Healthera Patient Support
Support for Patients Using the Healthera App
How do I use Healthera FastTrack?
To find out if you are eligible for Healthera FastTrack if you provide us at customer support with your GP we can check if they are compatible.
To acquire your Linkage Key for Healthera FastTrack you will need to contact your GP Surgery and tell the staff you would like to start using their online services.
The practice may need to verify a form of ID for them to give you this information.
The specific codes your practice needs to provide you with are:
– Account ID
– Linkage Key
The first step would be to obtain a linkage key if you haven’t already, to obtain a Linkage Key you will need to contact your GP and request your Linkage Key and Account ID.
To link your account in the Healthera app, if your GP supports Healthera FastTrack you will see an option on the Home screen to Fast Track your prescriptions order.
Clicking this will take you through the linkage process.
From the Settings screen clicking on your selected GP will also give you the option to go through the linkage process if they support Healthera FastTrack.
Yes, each person has a unique Linkage Key that they will have to obtain from the GP where they are registered.
There are a few ways this can be acquired however, this may vary depending on your GP surgery so it is best to check with them.
Option 1 – Go to the GP surgery with a form of identification and ask for your linkage key. Linkage key may be provided while you wait, collected at an agreed time later, emailed to you or sent in the post. (This option is unlikely to be available at most GP’s at present.)
Option 2 – Go to the GP website and complete their Online Access request section. The linkage key will either be emailed within 24 hours or posted out to you within 2 to 5 working days.
Option 3 – Phone your GP and request your Linkage key. They will go through the forms over the phone. The linkage key will either be emailed within 24 hours or posted out to you within 2 to 5 working days.
Using NHS Login
NHS login allows you to link the Healthera app to your NHS Login account. You can use your NHS Login account to:
- Create a new Healthera account more quickly by using personal details stored on your NHS Login account
- Log into your Healthera account using your NHS Login details
- Link to your GP surgery, meaning all medication requests will go directly into your GP surgeries systems.
In order to set up your NHS login account, you will need an email address, mobile number and photo ID.
When registering for the app you will see the Blue NHS login Icon. You will need to tap on this to take you to the NHS login page.
A 6-digit security code will be sent to your email. You will be asked to enter this code to verify your email address and continue.
Next, you will be asked to give your mobile phone number. Another 6-digit security code will be sent by text message to your mobile phone.
Once this has been completed you will then need to verify your identity
You will be asked to:
- Take a photo of your ID
- Record your face using your device
- Enter your NHS number if you know it
- Passport (except Syrian passport)
- UK driving licence (full or provisional)
- European driving licence (full)
- European national identity card (except paper Italian ID card or Greek ID card)
- UK residence card or biometric residence permit (BRP)
- If you want to use a UK residence card or BRP, select ‘European national identity card’ on the page that asks you to choose the ID you want to use. You will need to send 2 photos, one of the front and one of the back.
You will need to set up a separate Healthera Account for your dependant using NHS login.
Once you have registered the account is verified within 24 hours however this can often be minutes or hours. You will be notified when your account is approved.
Yes, you can still use the app however you just need to contact your GP surgery to register for online services.
If you already have an account you can still set up NHS login, to do this please follow the steps below: – Head to the profile tab
– Select the GP surgery
– Then select the NHS login option Once you have done this you will then be able to set up NHS login for your account.
How do I reset my password?
To reset your password on the login page please follow the below steps:
– Select the ‘E-mail’ option on the homepage of the app
– Input your email address:
– Select ‘Submit’
– Next, you will need to select the ‘Forgot password?’ button
– At the bottom of the page, you will see the option to ‘Reset Password’. Please select this option.
This will then send you an email that will allow you to reset your password.
To reset your password in the app please follow the below steps:
– Head to the ‘Profile’ tab and select ‘my details’
– You will then be presented with log in details where you will be able to select to change the password
– You will then be prompted to enter your current password, and the new password.
– Once this is all completed you can then select to change password and your password is now changed
I need help managing medication for a dependant
To add a dependent please follow the below steps:
– Head to the ‘Profile’ tab located in the bottom right-hand side of the app.
– Select on ‘Add a dependent’ and complete the dependent’s profile
– Next you will need to enter their personal details (NHS number is not mandatory)
– Select ‘Next’
– You will then be asked to confirm you have the persons consent to order for them and to confirm you are happy that they will use the same pharmacy you are nominated to in the app.
– Once these have been ticked then select ‘Done/Save’
-This will then let you know the dependant has been added
-You can then head back into the ‘Profile’ tab and select the dependent to set up their surgery and any exemptions they may have
Please note dependants will need to have the same nominated pharmacy in the app as the account holder.
To add a medicine for a dependent please follow the below steps:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select your dependent’s name at the top of the page
– Select the option to ’Add Medicine’
– Add your dependents medicines by scanning the barcode on the medicine box or alternatively you can input the information manually into the ‘Search medicine’ box
– You will then be asked if this is a repeat prescription or a one-off medicine, select this and ‘Next’
-You will then be asked how often you order the medicine, select this and ‘Next’
-If you select anything other than As needed you will then prompted to enter how many days of medicine they have left which will calculate the end date of the medicine
-Once you have entered this select ‘Next’
-This will then bring you to a page where you are able to set a schedule for the medicine if you wish to or you can choose to skip
To order a repeat prescription for a dependent please follow the below steps:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select your dependent’s name at the top of the page
– Then tap ‘Tap to order’ at the bottom of the page
– Select the medicines you wish to order
Once you have selected the medicine(s) you would like to order please select ‘Order’ at the bottom of the page.
– You will then need to choose whether you would like to collect your prescription or if you would like your prescription to be delivered if your pharmacy offer delivery
– You have the ability to ‘Add A Note to Your Order’ this note will be visible to your pharmacy and GP surgery
– Then select ‘Place Order’
Please note, not all pharmacies offer a delivery service.
To order a repeat prescription please follow the below steps:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select the option to order at the bottom of the page
– Select the medicines you wish to order
Once you have selected the medicine(s) you would like to order please select ‘Next’ at the bottom of the page.
– You will then need to choose whether you would like to collect your prescription or if you would like your prescription to be delivered if your pharmacy offer delivery
– You have the ability to ‘Add A Note to Your Order’ this note will be visible to your pharmacy and GP surgery
– Then select ‘Place Order’
Please note, not all pharmacies offer a delivery service.
I need help managing my medication
To add a medicine please follow the below steps:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select ‘Add Medicine’ in the top right hand corner of the page
– Add your medicines by scanning the barcode on the medicine box or alternatively you can input the information manually into the ‘Search medicine’ box
– You will then be asked if this is a repeat prescription or a one-off medicine, select this and ‘Proceed’
You will then be asked how often you order the medicine, select this and ‘Proceed’
If you select anything other than As needed you will then prompted to input how many days of medicine you have remaining to calculate an end date, select this and then tap ‘Done’
This will then bring you to a page where you are able to set a schedule for the medicine if you wish to
If a medicine is not coming up by scanning the barcode or as an option in the search you are still able to add this manually.
To add a medicine manually just follow the below steps:
– Go to the ‘Medicines’ tab at the bottom of the screen
– Select add medicine in the top right hand corner
– You can then manually type in your medicine(s) including the dosage
Please note, if you manually enter the name of your medicine you will need to select just under where you have typed where it shows what you have input.
You will then be prompted to confirm if this is a repeat prescription or one off medicine
– Select ‘Proceed’
You will then be prompted to select how often you order the medicine once this is done tap ‘Proceed’
If you select anything other than As needed you will then prompted to input how many days of medicine you have remaining to calculate an end date, select this and then tap ‘Done’
This will then bring you to a page where you are able to set a schedule for the medicine if you wish to
To delete a medicine follow the steps below:
– Head to the ‘Medicines’ tab at the bottom of the app
– Select the medicine you would like to remove
– Select the ‘Delete’ option
– A pop-up message will appear asking you to confirm if you would like to delete the medicine
– Select ‘Yes’
In order to change the alarm schedule please follow the quick and easy steps below:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select the medicine you would like to amend.
– Then select the edit option next to where it says how many times a day you take this
– You will then be able to change how many times a day you take this
-Tap ‘Save ’ and then it will bring you back to the reminders page select ‘Done’
Managing your reminders
In order to create an alarm schedule for your medicine(s) please follow the quick and easy steps below:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select the medicine you would like to create an alarm for
– Select ‘Set Reminder’
– You will then be asked to enter how often you take the medicine and how many times a day
– Once you have filled this out the reminder will then show under reminders with a suggested time which you can choose to edit
– One this is all filled out press ‘Done’ ’
In order to change an alarm schedule for your medicine(s) please follow the quick and easy steps below:
– Head to the ‘Medicines’ tab located at the bottom of the app
– Select the medicine you would like to change an alarm for
– Select the edit option to the left hand side of the reminder
– Change the information and then tap ‘Done’
Please can we ask you to check the following:
– Head into the ‘Medicines’ section on the app
– Select the medicine(s) in question
– Check the ‘End date’ field has the correct date
It may be the medicine reminder has expired and therefore needs to be updated.
To turn on your medicine notification reminders please follow the below steps:
– First ensure you have your reminders set up in the medicines tab
– Head into the ‘Profile’ section within the app
– Scroll down to the bottom of the app and select ‘Notifications’
– Select the notifications you wish to turn back on
This will then reactivate your medicine notifications.
If you would like to turn off reminders, or remove the notifications from the home screen within the app, please follow the below steps:
– Head to the ‘Medicines’ tab
– Select the medicine in question
– Select to stop reminders
The change will take effect from tomorrow
If you would also like to remove the notification from the home screen within the app, please follow the below steps:
– Head to the ‘Medicines’ tab
– Select the medicine in question
– Select to stop reminders
The change will take effect from tomorrow
Most of our Healthera Pharmacies have enabled the option to track your prescriptions.
Those that have the tracking option enabled will notify you when your prescription is ready via the Healthera App.
Others may use their own system to notify you. If you are not sure, contact the pharmacy using the messaging feature on the Healthera App if it is available, or call them directly.
To change your pharmacy please follow the below steps:
– Head to the ‘Profile’ tab at the bottom of the app
– Click on your current pharmacy
– If you select proceed you will then be able to search for a new pharmacy(You may need to select the other pharmacies option if the pharmacy is a chain)
– The search will first use your location to search for pharmacies close to your address
– If there are no pharmacies close to this location you will be the option of having your medicines delivered by a delivery partner but if this is not what you want then you can use the search to look for a pharmacy
To amend your personal details in the profile section, please follow the quick and easy steps below:
– Head to the ‘Profile’ tab at the bottom right of the app to access your profile
– Click ‘My Details’
– Press the field you would like to amend e.g. Date of birth
– Once amended select ‘Save’
In order to book a service with your pharmacy please follow the quick and easy steps below:
– Click on the ‘Pharmacy’ tab located at the bottom of the app
– Click on the ‘Services’ tab below the name of the pharmacy
– Select the service you require
– Select an available date and time
– Once selected click ‘Book Now’
Please note unavailable times will be greyed out
– Once you have selected your requested date and time press ‘Request appointment’
It will then show a notification saying Waiting to be confirmed.
Your pharmacy gets notified about your booking request and you will be notified once it gets accepted.
If you have problems with Healthera App and the above answers still do not resolve your issue, please email us at support@healthera.co.uk.
