at my local pharmacy, will this change?

No this will not change. You will collect your medication the same way you did before. Ensure you leave 24-48 hours from your prescription been approved online before you go to your pharmacy

I have an arrangement with my practice to pick up my medication at my local pharmacy, will this change?

After you order your repeat prescription online, wait 24 – 48 hours to check the status of your request. If it has been approved you will see accepted next to your request. If it has been rejected your will see an ‘r’ next to your request. This may be because you are due for a review. You should contact your practice for further information.

I need to order my medication urgently, can I do this using My Health Online?

My Health Online should not be used in an emergency situation. If you require medication urgently please contact your practice directly.

I have changed my address details, what happens now?

Your practice will be notified of any changes you make. They will either accept your changes or in some cases may decline these changes. If your practices decline’s your changes this may be because you have moved out of the catchment area. You should contact your practice to discuss.

I don’t have access to a computer at home, can I still use My Health Online?

Yes, you can use My Health Online from any computer that is connected to the internet. Free internet access is available from all libraries in Wales.

I have recently moved - do I need to re-register with my new practice?

Yes, if you have moved to a new area and registered with a new GP practice you must re-register to use My Health Online in your new practice. My Health Online is not currently available to all GP practices in Wales.

I was using My Health Online and walked away for a moment. When I returned I found I was logged out of My Health Online?

My Health Online has a time out function, which means if you are logged in and no activity has occurred in over 20 minutes the system will automatically log itself out. This is to prevent another user from accessing your account. You will need to log back in to complete your session.

What computer/hardware do I need to use My Health Online?

My Health Online can be accessed from any PC or device providing it is connected to the internet. You will need a valid e-mail address to access My Health Online.

I am having trouble accessing the website. What do I do?

Before you contact your practice please ensure you

  • Can view other websites, example Google, if you cannot then it is likely there is a problem with your PC or browser.
  • Ensure you are using the correct link. www.myhealthonline-emis.wales.nhs.uk
  • Ensure you are adding the link to the address bar and the top of the screen and not the search engine.

I want to make a complaint about My Health Online?

Please contact your GP practice to make a complaint.

I have changed my mind and don’t want to use My Health Online anymore?

Please advise your practice and they will remove you from the system.

What if I need further help?

If your question has not been answered, please contact your GP Practice.