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Care Portal Processes – GP Practices

When new staff members employed by the Practice require Care Portal access is that the Practice Manager can raise requests to lccg.stpdigital@nhs.net.

Best practice suggests to clearly label the request “Care Portal Access” followed by the Practice Name (i.e., Care Portal Access – Practice Name).

If you have your practice’s Care Portal access spreadsheet, then please include this and ensure all fields are completed for the NEW staff member, including Practice ODS code.  If you do not have access to your spreadsheet, this will be forwarded to you on request so you can complete and return to the correct email address.  Many Practices follow this process and maintain their staff access spreadsheets accordingly, so your co-operation is valued to maintain good records of your staff members.  

When you do submit the request, another good practice suggestion is to clearly mark any staff members no longer employed by the practice in red text, as these accounts can be removed at the same time as setting up your new staff members.  

Care Portal “in-life” (post set up) Process

As a reminder, once GP Practice staff have been set up, the lccg.stpdigital@nhs.net team have no visibility of users account details.  This is in line with computer access and usage policies.   Any requests sent to the team to reset passwords/access issues etc will NOT be processed.

Should ANY staff member experience Care Portal access issues, post set up, they must contact AGEM IT Support as this is the agreed process.  Staff members should themselves raise an incident via the IT AGEM helpdesk via the Ivanti web page: https://ardengem.saasiteu.com   

If the staff member has no internet access, they can call the AGEM Helpdesk on 0330 123 1020.  Examples of issues may include unable to log on, access denied, password issues (i.e. where the system does not let the person change their password).

Should any processes change in the immediate future GP Practices will be advised accordingly.

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